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New to NetSuite | What is an Issue Record?

edited Jun 2, 2025 2:42PM in CRM (Customer Relationship Management)

An Issue record used to document a product problem, or defect that needs to be resolved. This is an internal-facing record, as opposed to a case, which is a customer-facing record.

 

To enable the Issue Record, navigate to Setup > Company > Enable Features > CRM > Support > Issue Management.

After enabling the Issue Management feature, navigate to Issues > Issues > Issues > New to create a new issue.


Prerequisite:

  • Issue Management is an Add-on Module and it is not available by default. Coordinate with your NetSuite Account Manager to provision the feature in your account.

  

You have the option to create or attach issue records to existing case records, connecting issue resolution with case resolution. By associating issues with case records, support representatives managing cases can track the progress of the corresponding issue, ensuring effective communication and keeping the customer informed. See

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