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Topic

    Mohana Gopal Selvam
    Restrict Products for internal users in CPAnswered
    Topic posted May 10, 2017 by Mohana Gopal SelvamBronze Crown: 15,000+ Points 
    132 Views, 6 Comments
    Title:
    Restrict Products for internal users in CP
    Content:

    Hi Gurus,

    We want to show some additional products in Ask a question page, when the contact has specific SLA or contact type or Custom field) Is there any OOB function to achieve this without extending the widget?

    Use Case:

    Company employees needs to select the additional products and categories for capturing their internal issues like Network issue, Laptop Issue. Its not necessary to show this products to the end customer.

    Thanks,

    Mohan

    Version:
    Feb 17

    Best Comment

    Luis Melo

    Hi Mohana,

    I don't think you will be able to achieve that without doing some customisation. The solution might be to extend the widget and add a piece of code that checks the SLA or custom field in the logged in contact, and applies the required effect. Obviously this won't work if the contact is not logged in. 

    Comment

     

    • Kurt Helfrich

      This is something we have been looking for, too, for a LONG time.  Out of the box, product and category visibility is only controlled by interface.  We have done some things with making the products not visible on CP, only in the console, and using code to show otherwise hidden products, but that's not the "right" way to do it. 

      I'm going to keep an eye on the responses to see if anyone else has come up with something better.

    • Luis Melo

      Hi Mohana,

      I don't think you will be able to achieve that without doing some customisation. The solution might be to extend the widget and add a piece of code that checks the SLA or custom field in the logged in contact, and applies the required effect. Obviously this won't work if the contact is not logged in. 

    • Barrilito van Dijk

      Hi Mohana,

      I agree with Luis. First of all, indeed a contact should be logged in, otherwise you can not distinguish contacts from each other. So, when logged in you want to show some extra products based on either sla, custom field or some other variable. As Kurt mentioned, products are visible on a per-interface base, you can set it visible to an interface as desired. Therefor if you want to show or hide products to a certain group of contacts you have to customize the code. You should add some code like:
      "if sla equals something, show or hide product with id 12 and product with id 16" for example. That will be possible, but most times the people that make content and work with the console are not the developers that work on the customer portal page. In practice many times this leads to a developer understanding there are some hardcoded tweaks in the code that hides a product and we have someone in the console setting a visibility to a product without it showing up in the form and he/she is not aware of the tweaks in the form. So, from that respect there should always be some good understanding to both the people working in the console and the developers when making changes like this.

      Are the "extra's" (the extra products) really a product? Couldn't you add an incident menu with the extra options as an entire new item in the form? That way you can simply use a conditional tag in the form to show a field based on the sla. Somehow it makes more sense to have people that can choose more show an extra option or menu in the form instead of showing more options in a pull down menu for the products. Just a thought.

      Regards

    • Kurt Helfrich

      I like Barrilito's ideas.  That will work if there aren't many products or special situations, but we have hundreds of products and lots of special situations, so I'm not sure it would be feasible for us.  I'm going to think about it, though.

    • Mohana Gopal Selvam

      Hi Gurus,

      Thanks for your support.

      Thanks,

      Mohan

    • Barrilito van Dijk

      @Kurt: Yes that will only work well if there are not so much extra products wink  I just wanted to show that sometimes it can make more sense to split data in something else and show/hide it instead of having one big group of data which is more difficult to maintain or to divide among groups.

      Regards