If you encounter an issue where you successfully create a support case from an authorized contact account but cannot view or find the case afterward, the problem might be related to the employee record associated with the account. When this issue occurs, you may be able to enter the support case subject, answer all the… Continue reading Troubleshooting NetSuite Support Case Visibility Issue
Tag: Netsuite-support case
Test Card Decline in the SCA Sandbox Environment with MerchantE Payment Gateway
We recently faced a problem in our SCA Sandbox website with the MerchantE Payment Gateway, where transactions using test cards such as Visa, American Express, and Discover cards were failing, while MasterCard test cards worked fine. This was concerning, as when we tried to test the functionality of the website by placing an order from… Continue reading Test Card Decline in the SCA Sandbox Environment with MerchantE Payment Gateway
How to Change the Default Email When a Support Case is Raised in NetSuite
When managing support cases in NetSuite, it’s essential to have the correct contact person assigned by default. This ensures that the right individual receives notifications and can respond promptly. The default contact for support cases is often linked to the list of Authorized Contacts in your NetSuite account. These individuals are designated to interact with… Continue reading How to Change the Default Email When a Support Case is Raised in NetSuite
How to enable the NetSuite Support Login – Case Level Preference
To allow NetSuite authorized staff to access our account for case investigation, ensure both the company level NetSuite Support Login preference and the case level Allow NetSuite Login for this Case field are enabled. Company Level Preference: The NetSuite Support Login preference applies to all cases and takes precedence over the case level preference. Case… Continue reading How to enable the NetSuite Support Login – Case Level Preference
How to enable the NetSuite Support Login – Company Level Preference
After raising a support case with NetSuite for any issue, enabling the NetSuite Support Login allows their support team to access the internal QA environment of your account. This access may be requested by the support team during email or meeting communications to help investigate and resolve reported issues. In other words, the authorized NetSuite… Continue reading How to enable the NetSuite Support Login – Company Level Preference
Understanding the Role of Item Serial/Lot Numbers in Support Cases
Managing customer support efficiently is crucial for any business, and the integration of item serial/lot numbers into support cases can significantly enhance this process. However, users may sometimes encounter situations where these numbers do not appear as expected. Why Item Serial/Lot Numbers may not Appear: The Serial/Lot Number field in a Support Case may not… Continue reading Understanding the Role of Item Serial/Lot Numbers in Support Cases
Registering NetSuite case for SuiteTax Enablement request
The SuiteTax feature is hidden in the NetSuite enable features page by default. For the provision of the feature, we need to submit the SuiteTax enablement request to the NetSuite support team via an APS ticket. Navigate to SuiteAnswers and click on Contact Support in the top right corner. Select ‘Create Support Case‘. Enter ‘SuiteTax… Continue reading Registering NetSuite case for SuiteTax Enablement request
Limit escalations to support reps only
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… Continue reading Limit escalations to support reps only
Re-opened when a new message is added to the closed case
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… Continue reading Re-opened when a new message is added to the closed case
Support Groups in NetSuite for Efficient Collaboration and Case Assignment
Summary: This article provides insights into using support groups in NetSuite to streamline collaboration, manage group events, and assign cases effectively. It emphasizes the benefits of assigning cases and case territories to support groups for efficient case filtering and quicker customer response. Additionally, the article highlights the automatic creation of group calendars when setting up… Continue reading Support Groups in NetSuite for Efficient Collaboration and Case Assignment