Sugar Portal

Hello Brianna,

could you specify what the members of account are? if they are contacts or subaccounts (probably both may have different locations)?
Out-of-the-box each Contact of the Account has portal name/password to enter the Portal , all the Cases for Account are available for all the Contacts related to that Account
What would you like to change in this behavior?

Best,
Dmytro

Hi Brianna Burke

Definitely it is possible to accomplish with some upgrade safe and packageScan safe customizations. Indeed we had implemented exactly that for a customer.

Hi Dmytro- If I'm the President of the Company and have multiple locations, I want to look at all the cases for all locations on one screen. If I relate this Contact to all accounts, it will still only show the cases for 1 account versus all cases for all accounts the contact is linked to. Many of our clients want to see the cases for all Accounts they are related to versus looking at them one by one. Does that make sense?

Can you give me more information about these customizations?

Hi Brianna

It totally makes sense!
AFAIK the Customer (Account) is a real main entity for the out-of-the-box Customer Portal and Contacts are their authorized persons that actually belong to the Account and therefore may have or may not have access to the Account's Cases through the portal.
No Accounts belong to the Contact in this architecture (even to the President)
However, an Account may "belong" to the person in the case that person is assignedTo CRM user or someone this CRM user Reports To, but in such case the President would need a Sugar license, a special Team and a limited Role

Not sure whether portal customizations may help, as far as I know, we deliver custom portals to subscribers in case out-of-the-box doesn't fit

All the best,
Dmytro

Hi Andre,

We have a similar problem that we have been trying to get SugarCRM to address for over a year. Standard Functionality is that if a Contact is linked to an Account, that contact can see all Cases logged for that Account. For some customers that is fine, but other customers it is not.

Some customers have multiple divisions that are part of the one account (and it is not practical to create separate accounts) as indicated by Brianna. So for those Accounts, we need something better.

Something better should include at minimum:

1. Contacts can only see cases that they logged

2. Contacts can only see Cases for their Division (this would be a custom field added to the Contact record)

3. Contacts can see all cases for their account (standard functionality) 

There needs to be a parameter that can be set PER ACCOUNT to indicate how that Account wants visibility of their cases handled. To make this better, that default could flow to the Contacts for the Account, but there should be the ability to change this per Contact as well. For example, Account might be set to Cases Logged, but the CEO wants to see everything etc.

We would be interested in a Sugar Safe option as well but past experience indicates that SugarCRM tend to make major changes to functionality that renders Sugar Safe work needing to be carried out with each release which incurs ongoing cost.

With all the work being done by SugarCRM in the Service area we are surprised that this important security consideration in the portal has not been already addressed.

Regards

Greg Barrass

This was our old post on this area - we have refined our requirements since then:

sugarclub.sugarcrm.com/.../improve-confidentiality-in-customer-self-service-portal   

I agree it is not currently possible, more due to the fact that one Contact in Sugar (for how it works and it is structured) is supposed by default to be related only to one Account at the time.

It is definitely possible to extend and customise the portal visibility model since version 9.2, but it is indeed quite technical.

In specific to extend the Cases visibility one should look at data/visibility/portal/Cases.php (which should be extended in the equivalent custom directory) in addition to an extension to the Case's vardefs definition specifically in this area, to point to the extended visibility file:

    'portal_visibility' => [
        'class' => 'Cases',
        'links' => [
            'Accounts' => 'accounts',
            'Contacts' => 'contacts',
        ],
    ],

More information on how to extend the portal functionality can be found on other threads, specifically here:

• https://sugarclub.sugarcrm.com/dev-club/b/dev-blog/posts/adding-a-custom-module-to-the-customer-portal
• https://sugarclub.sugarcrm.com/dev-club/f/questions-answers/3837/displaying-built-in-modules-to-customer-self-service/18879#18879 

Be mindful that extending the visibility opens up the opportunity of making a mistake and showing more data than supposed to as well. It needs to be tested throughly before applying it to any production environment.

Hopefully it helps to extend the current functionality the way you want it to work

Greg,

Please see above if the previous response can be of any guidance to extend the current behaviour.

All the best!

Hi Brianna Burke and Greg Barrass we deployed to a Customer a packageScan safe and upgrade safe customization which accomplishes, pretty much, your requests.

Lets schedule a live demo so we can discuss the how that one fits your requirements.

Regards