Long time lurker, infrequent poster...

We're running SugarEnterprise 5.5 and we're just starting to get some traction with the Customer Portal. We would like to change the default behavior so that Portal Users are restricted to "Add a Note" to an open case. By the way for those of you who have never opened a case with Sugar, this is exactly the way their own system works. When you create a case, you can fill in all of the fields - product, PHP version, description, etc. But once you hit submit, the only person that can modify the original text is the Sugar Support Engineer. As a Portal user, all you can do from "My Open Tickets" is to open your cases and "Add a Note".

This is exactly what we want to implement. It's kind of frustrating that Sugar saw this as an issue and chose to customize it for themselves but not to offer it as an option on the Portal installation.

There's a thread here on setting a field to read-only - but this isn't what I want to do. I want the field to be read/write during "Submit a Case" but then to restrict the user to "Add a Note".

BTW I opened a ticket with Sugar and the response I received was underwelming...
Our Internal SugarCRM instance is heavily customized.

By default, users who create cases ,can also edit them. I can have your Account Manager contact you if you want to entertain the possibility of customizing your instance.
Ideas??