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How to re-open a case automatically when an internal message is received

edited Jun 2, 2025 2:52PM in Ask A Guru 3 comments

Hello, I am hoping for some advice regarding cases in NetSuite.

We have been trying to set up emails in NetSuite to create cases and for the most part, have been successful. However, a real sticking point is when we close a case, and an internal message is received on the case (a reply from a question we have sent for example), this does not re-open the case and other than an email notification (which is not practical), we have no idea that the case has a message on it.

Can we set this so the cases re-open after an internal message is received?

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