In general, users with permissions to create Cases will have access to see all of the tickets that have been created within the account. However, it may be preferred to restrict the access for a group of users to only see the cases they have submitted themselves. For this example, let’s say you have a user called Jane, a ‘Portal User’, who should only see her own submitted cases.
To Restrict User Access to Only Submitted Case Records:
Note: The object first needs to have a lookup to ‘Contact’ configured for this to function correctly. Verify this by navigating to Setup > Extend > Salesforce and clicking the ‘Case’ object in the list to edit. Click the picklist for ‘Portal Owner Field’ and select ‘Contact’, then click Save.
1. Navigate to Setup > Security > Security Roles, then click the ‘Portal User’, and then click Edit.
2. Under the ‘All Entities’ tab, set the ‘Read’ permission for ‘Case (Force)’ as Private, then click ‘Save & Close’. Users with this role will now only see the tickets under their contact.
