ANS-0613 · CUSTOMER & CRM RECORDS
How to Update the Help Desk Checkbox on NetSuite Case Workflows?
NetSuite workflows can sometimes fail to update the Help Desk checkbox on case records if incorrect trigger points are selected, requiring specific event types for successful field modification.
Short answer
To update the Help Desk checkbox on NetSuite case records via a workflow, set the action to trigger on "After Field Edit" or "Before User Edit" events. Other common trigger points like "Before Record Load," "Entry," "on Exit," "After Field Sourcing," or "Before User Submit" will not reliably update this field, even if workflow logs suggest success.
Scenario
When attempting to update the Help Desk checkbox on a NetSuite case record via a workflow, administrators may observe that the field does not reflect changes, even when workflow logs indicate a successful update. This issue typically arises when the workflow action is configured to trigger on events such as "Before Record Load," "Entry," "on Exit," "After Field Sourcing," or "Before User Submit."
Solution
To ensure the Help Desk checkbox on a NetSuite case record is successfully updated by a workflow, configure the workflow action to execute during one of the following specific trigger points:
After Field Edit
Before User Edit
Using these trigger points will correctly update the Help Desk checkbox, eliminating the need for a custom script to achieve this functionality.
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