Purpose

This article provides insights into the root cause and resolution steps when a user is unable to add comments in the Case Note section within SupportLogic.

Issue Description

Users may encounter an error when attempting to add a comment to a case note in SupportLogic. The error message typically indicates a permission-related issue, as shown in the example screenshot below:

This issue is usually related to insufficient Salesforce permissions configured for the user profile.

Resolution Steps

1. Verify Salesforce Apex Class Access

• Contact your Salesforce CRM administrator.

• Ensure that the affected user's profile has access to the required Apex Classes.

• The Salesforce admin must enable Apex Class Access for the relevant user profile.

This ensures that the user can successfully add comments to case notes.

Note : This option is available only when SFDC plugin is enabled on the CRM to writeback SupportLogic to Salesforce Refer the link about Installing SFDC Plugin

2. Re-authenticate Integration (If Needed)

If the user still faces issues after enabling Apex Class Access, follow these steps to re-authenticate the integration:

• Log in to SupportLogic UI.

• Click the Profile Icon in the top-right corner.

• Select User Profile.

• Navigate to the Integration tab.

• Complete the Integration Process by authenticating your Salesforce account.