Note

 

This documentation supports the 20.15.02 version of Remedyforce.

To view the latest documentation, click

Visibility of an SRD in Self Service for portal and nonportal users

Users with the Customer Portal license (portal users) can view the SRD in Self Service if the SRD is made available to their profile and their account. For example, a portal user can view the SRD in Self Service if the following conditions are met:

  • The account of the user is added to the Selected Accounts list
  • The profile of the user is added to the Selected Profiles list.

For more information about portal users, see https://na12.salesforce.com/help/doc/en/customer_portal_working_with_users.htm.

Users with the Salesforce Platform, Salesforce, or Chatter Plus licenses (nonportal users) can view the SRD in Self Service if the conditions listed in the following table are met.

User belongs to an Account

Accounts entitled for SRD

User's account entitled in SRD

Entitled to all users in selected or all accounts

User's profile/permission set entitled for SRD

SRD visible to user in Self Service

Yes

All Accounts OR Selected Accounts

No

No

No

No

Yes

 

No

No

No

 

Yes

No

Yes

 

Yes

Yes

No

Selected Accounts

NA

 

Yes

Yes

All Accounts

NA

 

Yes

Yes

Selected Accounts

NA

 

No

No

All Accounts

NA

 

No

No

For information about defining the users of accounts and profiles who can use an SRD, see Configuring entitlement of SRDs.

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