"View Organization Requests from Customer Portal
All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others in their organization. Apart from viewing they can also post a reply and track the status of the requests.
You can enable this from Setup > Customer Portal Settings > Customer Portal Access Settings"
I think this is a great feature except that it lacks flexibility in security choices. While we would love for our 'key decision makers' to have visibility into what requests their organization is making, we wouldn't necessarily want the average user to have visibility into all requests submitted by their organization. For instance a 'key decision maker' for an organization may be looking into or requesting a feature that incurs a significant cost or means significant change to the organizations processes. In this situation our 'key decision maker' would not want the average user to see such confidential requests in advance of approval and implementation. I think the 'All or nothing' security option is a little short sighted. At a minimum I would like to allow individual contacts to have visibility in all organization requests and limit other contacts to just their own requests.
A competing service that we looked into offered such flexibility. We could manage which users had visibility into all requests and which users only had visibility into their own requests. I believe there was an option for defining groups that could see their own requests as well as the group requests, but not all requests etc. The inflexibility in security is hindering us from releasing the customer portal to all of our user base. Currently we have decided to keep portal access limited to just those who are the decision makers because of this inflexibility.
This is not ideal since our goal is to have our entire user base given access to the customer portal which includes the forum. We want to release the forum to all of our users, but we can't since the requests are also accessible through the portal and currently set to allow visibility into all requests.
Do you have any plans to provide more flexible security options for the customer portal in the near future?
Thank you!