From the Portal, Portal users may view all cases where they are associated with the Organization. i.e. see all cases for the Organization to which they belong.
- If a case is created internally or imported, by default it is *not* externally share-able.
- If a case is created from the portal, there is a checkbox to decide whether the case is externally sharable.
- The default / current setting is: if a case is created from the portal, by default it is externally share-able.
But there is another way.
- ask the customer to goto each case, and check the "Share within my organization" checkbox.
- Or, Admin can login to the app, (not the portal), do a "Search" on all cases that belongs toTHEN do an update field to set Externally Sharable to "Y".