How to Use NetSuite's Online Case Form with Custom HTML

How to Use NetSuite's Online Case Form with Custom HTML: A Step-by-Step Guide

NetSuite's External Online Case Form functionality allows companies to collect customer service inquiries directly from their website and have them entered automatically into NetSuite as Case records. This guide walks through how to set up an Online Case Form, use either the default or a custom HTML template, configure related settings such as customer creation and case profile defaults, and embed the form into your website.

Create the Online Case Form in NetSuite through custom HTML

1. Go to Setup > Support > Online Form Templates > New.
2. Give it a name (e.g., "Support Form Template").
3. Paste in your custom HTML using NetSuite field tags.
   • Use <NLFORM> as a wrapper.
   • Use <NLFIELD> tokens instead of normal HTML inputs.
   • Reference custom field IDs explicitly, such as <NLSELECT name="custevent_product_type">.
     
     
4. Save the template.
5. Go to Setup > Support > Online Case Forms > New.
6. Choose one of the following:
   • Use a default NetSuite template, or
   • Select a custom HTML template created separately (see section below).
7. Enter a title for your form (e.g., "Website Contact Form").
8. Select the online form template you created in the Template field.
9. Make sure the Enable Online is checked so the form can be publicly accessed.

Go through the different tabs and configure settings as needed:

10. Select Fields

• Add any fields you want users to fill in.
  • First Name, Last Name or Company (at least one) is mandatory.
• Mark fields as Mandatory, Searchable, Hidden or Select.
  • Mandatory: Ensures the field must be completed before the form can be submitted.
  • Search: Enables NetSuite to use this field to identify existing records (e.g., to prevent duplicates).
  • Hide: Displays the field in the backend (NetSuite record), but not on the public form.
  • Select: This typically refers to dropdown or list fields that allow the user to pick from predefined options.
  • Order the fields as needed.

11. Set Up Workflow

• Choose whether to create a new customer if no match is found.
• Set the entity type to create (Customer, Prospect, or Company).
• Define how NetSuite should handle duplicate detection: choose from options like "Do not search for duplicates" or enable duplicate detection criteria.
• Specify the Default Subsidiary (if applicable).
• Set the Default Case Profile to control defaults like status, priority, and assignment.
• Optionally, define the Case Origin.
• Use the Redirect to URL field to send users to a thank-you or confirmation page after form submission.
• Choose an existing email template or create new ones if you need to send a customer notification or additional notification emails to designated recipients once the case has been created.

12. Custom Code

• Add JavaScript or additional HTML to enhance the form.
• Use this to manipulate form behavior, validate fields, or style dynamic content.

Test the Form

1. Save and deploy your Online Case Form.
2. NetSuite will generate a public URL for the form.
3. Open the URL in a browser and submit a test case.
4. Go to Lists > Support > Cases to confirm the case was created correctly.

Embed the Form in Your Website

1. Use the publishable form URL that NetSuite generates under the External tab and embed it into your website.

Final Tips

• Test with multiple browsers and devices.
• Use hidden fields for things like origin, status, or campaign codes.
• Ensure custom fields are set to Display in Online Forms.
• Double-check the case form (UI form) includes the fields you want to capture.

By following these steps, you can design a NetSuite Online Case Form that integrates seamlessly with your website, captures leads or support requests accurately, and routes data directly into your case management workflows.

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