Summary: This article provides instructions on configuring the case reopening behavior for messages in NetSuite. You can choose whether to allow closed cases to change their status to “re-opened” when a new message is added to the case. The article explains the purpose of the “Messages Reopen Closed Cases” checkbox and its impact on case status, including considerations when dealing with locked cases.
Request: The user seeks guidance on configuring the case reopening behavior for messages in NetSuite. They want to understand the functionality of the “Messages Reopen Closed Cases” checkbox and how it affects the status of closed cases when new messages are added. They also want to know if this behavior applies to locked cases.
Solution:
To set support preferences, go to Setup > Support > Support Preferences > MESSAGES REOPEN CLOSED CASES
By checking the “Messages Reopen Closed Cases” checkbox, you allow closed cases to change their status to “re-opened” when a new message is added. This behavior ensures that cases continue to reflect their current state and captures any updates or additional information provided by the customer.
However, if the checkbox is cleared (unchecked), cases will remain closed even when customers reply or add new messages. This configuration keeps cases in their closed state, preserving their original status and indicating that the issue was resolved.