Discussions
Stay up-to-date with the latest news from NetSuite. You’ll be in the know about how to connect with peers and take your business to new heights at our virtual, in-person, on demand events, and much more.
Now is the time to ask your NetSuite-savvy friends and colleagues to join the NetSuite Support Community! Refer now! Click here to watch and learn more!
Update your Profile with your Support type to get your Support Type badge.
Uncover the power of data with the Analytics Hub —your ultimate guide to mastering NetSuite Saved Searches and Reports. Simplify the complex and unlock your organization's true potential. Dive into the Analytics Hub now and soar to new heights!
To help you get the most out of your 2025.2 Release Preview account, review the topics outlined in the 2025.2 Release Preview Guide.
Nominate Your Peers for NetSuite Support Community's Choice of the Quarter! Submit your nomination today.
Intelligent Payment Automation version 1.0.3 is now available in the SuiteApp Marketplace. The SuiteApp, powered by BILL, lets you automate payments, manage vendor details, and bank account information within NetSuite. Learn more
How to: Execute Workflow on existing support case (ticket) upon receipt of new email
Scenario:
* Existing support case (ticket)
* New inbound email
Objective:
* Change case status on new inbound email
Use case:
* Support engineer changes ticket status to "Resolved - Pending closure"
* Scheduled Workflow moves ticket from "Resolved - Pending closure" to "Closed" on next business day (this scheduled workflow is already working and is not the subject of this request)
* If an email is received (external email, inbound) on the case while the case is in "Resolved - Pending closure" status, Workflow should activate and move case back to status "In progress"
Management may still opt to close cases, but support engineers are restricted via SuiteScript from putting tickets in Closed status.
0