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!
Escalation messages ARE NOT private, contrary to Help Guide
All my testing in our sandbox demonstrates the only "private" messages the customer can't view are those messages entered in the Reply text area and marked "internal only."
To reproduce:
1. Open a case record (in sandbox)
2. Go to Escalate tab and set Escalatee to anyone but yourself
3. Enter escalation message. I enter a message like "this is an escalation message to [escalatee]" to make it easy to keep track of what I'm seeing.
4. Save case.
[INDENT]You'll receive an email that was "originally to" the escalatee and you'll see the message you entered both in the main part of the email and in the following message history.
0