New to NetSuite | How to disable Grab in Case records?

If you're just getting started with NetSuite's Case Management features, you might have noticed the Grab button on case records. This button allows support agents to manually take ownership of a case from the queue. While it can be useful in some setups, many organizations prefer to disable it to support automated workflows and fairer case distribution. 

Here’s why disabling the Grab button might be the right choice for your team—and how you can do it in just a few clicks. 

Ensure Fair Workload Distribution 

• Letting agents grab tickets can lead to cherry-picking—where they choose easy or preferred cases and avoid difficult ones.