Current Set Up:
We have one Profile for a Customer - i.e. Community User Profile.
When Customers raise cases via our Community they pick values against two fields to determine the case Priority. The resulting priority determines the SLA analysts have to adhere to.
The existing fields are:
Impact: High | Medium | Low
Urgency: High | Medium | Low
Workflows kick in to set the priority as follows:
High + High = P1
High + Medium = P2
Medium + Low = P3
Low + Low = P4
New Requirement
For one new Customer (i.e not all Customers) there is a new requirement of SI (Security Incident) which has shorter SLAs than P1.
Is it possible for users associated with one Customer Account (using the same profile as all other user Customer users i.e. Community User Profile mentioned earlier) to:
1. Display and choose an additional picklist value "Security Incident" on the Impact field. I had hoped that it would be possible to add a Custom field on Account to determine if this picklist value should display or not OR
2. Display a different field (that again would have a value for Security Incident (Yes/No etc) that doesn't display for any other account OR
3. Any other solution that might be possible without having to create a new profile
If you need any further information on clarity on what I am asking please let me know.
Kind Regards,
Patrick.
3 risposte
Hi Akhil,
Thanks a million for the response.
I don't disagree that that would work. The opportunity with that solution is that from an administration perspective within my department, as contacts are created within the Customer's organisation over time, administrators here would have to remember (or we would have to create a procedure) that for Customer x any new users added to that account need to be added to the permission set.
What I would rather is that a field is created at Account level so that any users related to that account have access to that field.
Is that possible?
Kind Regards
Patrick.
