NetSuite Support Login
The authorized NetSuite staff may occasionally need to access a copy of your account in an internal QA environment to investigate and fix any cases and issues you have reported. To give you better flexibility and control over how and when you allow the authorized NetSuite staff to have such access, we provide both a company and a case level preference.
The NetSuite Support Login preference is a company-wide preference that takes precedence over the case level preference. It provides three different modes of permission to access a copy of your account data.
The NetSuite authorized staff never accesses live accounts. This preference is only ever used to give access to a copy of your account in an internal QA environment. We never access any of your live environments such as Production, Sandbox, and Release Preview.
To set the NetSuite Support Login preference
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An administrator can go to Setup > Company > NetSuite Support Login.
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Select from one of the following three options:
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Always - with this permission, the authorized NetSuite staff will be able to access a copy of your account in an internal QA environment for the sole purpose of troubleshooting reported cases and issues. Such access is granted for any open case during first 90 days. You may be asked for additional approval by re-checking Allow NetSuite Login for this Case after this period to reset the timer.
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Case Duration - with this permission, the authorized NetSuite staff will be able to access a copy of your account in an internal QA environment for the sole purpose of troubleshooting reported cases and issues. Such access is granted on a case-by-case basis. The Allow NetSuite Login for this Case field must be marked on the case form when it is created or updated to set 90 days access timer. You may be asked for additional approval by re-checking Allow NetSuite Login for this Case after this period to reset the timer
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Never - with this permission, the NetSuite staff has no access to copies of your account in internal QA environments.
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To make sure it works as intended, set the permission up in the Production account. Your Sandbox accounts do not keep the permission set up when they refresh.
Allow NetSuite Login for a Case
The Allow NetSuite Login for this Case field works in conjunction with the value set at the NetSuite Support Login preference. This field must be enabled to allow the NetSuite staff to access a copy of your account for investigating your cases and issues.
To enable the Allow NetSuite Login for this Case field, you must be logged in to the NetSuite Account Center, which is only available to employees with either the NetSuite Support Center role or the NetSuite Support Center (Basic) role. The NetSuite Account Center can be accessed through the NetSuite Account Center portlet (located on the Support tab). For more information about accessing the NetSuite Account Center, see Accessing the NetSuite Account Center.
The field can be enabled when creating new cases or when editing existing ones.
The NetSuite Support Login preference takes precedence over the Allow NetSuite Login for this Case field on the NetSuite case form.
If the NetSuite Support Login preference prevents access, even if the Allow NetSuite Login for this Case field is enabled, when creating or updating the case, authorized NetSuite staff cannot access a copy of your data
Which option should I choose?
Choosing the most appropriate level of access depends on your company's business requirements to limit how, when, and if authorized NetSuite staff access a copy of your account data in an internal QA environment.
Who are NetSuite Authorized staff?
Authorized NetSuite staff are specific members of the Support, QA, and Development teams, who have been granted permission to access a copy of your account data for the sole purpose of troubleshooting and rectifying the case which you have reported.