Customizing Issue Notification Email

You can customize the email sent to customers and employees when there are changes to issue records.

You can choose which issue notification templates to use at Setup > Issues > Preferences > Issue Preferences.

You can create custom templates at Setup > Company > Email > System Email Templates. Custom templates are scriptable, so you can add information from the issue record or a support case associated with the issue.

There are two standard templates available:

Standard Issue Notification Email for Customers
Standard Issue Notification Email for Employees

To customize a template:

Go to Setup > Company > Email > Sytem Email Templates.
Click New to create a new template, or click Edit next to a template to make changes to an existing one.
On the Templates subtab, enter the subject of the email sent using this template.
To upload an HTML file to use as the template, select File and then select New.

NetSuite uploads your file to your File Cabinet.
To create the template using the rich text editor, select Text Editor and enter your text in the rich text field.
To insert a reference to a field in the email notification, select Issue or Case from the Field Type field, then choose the field you want to include from Insert Field.
Complete steps 4-6 for each language your company uses.

If you use NetSuite OneWorld, you can set up a template for each subsidiary. To do this, open the subsidiary record. On the Preferences subtab, click the Issues subtab, and select the customer and employee templates.

For more information about scriptable templates, see Scriptable Templates.

To customize a template:

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