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Case Assignment emails are not being sent to support reps

edited Jun 2, 2025 2:24PM in Ask A Guru 4 comments

We are trying to use NetSuite cases internally for support. When I assign a case to a support rep, they are not receiving a notification email. I search the answers here and verified that my setting are correct (at least I believe they are)

Here are the Support Notification Preferences that I have set:


I also NEVER want the customer to receive an email This is internal only. I have the Help Desk check box checked as well as the INTERNAL Only checkbox and SEND TO CUSTOMER is unchecked but every new test case I create, my test customer receives an email

John Cirocco

Sr. NetSuite Administrator

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