Setting Up Online Case Forms for NetSuite OneWorld

By default, the Subsidiary field is also included on online case forms as a hidden search field. You can set the value of the subsidiary field on the form by including the subsidiary parameter in the URL. You can also choosinge a default subsidiary on the Set Up Workflow subtab of the online case form.

If the field remains hidden on the form, the subsidiary will not be seen by the customer submitting the form.

The Default Subsidiary preference is used to define the appropriate subsidiary to associate with a case when no subsidiary is explicitly set on the form. It determines the following:

Which customers are considered when NetSuite searches to determine if there is an existing record for the person submitting the form.

NetSuite only considers the customers associated with the subsidiary set on the form when determining if there is an existing record.

For example, you set the Handle Duplicate Records preference to create a new customer record when no match is found. NetSuite creates the record and associates it with the subsidiary set on the form. If no subsidiary is set on the form and no default subsidiary is set, the new record is associated with your root parent subsidiary.

Another example, there is no matching record and the Handle Duplicate Records preference is not set to create a new record. NetSuite associates the new case with an anonymous customer record. If a subsidiary is set, the case is associated with that subsidiary's anonymous customer placeholder.
The subsidiary set on the case record that is created.

If a subsidiary is not set through the form or through a URL parameter, the default subsidiary is applied. If a matching customer is not found for the case, the anonymous customer placeholder for that subsidiary is used. In case profiles, the value in the subsidiary filter takes precedence over that entered in the default subsidiary field on the online case form.

To set up an online case form:

Go to Setup > Support > Case Management > Online Case Forms > New.
On the Select Field subtab, select either the Company Name field or the First and Last Name fields and mark them mandatory.
Click the Set Up Workflow subtab.
In the Default Subsidiary field, select the subsidiary you want to associate with cases submitted through this form.
Set other options on the form. For example, you might put a logo on the form that is specific to a subsidiary.
Click Save.

For more information on online case forms, see Online Case Forms.

To set up an online case form:

Related Topics