Enabling Case Feeds is exposing Private Case Comments and Internal Email Messages to Community Users
Trailblazer Community

Enabling Case Feeds is exposing Private Case Comments and Internal Email Messages to Community Users

Communities

Last updated 2016-12-08 ·Reference W-2963473 ·Reported By 3 users

Fixed - Summer '16

Summary
When Case Feeds is turned on for an org, it converts Comments and Email Messages to feed items. These feed items are set to AllUsers visibility and Community users can see them. This only happens when an org already has Communities setup and then later enables Case Feeds.

Repro
1) In an org, turn off "Enable Case Feed Actions and Feed Items" under Support Settings
2) Set up Communities
3) Go to a Case, make a private Comment
4) Turn on Case Feed from Support Settings
5) Check visibility of the new feed item via a Community User login and notice that the User can see the private Comment

The private comments should be set to InternalUsers but they are set to AllUsers.

Workaround
You can mass update the Case Comments and Email Messages via the API, like workbench or Data Loader. This will restore the correct permissions for those feed items.

For the Case Comments, you will want to update the affected Private Comments to Public and then back to Private. For this, you will want to ensure you have no emails or other automations set to trigger when a Comment is made Public, or when a Case record is updated, since updating Case Comments does in turn update the Case record itself.

A query you can use for Case Comments would be:
SELECT CreatedDate,Id,ParentId,Type,Visibility FROM FeedItem WHERE TYPE = 'CaseCommentPost' AND
Visibility = 'InternalUsers' AND
CreatedDate < 2015-10-31T00:00:00.000Z

**Keep in mind, CreatedDate < 2015-10-31T00:00:00.000Z, should be the date you enabled Case Feeds, so your date may be different.


For EmailMessages, you will want to change the Visibility to InternalUsers instead of AllUsers. A query to pull these records would be something like:
SELECT CreatedDate,Id,ParentId,Type,Visibility FROM FeedItem WHERE TYPE = 'EmailMessageEvent' AND
Visibility = 'AllUsers' AND CreatedDate < 2015-10-31T00:00:00.000Z AND ParentID IN (Select ID from Case WHERE CreatedDate < 2015-10-31T00:00:00.000Z)

**Keep in mind, CreatedDate < 2015-10-31T00:00:00.000Z, should be the date you enabled Case Feeds, so your date may be different.

Depending on the volume of records, this may need to be done in batches and we recommend using the bulk csv option.

Is it Fixed?

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