New Case Customer Notification > Clicking on the link "Click here to update the Case online" gives the error of "Your access to OnSite has been deactivated. Please contact the company's administrator to re-activate your access"

This is encountered if the Anonymous Customer chosen for the Anonymous Customer Placeholder field (Support Preferences) is inactive.

To verify:

1. Navigate to Setup > Support > Support Preferences. Check both External and Inbound Email subtabs, Look at the customer selected as the Anonymous Customer Placeholder.

2. Locate the customer record (Lists > Relationships > Customers) and Edit.

3. Under the System Information subtab > Inactive = F > Save.