I have a problem that I find strange. When logged on to the parner portal as a partner, all list views that are supposed to show cases related to the partner that is logged on, only show one case.
If I try to display a record by pasting the URL with Case ID directly to the browser, when logged on to the portal, I get access to it without problem.
But both related lists and the list views (from the cases tab) only display a single case.
Any ideas?
Thanks,
Robert
Hi Robert,
This is a classic symptom of a sharing setting vs. list view filter conflict in Partner Portals!
Since the user can access the individual cases directly via direct URL, your underlying Sharing Rules and OWDs (Organization-Wide Defaults) are correct. The issue is strictly how the List Views and Related Lists are filtering the records.
Here are the most common causes and fixes:
1. Filter Scope on the List View Check the scope setting on those List Views. If the view is set to "My Cases", Salesforce evaluates "My" based on the logged-in Partner user as the Case Owner. If the Cases are owned by an internal user, queue, or different account, "My Cases" will filter them out, even if the partner has read access.
- Fix: Change the view scope to "All Cases" or "My Account's Cases" (if available) and filter by specific criteria instead.
2. Portal User Visibility Settings Go to Setup > Digital Experiences / Portals > Settings and verify:
- Portal User Visibility is enabled so partner users can see other records owned by users within their same account hierarchy.
- Double-check if Account Teams or Case Teams are involved in granting the direct URL access, as standard List Views don't always evaluate team-based access in the same way direct record access does.
Changing the List View filter scope from "My Cases" to "All Cases" usually resolves this immediately!
