Setting Up Online Case Forms for NetSuite OneWorld

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

If the field remains hidden on the form, customers won't see the subsidiary when they submit the form.

The Default Subsidiary preference sets which subsidiary to associate with a case when no subsidiary is explicitly set on the form. It determines:

If a subsidiary isn't set through the form or through a URL parameter, the default subsidiary is applied. If there's no matching customer, the anonymous customer placeholder for that subsidiary is used. In case profiles, the value in the subsidiary filter overrides the default subsidiary set on the online case form.

To set up an online case form:

  1. Go to Setup > Support > Case Management > Online Case Forms > New.

  2. On the Select Fields subtab, select either the Company Name field or the First Name and the Last Name fields, and mark them mandatory.

  3. Click the Set Up Workflow subtab.

  4. In the Default Subsidiary field, select the subsidiary you want to associate with cases submitted through this form.

  5. Set any other options you want. For example, add a logo on the form that's specific to a subsidiary.

  6. Click Save.

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

Related Topics

General Notices