Is it possible that the user who create a new case on the portail appears as Contact on the case?
Hi Jérôme Blanchard,
I have tested this on a demo 22.214.171.124 Ent system and this already works this way, with the Contact creating the Case being linked via the subpanel as well as the Case being linked to the Contacts Account.
Thank you Liam for your response.
I don't understand "linked via the subpanel"?
My contact BOB is the portal user, its account is ENTERPRISE.
BOB creates a case, fills the fields Title, Description and Type.
The case is created, the Account Name is well ENTERPRISE but the Contact is empty. I would like that Contact is filled with BOB.
Thank you for your help.
This is exactly what happened for me, which is what I meant by the Contact is linked in the subpanel. What version of Sugar are you on?
Sugar (version 126.96.36.199)
So does the Case say it was created by "Sugar Customer Support Portal"?
Yes, that's it.
I would suggest that you raise this with your Sugar partner, or Sugar directly, as that sounds right and is what I have as per my below image.
Without going step-by-step with you or watching you do it this could become a long thread. So that you can check the steps I performed where to:
Your screen show me that it seems that we don't speak about the same thing.
I would like that Contact in this screen is the user who created the case:
But the user appears well here:
This is how it portal is designed to work, as the Contact is not actually a User so it cannot be linked in the standard Assigned To field. Because of this it links it into the Contacts subpanel like it does when a Case is created from an email, showing it was created by this Contact. Your screen also shows a Contact field which is something that you have had added custom to your system, and hence the Portal would not set it as it wouldn't know what to do with it.
Thank you Liam, I understand my mistake.
The problem is that my Contact is not a user!
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