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 required questions, and even receive a success message upon submitting the case. However, when you try to view the created support case, it might not appear in the support case list in the “See Support Cases” section from the NetSuite Account Center’s .
To resolve this issue, follow these steps:
- Open the Employee Record: Navigate to the employee record of the authorized contact used to create the support case.
- Check the Full Name Fields: Ensure that the employee’s full name is properly entered, including the First Name, Last Name, and Middle Name. In many cases, the Middle Initial field is left blank during account creation, which can cause the issue.
- Add a Middle Initial: If the Middle Initial field is empty, add any initial or name to this field.
This small adjustment may resolve the issue and make the support case visible in the system.
To confirm that the problem is fixed, try creating a new test case. Verify that the support case is now properly visible in the support case list, can be edited, and allows sending and receiving messages through the NetSuite Support Center.