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Our clients have the possibility to create a Case from the client Portal. All cases creating by a client have the default status

  • New

When dealing with the case, the case status may change to other values:

  • Information Needed
  • In Progress
  • Escalated
  • QA Pending
  • Resolved
  • Closed

But I do not want the client to see all the internal status changes Ideally, I would like the client to see only 3 status values:

  • New
  • In Progress
  • Closed

Which means that when the case status changes internally to:

  • Information Needed
  • Escalated
  • QA Pending
  • Resolved

The client (on the portal) should only see "In Progress". How can I achieved that?

Thanks

1 Answer 1

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Nevermind, I managed to find the answer to my question.

First, I edited to CSS on community with /* CASE DETAIL- Hides all page layout sections >= 2 */ .comm-page-detail-500 .test-id__section.slds-section:nth-child(N+2) {display:none !important;}

Then I created a customer status field (formula type) that I added to the client layout e.g.

CASE(
     Status,

     'Open', 'In Progress',

     'Escalated', 'In Progress',

     'Resolved', 'In Progress',

     'Closed', 'Closed',

     'New' )

With this the client only sees the status New, In Progress, Closed

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