1. Support Management
  2. Setting Up Case Management
  3. Assignment Rules & Territories
  4. Creating Case Rules

Creating Case Rules

A case assignment rule is a set of parameters for how support cases are distributed to support reps. The rules are based on fields in the case record. After you create case rules, they're grouped together as case territories. These territories are assigned to your support reps, so that new support cases are distributed automatically.

For example, Wolfe Electronics creates a rule called Installation Issues for cases where Installation is selected in the Support Issue field. They can then group this rule with other rules to create a territory.

If you use NetSuite OneWorld, you must create case rules based on the subsidiary field. This field ensures that support reps are assigned cases only in subsidiaries they have access to. For more information, see Customizing Support Rep Roles for NetSuite OneWorld.

To create a case rule:

  1. Go to Setup > Support > Case Management > Case Rules > New.

  2. On the Select a Rule Field page, click the name of the field you want to base this rule on.

    The type of field you select determines what kind of criteria or sub-criteria you can set.

    Under Customer Fields, you can select a field from customer records to base the rule on. For example, you can create a rule for all cases submitted by customers from Maine.

  3. On the Case Field Rule page, enter a name for this rule.

  4. Enter a description for this rule.

  5. The field you're basing this rule on appears below the Description field.

  6. Set the criteria you want for this rule. The criteria you can set are based on the field type:

    • Numerical fields – criteria and subcriteria based on numerical ranges

    • Text fields – criteria and subcriteria based on case-sensitive, alphanumeric content

    • List fields – criteria based on including or excluding choices in pre-existing list

      You can select more than one choice in the list by holding CTRL while selecting additional options with your mouse.

  7. When you're done setting your criteria, click Save.

After you've created the case assignment rules, group those rules into territories and assign the territories to support reps. To do this, go to Setup > Case Management > Case Territories > New. For more information, see Creating Case Territories.

Related Topics

General Notices