General
General · 21 fields · 20 with a value · 1 empty
- Altnamealtname
- Manage Cases
- Baserecordtypebaserecordtype
- customrecord_ns_imp_req_module
- Customformcustomform
- Module Form
- Isinactiveisinactive
- No
- Lastmodifiedlastmodified
- 8/2/2018 11:38 am
- Linenumberlinenumber
- 185
- Module descriptioncustrecord_ns_imp_module_description
- In Case Management, once a problem is reported, this is routed and assigned to employees or groups according to rules as defined in the system. During processing of the case, if the assignee can address the problem then he can opt to respond to the customer and close the case. Otherwise, the case is escalated to any employee or employee group. When this happens, the case does not raise its priority or change who the case is assigned to. It simply sends an email message to let the person know that assistance is needed on the case and changes the status of the case to Escalated. The email includes the case number, the escalation message, and the customer's message. Escalation rules can be set up to ensure that high priority cases are routed to the correct person or group in the company at the right time. With escalation rules, criteria can be set to escalate cases. Escalation assignments are then created to group these rules. When a case matches the criteria that is set, it is automatically assigned to the person or group selected for the escalation assignment. The following diagram provides an outline of how the support process will be implemented in NetSuite:
- Module processcustrecord_ns_imp_module_process
- 8 Call to Resolution
- Namename
- 8.2
- Ownerowner
- Mihir Bhatnagar
- Owneridownerid
- 7
- Recordidrecordid
- 191
- Rectyperectype
- Module
- Rectype 242 1695 maxnkeyrectype_242_1695_maxnkey
- 258
- Scriptidscriptid
- value_54337_t1247005_997
- Submitnext tsubmitnext_t
- customrecordentry
- Submitnext ysubmitnext_y
- 242
- Templatestoredtemplatestored
- No
- Typetype
- custrecordentry
- Versionversion
- 3
No value 1
- Parent modulecustrecord_ns_imp_parent_module
- —
System & IDs
System & IDs · 12 fields · 7 with a value · 5 empty
- Customform refidcustomform_refid
- 102
- Entryformquerystringentryformquerystring
- rectype=242&e=T&id=191
- Idid
- 191
- InternalIdInternalId
- 191
- Module process refidcustrecord_ns_imp_module_process_refid
- 8
- Owner refidowner_refid
- 7
- Rectype refidrectype_refid
- 242
No value 5
- Customwhencecustomwhence
- —
- Externalidexternalid
- —
- Nsbrowserenvnsbrowserenv
- —
- Parent module refidcustrecord_ns_imp_parent_module_refid
- —
- Selectedtabselectedtab
- —
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