Overview

This manual will guide you through the steps of locating a list of created cases so as to review. There are several ways of viewing cases which will be separated into three sections: Locating support case list, reviewing cases by sales order, and reviewing cases from customer records.

Requirements

1. Netsuite Account
2. Appropriate permissions to create/edit support cases

Locating Support Case List

1. Depending on your Netsuite layout go to Customer > Customer Service > Cases. Click on cases. Or List > Support > Cases. Click cases.
   
2. Support cases have different statuses in which you can filter on. Each one represents where the case is in the process and which department should be working on them. Below you will find a general description: 
   

1. Not Started - These are orders that have been brought in by the web and require the attention of the sales representative. 
2. Under Review - Orders that a sales representative is currently working on.
3. Ready to Start - This is assigned by a sales representative once all information has been collected and is ready to be processed. 
4. In Progress - This is to be used for cases that are unable to be finished because of time constraints. If the returns department feels like it cannot finish a case, the status will be set to ‘In Progress’ and returned to it the following day. 
5. Need More Information - Used by the returns department to indicate that the order is missing information and is on hold. 
6. Escalated - The order has been sent to a supervisor in order to resolve an issue.
7. Complete - Returns department has processed the case and is working on the return. 
   

3. Once you have filtered on cases with your desired status you can then filter on the ‘Priority’ of the case. A priority represents the time sensitivity of the case and should be used as a method of processing certain cases over others.             

4. You will also be able to filter on sales rep. These are by no means the only filtering options but will most likely be used often. For more filtering options please contact tech@afgdistribution.com
5. You should now have a list of cases with the desired status, priority, and sales representative.

6. At any point you can edit or view a case from the case management work list by clicking on edit or view.
   

Reviewing Cases by Sales Order

1. Once you have created a case from a sales order you have created a link between the two transactions. At any time you will be able to hyperlink between the two.
   
2. From the sales order go to Related Records > Support Cases and click on the case document number. 
3. To return back to the sales order from the case go to Related Records > Transactions and click on the sales order document number. 
   

Reviewing Cases From Customer Record

1. While on the main page of the customer record go to Support tab. From there you will see a list of all cases for that customer.
   
2. Click on document number to return to case or edit to open in edit mode.