Customer communiy user created case.To track case progress,Community user is not allowed to change case owner.So,Internal user will know the escalated case by phone and go to check by case number.
For this reason,Internal user must be able to edit case owned by customer community.
At this moment,Admin set case permission for Internal user profile to "View all".So,Internal use enable to view the case owned by customer community user.But They cannot edit. *Case set to private at Organization-Wide Defaults
Is there any missing setting ? or how to solve this issue?
1 answer
Kitsana,
Create a Ownership Based Sharing Rule on Case Object and Share the Case Records to the Internal User that are owned by Community User and Give Read/Write Access to the Internal User.
As case OWD is private and Internal users have View All Data permission they can view but no Edit the records
