ANS-1511 · CUSTOMER & CRM RECORDS
How to View and Export NetSuite Support Cases Submitted by Your Company
NetSuite users can access a comprehensive list of their company's support cases directly within the NetSuite Account Center.
Short answer
To view and export NetSuite support cases submitted by your company, an employee must have the 'Netsuite Support Center' permission. After logging in, navigate to the Support tab, then the 'Netsuite Account Center' link. From there, users can select 'See Support Cases' and export the list to Excel, including incident and last message dates.
Scenario
Organizations often need to review and track the support cases their employees have submitted to NetSuite. Gaining access to a comprehensive list of these cases, including key details like incident and last message dates, is crucial for internal record-keeping and support management.
Solution
To enable an employee to view and export NetSuite support cases, follow these steps:
In the Employee record, add the permission for 'Netsuite Support Center'.
The employee must log out and log in for the new role to take effect.
Go to the Support tab, where a link to 'Netsuite Account Center' will now be available.
In the NetSuite Account Center, select 'See Support Cases'.
Users can then export this list to Excel, which includes details such as Incident Date and Last Message Date.
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