Upcoming Changes to the External Case Response Page

This notice is intended for customers who have used the External Case Response Page feature in NetSuite CRM to receive and manage support requests from your customers in the last 12 months.

What Is Changing?

As of NetSuite 2025.1, external access links to the External Case Response Page will become time limited and some fields on the page will no longer be editable. These changes will enhance the security of your case information. The External Case Response Page is a web page that shows information about a support case to users who don’t have NetSuite accounts, such as your customers. External access links to this page are automatically generated and emailed to users whenever their support case is updated. External users also can edit some case information on this page. The following changes to the