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New to NetSuite | Case Management > Creating Case Rules
In NetSuite, case assignment rules define how support cases are distributed to support reps based on fields in the case record, helping ensure cases reach the right team quickly. After you create case rules, they are grouped into case territories. These territories are then assigned to support reps so that new support cases are distributed automatically.
To create a case rule:
- NetSuite: Go to Setup > Support > Case Rules> New.
- NetSuite Next:Click Explore (hamburger icon in the bottom left corner beside the home button), and in the menu go to Setup > Support > Case Rule then click the New button.
- On the
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