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Sugar Portal

Brianna Burke

Are you able to have members of an Account show in the Sugar Portal. I have a business with multiple locations and would like them to be able to see the cases associated with each without having multiple logins to the portal!

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  • in reply to André Lopes

    Can you give me more information about these customizations?

  • in reply to André Lopes

    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