7c929eb4dc
- Streamlined the README.md for clarity and conciseness. - Deleted outdated documentation files related to Freebit SIM management, SIM management API data flow, and various architectural guides to reduce clutter and improve maintainability. - Updated the last modified date in the README to reflect the latest changes.
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Support Cases
How the portal surfaces and creates support cases for customers.
Data Source & Scope
- Cases are read and written directly in Salesforce. Origin is set to “Portal Website.”
- The portal only shows cases for the customer’s mapped Salesforce Account to avoid leakage across customers.
Creating a Case
- Required inputs: subject and description. Optional: category/type and priority.
- The portal creates the case in Salesforce with Status = New and Priority mapped to Salesforce values.
- If a Contact ID is available it is used; otherwise the Account ID is set on the case.
Viewing Cases
- We read live from Salesforce (no caching) to ensure status, priority, and comments are up to date.
- The portal summarizes open vs. resolved counts and highlights high-priority cases based on Salesforce status/priority values.
If something goes wrong
- Salesforce unavailable: we show “support system unavailable, please try again later.”
- Case not found or belongs to another account: we respond with “case not found” to avoid leaking information.