[Voltron]

CSV import of support cases follows the notifications preferences. In our instance, we notify the email address on the case when the case is "created," and an "assignment notification" is sent to the support rep. Sounds good except I believe the target audience for this new feature has historical data from other systems.

We have 40k cases starting in 2001 to bring in from a SalesForce instance of a company we acquired. Worst scenario is 80k emails sent out: 1 to the customer, 1 to the assigned rep. Now that I think about the way I'm planning to handle reps who no longer are around (assigning their cases to the head of support), the worst scenario is a practical reality.

The only workaround it appears is available at the moment is to import cases in 5k clumps over a week period. Each night at our lowest 3hr load of case creation, turn off the notifications, start the import, let it take the 2-3hrs it will probably take, then turn notifications back on. Repeat the following night. In that 3hr period, any current, new cases will not have notifications sent to the customer. Since most reps assign cases to themselves, this isn't as much an issue for "assignment notifications."

I constructively suggest this is a deficient, incomplete feature. Happy to have it, but it's hard in practice to actually use as is.

Already have a case opened but decided it helpful to post here, as well – case # 1386525
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[mgoodman]

RE: Support case import sends out notifications on old cases

Though I haven't tested it, did you consider importing all the cases onto a dummy customer, and then changing the customer through a second CSV Import? That way all the creation emails would fall wherever you want.

I'm not sure though if NetSuite sends a case email when the customer is changed on a case. And yes, this would be a fair amount of extra work, but it would allow you to keep the case email functionality turned on.

[Voltron]

Great suggestion! My initial tests in sandbox are promising. The only emails going out are notifications to the assigned rep: 1 – assignment notification and 1 – case update notification. Good thing, too, because my VP's initial response was to nix the whole project because we are a 24×7, worldwide operation and can't/won't turn off notifications to customers.

While it would take a long time to do two separate imports (40k case creations, then 40k case updates), it wouldn't be much work for me. Create another column in the .csv called Punish Address, fill down with customerservice@netsuite.com and use that, then do an update import with the same file but use the legit address column.

I think it goes without saying this is not an acceptable solution but I'm not going to count on an enhancement being produced in the next week or two. We pushed this project off for 4 weeks waiting for the case import feature already.

[SteveTaylor]

The problem we had was in our implementation phase. We followed the documentation, which clearly stated that case imports would not generate a notification email. So I'm importing away, get about 8,000 into the system, and our phones light up like Christmas trees because customer are getting notifications.

You MUST turn off notifications in Setup > Support > Preferences > Notifications.

Not the first time Netsuite documention has lead us downt the wrong path.

[sdurante]

As noted in Case 1386525, this has been filed as an enhancement –

Enhancement 207826: Set Up > Support > Support Preferences > Notification > Ability to turn off notifications for CSV Import for Cases

[Voltron]

Thanks, Sheryl. Still, that it's an enhancement request is maddening. Half baked features are often worse than no feature at all. The support case import functionality is likely used 99% of the time for bringing in HISTORICAL cases, and I can't think of a reason why they'd want to notify customers on old cases. Why this isn't part of the core functionality, I don't know. Pretty silly.

I can't remember if I've mentioned the following before: it would be just fine to put a flag in the CSV import preferences to turn off notifications. Though, that brings me to another case we have opened requesting the ability to set import preferences on a per import basis, rather than having to set the preferences for ALL imports in a one-off scenario then resetting the preferences to what they were previously. In other words, it would be nice to have override ability on each import.

[mkns]

RE: Support case import sends out notifications on old cases

Hi,

This still seems to be the case (I performed a single-case CSV import) as of a few minutes ago.

As others have expressed, surely NetSuite is joking by referring to this as an enhancement?

According to NetSuite Help:

https://system.netsuite.com/help/helpcenter/en_US/Output/Help/SetupConfiguration/DataManagement/CSVFileGuidelines_Support_Cases_Import.html#950574

"Imports cannot send case-related email."

So having your software behave as it is documented…is an enhancement? Am I missing something here? Could anyone from NetSuite explain this seemingly blatant logical contradiction?

Many thanks!

[jchernia]

This was miscategorized. Integration processes don't send out emails, so the status of the enhancement has been changed to Defect.

-John

[corey]

RE: Support case import sends out notifications on old cases

Originally posted by Voltron

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Create another column in the .csv called Punish Address, fill down with customerservice@netsuite.com and use that, then do an update import with the same file but use the legit address column.

Nice one. I have near to 400k cases to import. I bet the enhancement would go through pretty quick if I did that. We are just turning off the notifications, though.

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