Case Incident Portal
Since the roll-out of NetSuite, my client's users were reporting system issues via their centralised mailbox shared amongst the system administrators. This support model lacked any structure as no priority were set for them, tracking the issues were difficult and more importantly, no follow-up reference number was provided to the users. This project focused on implementing a capability which would:
• Enable authorised users to log a case.
• Be only accessible via the NetSuite account (i.e. no external online forms)
• Ensure users cannot access the "Case" record type in anyway or form (i.e. to create or update cases)
• Enable users to select a priority for their case and (most importantly) have help text on screen to describe each priority value.
Build a custom Suitelet which would act as a portal for users to log a case on NetSuite, and is navigational via the NetSuite main menu.
One challenge I encountered was enabling help text on the portal. Using the "Field Source" function, it was a simple task to update the help text whenever a value updated in a list field. However, NetSuite does not offer the same capability for free-text fields and thus, required some code in a client script to make this happen. Check out my Event Handling page to read the solution in more detail.