Manage Cases By Parent Contact

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Posted on by H V

1,510

Hi,

I have a below details and Entity List for Case:

Account1
- Contact1 - Primary Contact of Account1
  - Case1
- Contact2
  - Case2
Account2
- Contact3 - Primary Contact of Account2
  - Case3
- Contact4
  - Case4

Now, when below contact are logged in then they can see below cases:

Contact1
- Case1
- Case2
Contact2
- Case2
Contact3
- Case3
- Case4
Contact4
- Case4

How can I achieve this using web roles or anything else? Please advise.

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H V 1,510 on at

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@ragavanrajan @Fubar @chleverenz @OliverRodrigues

Any idea on this please?

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Christian Leverenz 1,214 on at

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Hi @hardikv ,

thats a tricky one 🙂

One part is easy: enable all cases in contactscope which belong to you 🙂

The second one could be (did not test):

- Create a (parent-child) permission to see the contacts, which are linked via primary contact of accounts to contacts (yes, it will be you as a contact when you are the primary contact).

- add a (parent child) permission to see the account which is the parentcustomerid of the contacts you are allowed to see (yes, will be your parent account)

- add a rule to see all contacts which are visible to your accounts visible.

- add a rule to see all cases which are linked to the contacts you can see.

When i am not wrong, you will not have a permission to your parentaccount when you are not going over that permissions (you would only be able to see it within account context, which is not used in this chain). This could result in not beeing able to see other cases.

I am not sure whether you can not always see your parentaccount independent of the scope of the rule. This would destroy this idea 🙂

Have fun,

Christian

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pankaj1138 26 on at

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I would suggest to try out below approach and see if this works using portal configuration.

Create one N:N relationship between case and contact and populate relationship as below.
Case 1 -> Contact 1
Case 2 -> Contact 1 , Contact 2

Now, configure case view using this relationship filter as below.

Case
- N:N case contact relationship
- contact eq 'dummy contact'

Please ensure, you keep contact table permission as global.

Now when user will login to portal, it will auto replace contact filter with logged in user value and you should be able to see filtered cases.

Thanks
Pankaj

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Fubar 8,361 Super User 2025 Season 2 on at

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It is not straight forward - I am assuming Account is what is populated on the Cases, and the Contact records are not held in separate Lookups on the Case.

For the Primary Contact:
Can use Table permission between Account and Case with scope Parent in 1st Web Role.
Process (plugin) to add/remove Web Role 1 to/from Contact when Added/removed from Primary Contact lookup on the Account. Plugin as you need to get the Pre-image for the old Contact (to remove the web role) and Target/Post-image of the new Contact if someone swaps Contact records in the Primary Contact field.
For the other Contact
You would need to use an Intersect from Contact to Case - this could be a new native N:N between Contact and Case or a Manual N:N from Contact to Case - but you would have to manage the Adding/Removing of the Contact from the N:N Intersect
Table permission for the N:N (Contact to Case) with scope Parent in a 2nd Web Role
Could add the 2nd Web Role when Contact's Parent Account Lookup is populated or just on any Contact record (as the access is actually granted via the Intersect entity that you manage programmaticly, next bullet point)
Plugin to populate/remove the Contact from the N:N Intersect when Account/Customer Lookup on the Contact changes. Again a Plugin so you can get pre (remove old entries) and post (add new entries) if someone switched the Contact to another parent Account.

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