ANS-1135 · ROLES, PERMISSIONS & SECURITY
How Do NetSuite Employee Center Users See Cases Assigned To Them?
NetSuite's Employee Center enforces specific ownership rules, primarily allowing users to view cases where they are designated as the 'Employee' or creator, distinct from supervisor assignment.
Short answer
NetSuite Employee Center users primarily see cases where they are listed in the 'Employee' field, as this field defines ownership for internal help desk cases. This means users typically view cases they created themselves. Supervisors assign cases to support staff using the 'Assigned To' field, which is separate from Employee Center visibility.
Scenario
Users accessing NetSuite through the Employee Center role often inquire about their ability to view cases that have been assigned to them. The expectation is that cases assigned by a supervisor would automatically appear in their view, similar to how customer center cases might be managed. However, the default behavior and field configurations can lead to confusion regarding case visibility.
Solution
NetSuite enforces specific ownership rules for cases accessed through the Employee Center role. For these cases, visibility is determined by the 'Employee' field, not the 'Assigned To' field. By default, an employee can only view cases they have created themselves, as the 'Employee' field is automatically populated with their user record upon submission. Supervisors assign cases to support representatives or groups using the 'Assigned To' field. This assignment mechanism is distinct from the 'Employee' field, which governs an individual's ability to view cases within the Employee Center. This logic is primarily designed for internal Help Desk scenarios, rather than managing customer-facing cases.
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