The quick answer
Find the unassigned case in the Cases list and select Grab. NetSuite assigns an eligible case to you immediately. Check Assigned To on the same case, then open it to review the issue. The status after grabbing follows your account’s configuration.
The screenshots show sample data. Person and operating-company names are fictional. Use your own records and values when following the steps.
Before you start
Customer Support and Service must be enabled. Your employee must be set up as a support representative, with access to the case. Confirm that the case is unassigned or otherwise eligible to grab. Taking ownership doesn’t solve the issue or prove that the customer has been notified.
01. Open the Cases list
Use Lists > Support > Cases in the demonstrated role. Your support center may organize this menu differently. Find the case by number and subject before acting on its row.
02. Check the unassigned case
Inspect Assigned To and Status. The example case concerns a scanner that disconnects during receiving. It has no individual owner and is Not Started; the Grab link is available on that row.
03. Grab the case and verify its owner
Select Grab once. Wait for the row to update, then check Assigned To. This example changes to Morgan Ellis and In Progress. Claiming the case doesn’t need a second Save; later edits to the case do.
04. Open the case and review the issue
Open the case number. Confirm the owner and read the customer’s original message before responding. The receiving-scanner problem remains open in this example; only responsibility has changed.
Check the result
- The same case is now assigned to the intended support representative.
- Its status matches your account’s grabbed-case preference.
- The customer issue is ready for follow-up, without an unsupported resolution claim.
Common questions
How do I claim an unassigned support case?
Open the Cases list, locate a case with no individual in Assigned To, and select Grab on that row. If your role is eligible, NetSuite assigns the case to your support-representative record immediately; an additional save is generally not required.
Why is the Grab option unavailable?
Grab eligibility depends on your support-representative setup, role permissions, and access to the case. A case already assigned to another individual is not normally an unassigned Grab candidate, and labels or availability can vary by account configuration.
How do I verify that I claimed the case?
Refresh or inspect the same case row and confirm that Assigned To now shows you. Open the case and verify the owner there as well, while checking that the original customer, subject, and issue details remain unchanged.
Does claiming a case resolve it or always set it to In Progress?
No. Grab changes ownership; it does not resolve the customer’s issue. The resulting status follows the account’s configured grabbed-case behavior—In Progress is common but not universal—and assignment notifications depend on the account’s automation and preferences.