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SuiteWorld October 6 - 9, 2025: Agenda Builder is live!
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Read on for the latest updates including:
• Agenda Builder launch
• SuiteWorld On Air registration
• New NetSuite Prompt Studio Contest
• And more!
Check out this thread to learn more!
How to: Execute Workflow on existing support case (ticket) upon receipt of new email
Scenario:
* Existing support case (ticket)
* New inbound email
Objective:
* Change case status on new inbound email
Use case:
* Support engineer changes ticket status to "Resolved - Pending closure"
* Scheduled Workflow moves ticket from "Resolved - Pending closure" to "Closed" on next business day (this scheduled workflow is already working and is not the subject of this request)
* If an email is received (external email, inbound) on the case while the case is in "Resolved - Pending closure" status, Workflow should activate and move case back to status "In progress"
Management may still opt to close cases, but support engineers are restricted via SuiteScript from putting tickets in Closed status.
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