We are trying to create an internal record type for cases. These cases would be child cases and for internal use only. We do not want the community users to be able to see these cases. However I can't seem to figure out a way to do this. I change the community access to private on exteral cases, then created a rule to only show them the case with the exteral record type. I added the Community User Public group, but this is empty? And when I go to cases I don't see any cases at all. Has anyone have an idea how to make this work? Can you hide a case record type from a community user?
Thanks in advance for your help!
1 risposta
Hi Eric,
You have the right idea, but regular Custom Community users don't use sharing rules at all - they use sharing sets. Sharing sets are defined in Communities Settings, and can't expose cases based on their record type - only by relations to the user, contact, or account.
If your internal cases are not linked to the external user's contact or account, you should be safe using sharing sets. Otherwise, you will need to consider other means, such as upgrading to Customer Community Plus licenses which CAN use sharing rules.
