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Integration Service Activities
Last updated Nov 19, 2024

Creating a Support Case in Oracle NetSuite

The following tutorial shows you how to build a workflow that creates a support case in NetSuite with only a customer's email address.

  1. Add a List All Records activity to the canvas and configure the Connection to Oracle NetSuite. This connection is propagated to the rest of the NetSuite activities once configured and is used for the entire workflow. This activity is used to retrieve the Internal ID of the customer, based on the e-mail address you have. Rename the activity to Customer Internal ID.
  2. In the Select Object field, open the drop-down menu and select Customer. This displays the properties specific to this type of object.
  3. Click the Where field. The Filter builder is opened. Create a filter that states Email = [email protected] where [email protected] is the email address of the contact. Save the filter.
  4. In the Max Records field, write a value that accommodates the data you want to retrieve, in this case, 10. The first List All Records activity should look like this:


  5. Add a Write Line activity. In the Text field, select Customer Internal ID > First Customer Record > InternalId > InternalId. This displays the Internal ID of the customer retrieved from NetSuite in the Output panel.
  6. Add a second List All Records activity. Its connection is automatically configured. This activity is used to retrieve the Internal ID of the contact associated with the customer you retrieved earlier. Rename this activity to Contact Internal ID.
  7. In the Select Object field, select Contact.
  8. Click the Where field. The Filter builder is opened. Create a filter that states Company = InternalID, where InternalID is the variable retrieved from Customer Internal ID > First Customer Record > InternalId > InternalId.
  9. In the Max Records field, write a value that accommodates the data you want to retrieve, in this case 10. The second List All Records activity should look like this:
    docs image
    Note: In NetSuite, all primary keys are denoted as Internal IDs.
  10. Next, add a second Write Line activity. In the Text field, select Contact Internal ID > First Customer Record > InternalId > InternalId. This displays the Internal ID of the contact retrieved based on the Internal ID of the customer.
  11. Add a Create Basic Support Case activity. Its connection is automatically configured based on the previous connections.
  12. In the Subject field, add the subject of your support case, in this case we will use Subject from upstream case.
  13. In the Company field, add Customer Internal ID > First Customer Record > InternalId > InternalId, which is the Customer Internal ID retrieved from the Customer Internal ID activity.
  14. Configure a Status and a Priority for the support case you want to create by choosing an appropriate value from each drop-down.
  15. In the Contact field, insert the Contact Internal ID > First Customer Record > InternalId > InternalId., which is the Internal ID of the Contact retrieved from the Contact Internal ID activity.
  16. In the Category field, select an appropriate category from the drop-down menu.
  17. In the Incoming Message insert the message you want to be sent along with the support case.
  18. Add another Write Line activity. In the Text field, select Create Basic Support Case > Case Number > Case Number. This displays the number of the support case you have just created in the Output panel.
  19. Run the workflow. The Contact Internal ID retrieved from the email address is displayed, the Customer Internal ID retrieved based on the Contact Internal ID is displayed, a support case is created in NetSuite and the case number is also displayed in the Output Panel.

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