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Support Case Duplication Issue — Customer Auto-Replies Adding Email Address to Header
The Issue: Our team has been experiencing duplicate Support Case creation when customers reply to case-related emails. The root cause appears to be customers using auto-reply or manually adding our Customer Service email address back into the email header (To/CC fields) when responding. When this happens, NetSuite…
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Case Management - Required Fields Clarification
Within the online case form we have created in NetSuite, the Title field is set to be mandatory. Is there a way to make it so that it is not required? If for any reason it has to be mandatory, is there a way for us to create this title on the backend using inputs from the customer? (e.g. {FIRSTNAME LASTNAME - DATE - CASE…
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Netsuite Cases - Resolved on First Contact data
Good afternoon, On the standard report 'Case Activity by Support Rep Detail' there is a field called 'Resolved on First contact'. Can anyone advise me how this works as it doesn't appear to be working in our environment. For example when a case is received a 'Support first reply is sent', presumably the 'Resolved on First…
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Creating Help Desk Cases via Email Capture
Good day, everyone. I am trying to set email capture to create help desk cases with NetSuite Support Management. For this purpose I have: Created a case profile for Help Desk cases Set case rules and territories to capture assign those with such profile properly to the Help Desk agent Created a workflow that when an email…
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'CreatedBy' not available on Case ?
Greetings All- Am I correct that there is no way natively to determine who created a Case record? I do not see a 'CreatedBy' field available in the Schema/Records browser. Is the only option to create a Custom field? Thanks! MJ