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We would like guest (non-logged in) users to be able to create cases, but despite following the steps in this article, they're still unable to do so. I've done the following:

  • enabled web-to-case
  • enabled Guest Access to the Support API
  • added a custom quick action to the Selected Quick Actions menu; NewCase also failed
  • ensured that the correct record type is assigned to record type settings under the guest's profile
  • provided the guest user with read and create case object permissions
  • made our contact support community page public

Despite all of this, whenever I try to access the contact support page as a guest user, I'm always re-directed to our login page.

I've run out of troubleshooting ideas and would appreciate this community's help!

  • is it a lightning community? – glls Oct 19 '18 at 14:36
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    Did you get a chance to look at Case Records Not Getting Created by Guest Users in Communities – codeyinthecloud Oct 19 '18 at 14:37
  • @glls -- Yeah, it's a Lightning community. – user56709 Oct 19 '18 at 15:04
  • @codeyinthecloud -- I gave edit permissions in the article you shared, but no luck. Note the issue is guest users cannot even access the case submission form. – user56709 Oct 19 '18 at 15:04
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Despite all of this, whenever I try to access the contact support page as a guest user, I'm always re-directed to our login page

Some other things you might want to valdiate:

  • Public can access the community is checked? (assuming it is)
  • Community is Published & Active?
  • Can guests accecss the home page without having to log in?
  • Yes, yes, and yes :-) A co-worker just followed the Trailhead guide on this in a new sandbox and it works. So I'm thinking there's a configuration in our existing sandbox/production that's responsible for this hurdle. – user56709 Oct 19 '18 at 15:12
  • In theory, the contact support page should be available once the above is done – glls Oct 19 '18 at 15:18
  • @orbuculum are there any custom components forcing a redirection/login ? – glls Oct 19 '18 at 15:28
  • No, all of our components are out-of-the-box. – user56709 Oct 19 '18 at 15:45
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So my co-worker and I found the issue. Here's the path:

Case submission form > Actions in the Publisher > Guest User Case Action

The issue was that there was nothing tethered to the Guest User Case Action. When we tied it to an action, the form displayed. :-)

  • being redirected to the login and the form not displaying are 2 completely different behaviors, =/ – glls Oct 19 '18 at 17:28
  • Yeah, it doesn't make sense to me either. It still seems to work, though. – user56709 Oct 19 '18 at 17:36
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    ¯_(ツ)_/¯ . In any case, good thing you got it wor work – glls Oct 19 '18 at 17:37

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