25 lines
1.1 KiB
Markdown
25 lines
1.1 KiB
Markdown
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# Support Cases
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How the portal surfaces and creates support cases for customers.
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## Data Source & Scope
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- Cases are read and written directly in Salesforce. Origin is set to “Portal Website.”
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- The portal only shows cases for the customer’s mapped Salesforce Account to avoid leakage across customers.
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## Creating a Case
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- Required inputs: subject and description. Optional: category/type and priority.
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- The portal creates the case in Salesforce with Status = New and Priority mapped to Salesforce values.
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- If a Contact ID is available it is used; otherwise the Account ID is set on the case.
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## Viewing Cases
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- We read live from Salesforce (no caching) to ensure status, priority, and comments are up to date.
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- The portal summarizes open vs. resolved counts and highlights high-priority cases based on Salesforce status/priority values.
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## If something goes wrong
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- Salesforce unavailable: we show “support system unavailable, please try again later.”
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- Case not found or belongs to another account: we respond with “case not found” to avoid leaking information.
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