[sdcinvan]

Hello all,

This is a long shot so please forgive the possible ambiguity of my question.

I am wondering how relatively complicated it would be to add an append message button to a customer support case template. In other words, when a customer logs into our customer support portal and views an open ticket, they will see their message(s) under the section, Interactions. However, the only way a customer can append messages to the ticket is through an email reply; that is rather inconvenient for our customers.

If it is possible to generically describe how to edit this? I would like to know I can edit the case template in order to add a button that would allow additional details to be added to a case.

I am a novice with NetSuite (but a seasoned programmer so I might actually understand the steps) and I have access to the NetSuite templates as well as an admin account. Is this something I can can with a few basic tips? Or must I hire a consultant (ideally, want to avoid this)? I've been browsing through the system for the last 1/2 hour and it seems quite non-intuitive (from a novice POV). :]

Our current setup is pretty much stock with very little customization (we are planning an overhaul in the new year).

Thank you,

Doug
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[chanarbon]

Hi Doug,

Based on the use case that you are trying to achieve, you should first prepare a client script that will performing the appending of value and then bind that to a button for the form on your case form.

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