How can an Administrator access open case tickets submitted to NetSuite Support by another user?

An Administrator can view all support cases for their company, including those submitted by other users, via the NetSuite Account Center (NSAC). The NSAC is the central portal for managing your company's account and support services with NetSuite. There are two primary, documented methods for an Administrator to access this portal:

1. Navigating through the SuiteAnswers portal (the main help center).

2. Using a direct link from the NetSuite Account Center portlet on their dashboard.

Both options B and D describe these valid access paths.

A. The path Lists > Support > Cases is used for managing your company's internal support cases with its own customers, not for viewing support tickets submitted to NetSuite.

C. Accessing the Help Center to search is for finding documentation and knowledge base articles, not for viewing transactional data like your company's open support cases.

1. NetSuite Help Center

SuiteAnswers. Topic: "Viewing Support Cases"

Doc ID: 90004.

Reference for B and D: This official documentation states

"You can view your support cases in the NetSuite Account Center. To access the NetSuite Account Center

go to the SuiteAnswers home page and click the NetSuite Account Center link in the header. You can also add the NetSuite Account Center portlet to your dashboard for quick access." This confirms both the SuiteAnswers path (B) and the portlet path (D) are correct methods.

2. NetSuite Help Center

SuiteAnswers. Topic: "NetSuite Account Center Portlet"

Doc ID: 90005.

Reference for D: "The NetSuite Account Center portlet provides convenient links from your dashboard to the NetSuite Account Center... Links may include: ... View Support Cases". This explicitly validates the portlet as a method for accessing cases.

3. NetSuite Help Center

SuiteAnswers. Topic: "Case Management"

Doc ID: 89988.

Reference for A (Incorrect): This document describes the setup and use of the Case Management feature within NetSuite for tracking support issues with a company's own customers

distinguishing it from the process of seeking support from NetSuite.