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Alerts not working for cases that were entered from customer support form

edited Nov 22, 2019 6:17PM in CRM

We have a customer support form that is open to the public (https://forms.netsuite.com/app/site/crm/externalcasepage.nl?compid=652020&formid=1&h=2300c985a0422aa02c10)

When a customer selected of priority of we have a saved search with an alert to a tech rep that emails him the contents of the search.  The alert never gets fired when the customer enters a case using this saved search. 

If we enter the case directly into NetSuite, the alert is fired.

Regardless of the method of entry, when I goto the saved search, the correct records are returned it is just that the alerts are not being fired.

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