Requirement:
How does NetSuite functionality of creating internal support cases work?
Solution:
Cases can be created in NetSuite to track issues reported by customers. Cases can be created by support rep by creating case records when the customer reports a problem. Also, customer issues, questions, or other feedbacks entered through an online case form or email to your support address can automatically create a case record. To create cases, Go to Lists > Support > Cases > New. Company or individual for which this case can be pertained to can be selected. For whom you want to assign this case can be chosen under the profile section. This profile determines the from name and from email address on the notifications that send for this case. To create a new profile, Go to Setup > Support > Case Profiles > New.
If an item is related to the tracking issue, then item can be assigned to support cases. To fetch the item to item field in Case record, Offer support checkbox under the preference subtab of item record should be checked.
Types can be added in Case records to determine the kind of issue the individual or company is reporting. By default, problem, question or concern options are available in NetSuite. New case types can be added by going to Setup > Support > Case Types > New.
Issues, origin, contacts and communication details related to the case can be added in the case record. When a case record is created it will be saved under the status Not started with a response status of Awaiting Support Reply. When you answer the case, whether you close the case or not, the response status is set to Awaiting Customer Reply.
The created case can be assigned to Task if the task is related to case.