General

Configure the Case Portal settings

These settings are used throughout the portal to control the behaviour and functionality available to your business’ customers when they interact with the open & closed Cases view after logging into the Case Portal.

NOTE: Initially all settings are blank and must be configured to use the Case Portal. Once the settings have been configured, click Update Settings on each page to save. This page can be revisited at any time to change the settings.

• Show Case Resolution: Control whether the user can see the Case Resolution within the Case Portal. This field shows the value from the “Resolution” field on a Case record. If you are using Activity records to store Case interactions, then you may wish to disable this tab as this information will be visible in the Case History tab instead.
• Show Case History: Control whether the user can see the interactions that have been logged in Workbooks against the Case record. The data shown here is an any Activity marked as “Public” (see here for more information) and Emails where the Primary Contact on the Case is either the recipient, or included in the CC or BCC. Data is shown in reverse chronological order i.e. most recent first.
• Show Case Description: When the customer is viewing an open or closed Case, a tab is shown for the Case Description. The data shown here is pulled from the Description field on the Case record and unless changed, matches what the customer originally submitted when they raised the case via the portal.
• Show Case Files: When the customer is viewing an open or closed Case, a tab is shown for Case Files. The tab shows any files that have been uploaded against a ‘Public’ Activity related to the Case or on the “Files” tab found on a Case record, dependant on the setting “File Storage Location“. The files listed are downloadable.
• Show Case Actions: When the customer is viewing an open or closed Case, you can choose whether you would like to allow your clients to update lose a Case. Currently these actions cannot be individually controlled, therefore setting this function to Hide, would make all Case records completely read only.
• Default View – Open/Closed Cases: Once you have decided which tabs you would like to show on a Case within the Portal, you can decide which tab shows by default when a Case is viewed. For instance, you may wish to show the Case History over the Case Description.
• Enable File Uploads: If set to Enable, a file upload field will appear on the Raise New Case screen within the portal. Files are uploaded against a  ‘Public’ Activity or on the ‘Files’ tab of a Case record (dependant on the setting “File Storage Location“) and are visible in the portal for download again if required – NOTE: The Show Case Files parameter to “Show” for this to be possible.
• Require File Uploads: If set to Yes, and the setting Enable File Uploads from above is also set to Enable, then a customer will be required to upload a file when they raise a new Case, or provide an update on an existing one.
• File Storage Location: Control whether files are stored directly on a Case record under the “Files” tab (hidden by default on Form Layouts in Workbooks) OR get uploaded to a “Public” Activity record, related to the Case and visible under the “Activities” tab on the Case record.
• Open Cases Report: The open Cases tab is controlled via a Report in Workbooks. Set the report that is used to control this data. We have created a Template Report called “Template – Support Portal – Open Cases” to get you started which is available under New > Report > Create Report from a Template Report.

NOTE: Do not remove or rename any of the columns in the Template Report, these are required by the Case Portal.

• Closed Cases Report: The open Cases tab is controlled via a Report in Workbooks. Set the report that is used to control this data. We have created a Template Report called “Template – Support Portal – Closed Cases” to get you started which is available under New > Report > Create Report from a Template Report.

NOTE: Do not remove or rename any of the columns in the Template Report, these are required by the Case Portal.

• Case List – Visible Columns: Choose the columns that will be shown in the Case Portal when viewing a list of open/closed Cases. Hold CTRL + Click to select multiple values (Mac: CMD + Click). NOTE: The fields shown here are the Report columns available on the selected report set on the “Open Cases Report” picklist. If a column you wish to use is not shown, add it to the report, and refresh this screen.