NetSuite Support Login
The authorized NetSuite staff may occasionally need to access a copy of your account in an internal QA environment to investigate and fix any cases and issues you have reported. To give you better flexibility and control over how and when you allow the authorized NetSuite staff to have such access, we provide both a company and a case level preference.
The NetSuite Support Login preference is a company-wide preference that takes precedence over the case level preference. You can choose from three different access options to your account data.
The NetSuite authorized staff never accesses live accounts. This preference is only ever used to give access to a copy of your account in an internal QA environment. We never access any of your live environments such as Production, Sandbox, and Release Preview.
To set the NetSuite Support Login preference
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An administrator can go to Setup > Company > NetSuite Support Login.
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Select from one of the following three options:
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Always - with this permission, the authorized NetSuite staff will be able to access a copy of your account in an internal QA environment to troubleshoot reported cases and issues. Access is granted for any open case during first 90 days. You may need to approve access again after 90 days by re-checking Allow NetSuite Login for this Case to reset the timer.
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Case Duration - with this permission, the authorized NetSuite staff will be able to access a copy of your account in an internal QA environment to troubleshoot reported cases and issues. Access is granted on a case-by-case basis. When a case is created or updated, you must check the Allow NetSuite Login for this Case field on the case form to set the 90 days access timer. You may need to approve access again after 90 days by re-checking Allow NetSuite Login for this Case to reset the timer.
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Never - with this permission, the NetSuite staff has no access to copies of your account in internal QA environments.
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To make sure it works as intended, set the permission in the Production account. Your Sandbox accounts don't keep the permission set when they refresh.
Allow NetSuite Login for a Case
The Allow NetSuite Login for this Case field works in conjunction with the NetSuite Support Login preference. You must check this box to allow the NetSuite staff to access a copy of your account for investigating your cases and issues.
To check the Allow NetSuite Login for this Case box, you must be logged in to the NetSuite Account Center, which is only available to employees with either the NetSuite Support Center role or the NetSuite Support Center (Basic) role. You can access the NetSuite Account Center through the NetSuite Account Center portlet (located on the Support tab). For more information, see Accessing the NetSuite Account Center.
You can check this box when you create new cases or edit existing ones.
The NetSuite Support Login preference takes precedence over the Allow NetSuite Login for this Case box on the NetSuite case form.
If the NetSuite Support Login preference prevents access, even if the Allow NetSuite Login for this Case box is checked, authorized NetSuite staff can't access a copy of your data.
Which option should I choose?
Choosing the most appropriate level of access depends on your company's business requirements to limit how, when, and if authorized NetSuite staff access a copy of your account data in an internal QA environment.
Who are NetSuite Authorized staff?
Authorized NetSuite staff are specific members of the Support, QA, and Development teams, who have been granted permission to access a copy of your account data to troubleshoot and solve your case.