How to Submit a Support Case in NetSuite

Will G
19 steps
2 minutes

Netsuite

Start at your NetSuite Home Screen.

Click "Open a Support Case" from your Shortcuts.

First, notice the checkbox labeled Internal Support, immediately above the orange circle. If this box is CHECKED, the case should only be a matter of internal support, meaning it's not on behalf of a shopper or shop owner. If the box is NOT CHECKED, the case should relate to an external party: shoppers and shop owners.

Add a brief subject line.

Type "Leak in West Little Rock"

If you see this warning, just close it out, and check "Don't show this message again".

Click the dropdown for the "Shop Owner or Employee" field

Click "List"

Select your name, or type in the search bar and press Enter You should see your contact information populate automatically (email & phone).

Input a "Type" of case, if you'd like.

Input the Case Issue

Input your Message on the left-hand message box. I'm renaming this field to "Incoming from Shop Owner or Employee".

Type your message. In this case: "PLZ HELP!!! THE WATER IS COMING IN LIKE A RIVER OMG"

If you'd like to add files along with your case, click the Files tab at page bottom.

Click the small "Plus Sign" to begin adding a file.

On the next screen, you can choose where you'll attach file from; in most cases, select "Computer" in the Attach From field. Then, choose your file as shown in orange below.

Click "Images" in the Folder Field

Click "Save", which will ensure your file is attached.

Click "Save" once you're back on the main Case page; this'll submit your case!