Case Records Not Getting Created by Guest Users in Communities
Last updated 2016-12-08 ·Reference W-2872828 ·Reported By 1 users
In the past Guest users were able to enter data into Read-Only fields because Field-Level Security (FLS) was not enforced. With the Spring ‘16 Release, FLS is now a requirement for guest user licenses.
Despite this change, guests are currently able to input data into certain Read-Only fields on the Web-to-Case form associated with the standard "Contact Support" button in Communities.
Until FLS is corrected, guests may be unknowingly submitting requests for Support that do not result in actual Case records within the parent organization.
In a Spring '16 organization w/ Communities enabled:
1. Visit the Community URL as an unauthenticated user.
2. Click on the standard "Contact Support" button at the bottom of the page.
3. Fill out all the fields and click on Submit.
4. Login to the organization as an internal user.
5. Check the All Cases list view in production org to see newly created cases.
Case should be created with details submitted through the Contact Support web-to-case form.
If Field-Level Security for the community's Guest profile has not been set up, the Case will not be created and the guest will be unaware of an issue.
We are working on a fix that will prevent Guest users from unknowingly submitting cases via the contact support form that are not properly created in Salesforce.
A Knowledge Article has been created with detailed steps for updating FLS to prevent ensure case submissions from Guest users are processed successfully:
Reported By (1)
Is it Fixed?
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