Entering a Case

A support rep should use the following steps to create a case record when a customer who calls in.

To enter a case:

Go to Cases > Customer Service > Cases > New.
Under Primary Information:
1. Select the form you want to use to enter this case in the Custom Form field.
  
  You create custom case forms at Customization > Forms > Entry Forms.
2. Enter the subject of this case.
3. Select the company this case pertains to.
  
  Companies and individuals you have customer or partner records for appear in this list.
4. Select the profile you want to assign to this case. This profile determines the from name and from email address shown on email notification sent for this case and the notification templates used.
  
  For more information, see Creating Case Profiles.
5. Select the person or group this case is assigned to.
  
  To automatically notify the assignee by email when a case is assigned to them, go to Setup > Support > Preferences > Support Preferences. On the Notification subtab, check the Notify Assignees box.
6. Select the contact who is reporting this support issue.
7. Enter the email address(es) of the customer or contact.
  
  You can enter multiple email addresses separated by commas or semicolons.
  
  When you check the Email Reply box under your message, the message is sent to all addresses in this field.
8. In the Phone field, enter the customer or contact's phone number.
9. Select the status of the case.
  
  The status of a case can help you track the case workflow process and report progress. You can also place a case on hold using case statuses. For more information, see Creating Case Statuses.
10. Select the priority of the case.
  
  Case priorities can help determine how important it is to answer a case quickly. For more information on setting up priorities, see Creating Case Priorities.
11. In the Quick Note field, add a short note about the case.
  
  This note can only be seen internally by those in your support team with access to the case. You can also add this field to the cases list to allow you to make notes when viewing the list.
Note:
If the Phone number or the Email address field on the Contact record is blank, NetSuite updates it using the one from the Case record.
Under Incident Information:
1. In the Incident Date field, enter or pick the date of the issue or problem or when the issue was reported.
2. In the Incident Time field, enter the time the issue or problem occurred or was reported.
3. If you offer support for items, select which item this case refers to.
  
  To offer support for an item, go to the item's record, and check the Offer Support box.
4. If you use serial numbers, you can select the serial number for the item in the Serial/Lot Number field.
5. If you use the Issue Management feature, select a product this case pertains to.
6. If this case pertains to a product, select the appropriate module for that product.
7. Select what type of issue this is.
  
  Administrators and Support Administrators can create new case types at Setup > Support > Setup Tasks > Case Types > New.
8. If you offer support for issues, select which issue this case is for.
  
  Administrators and Support Administrators can create support issues at Setup > Support > Setup Tasks > Case Issues > New.
9. In the Origin field, select how this case was reported.
10. If you use the Help Desk feature, check the Help Desk box if this is an internal case entered by an employee.
  
  Note:
  You can create case rules and assignments to automatically assign help desk cases to your IT staff. For more information, see Assignment Rules & Territories.

Click the Communication subtab.

In the Message field, enter the message that the customer sent you. This message is saved to case records.

If a customer logs in to submit a case using an online case form, the case Author is the customer. If a customer submits a case using an online case form without logging in, the Author is listed as -Online Form User-.

If you create the case record and enter a Message, you are shown as the case Author.

Note:
For saved cases, you can copy and blind copy others on messages and send attachments using the Email button on the Messages subtab.
If you would like to add a solution to the reply, do one of the following:
- Enter part of the title of the solution in the Insert Solution field, and click Tab.
- Click List to choose a solution from the list.
- Click Search to search for a solution to attach.
Solutions are attached at the end of the reply. If you are emailing a reply to the customer, the text of the solution is included at the end of your reply.
If you want to create a new solution from your reply, click New Solution.

A solution popup opens. Enter information for the solution, and click Save.
In the Reply field, enter the response given to the customer. You can use the Rich Text Editor to format your reply. You can also click the HTML Source Code link to enter HTML in this field.

This reply is recorded on both the customer and case records.
If you want to email the response to the customer when this case is saved, make sure the Send to Customer box is checked. The reply is also sent to employees selected in the Copy Employees field.

You can set a default for this check box at Setup > Support > Preferences > Support Preferences.
Check the Internal Only box if the reply should be sent only to the employees selected in the Copy Employees field.
If you want to attach a file to the case, on the Communications subtab, click the Files subtab to attach any files associated with this case from the File Cabinet. Click the Plus sign button to attach an external file to the case.
Click the following links to view information for other subtabs:

Click Save or one of the options:

Save & New

Saves the case and opens a new blank case form.

Save & Same

Saves the case and opens a new form. The company field is prefilled with the same company used in the previous case.

Save & Edit

Saves the case and reopens the record for editing.

This case is now saved as an open case in the cases list with a response status of Awaiting Support Reply. When you answer the case, whether you close the case or not, the response status is set to Awaiting Customer Reply.

You can view cases awaiting support reply, cases awaiting customer reply, or all cases. Set the Response Status filter at the bottom of the cases list.

Customer issues, questions, or other feedback entered through an online case form or email to your support address automatically create a case record. NetSuite creates the case record with the information the customer submits, and sets the status to Awaiting Support Reply.

To enter a case:

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