Our Community users reported the issue with the Email Message objects visibility. When the case is assigned to User A (a community user) and the email is sent to User B (another community user), User A or any other community users except User B cannot see the email in the case.
It looks like the Community Users can only see Email Messages related to them.
Is that exist any Community user permissions so that they can see all the email correspondence added to the cases they can access?
Hi @Anna Petrikova - Are you using Einstein Activity Capture in your org?
If not, Visibaility for emails in salesforce are controlled according to related record permission:
The object that’s used to determine access differs for Email-to-Case and Enhanced Email.
- Email-to-Case—When Email-to-Case is enabled and the email is Case-based (the ParentId field is Case), access depends on the user’s access to the related Case record. If the email message is a draft, only the user in the CreatedById field or users with the Modify All Data permission can access it.
- Enhanced Email—Access is activity-based. The ActivityId field specifies an associated Task record. You can control access to activity-based objects with the Access Activities permission. Users with the Modify All Data permission can also access the message.
