Summary: This article provides instructions on configuring case escalation settings in NetSuite to limit escalations to support representatives only. Enabling this feature ensures that only employees with the “Support Rep” designation on their employee records appear in the “Escalate To” field on case records.
Request: The user seeks guidance on configuring case escalation settings in NetSuite to restrict escalations exclusively to support representatives. They want to know how to use the “Escalate to Support Reps Only” checkbox to limit the options in the “Escalate To” field on case records to support reps only.
Solution:
In NetSuite, you can configure case escalation settings to limit the escalation of cases exclusively to support representatives. By following the steps outlined below, you can enable this feature and ensure that only employees with the “Support Rep” designation appear in the “Escalate To” field on case records:
To set support preferences, go to Setup > Support > Support Preferences > ESCALATE TO SUPPORT REPS ONLY