Submitting a Ticket to the Netsuite support team
Click on the ‘Submit a ticket' button in the top right corner or the ‘Submit a ticket’ bubble
near the centre of the page
Please fill in all the fields on the new ticket request form. This is for anything you’ve
previously contacted NetSuiteSupport@luminegroup.com email box such as inquiries,
issues, new user requests, etc. This is not limited to NetSuite requests and will be used for
all financial systems applications such as GP, BPC, Blackline, and Zoho Expense.
Field value description to help select the proper value. We’ll use this information to identify
areas with high volume of tickets for review and optimization.
| Type | Type Description |
|---|---|
| Question | General inquiry on system functionality such as how to clear/write off invoices from the customer account |
| Incident | Issues related to system such as balances not balancing between Netsuite <> BPC or interco variances |
| Service Request | General request such as creating interco accounts, GL accounts, new users, new list values, etc |
| Change Request | Changing current configuration/settings. |
| Feature Request | Enhancement for new functionality in the system. |
| Category | Category Description |
|---|---|
| Record to Report | General ledger type of request such as new GL accounts, departments, subsidiaries, banking or journal entries. There is a specific category for Intercompany |
| Procure to Pay | All things related to the Vendor process. From vendor master data, purchase orders, vendor bill, Vendor payment and ZoneApproval |
| Order to Cash | Customer master data, sales orders, customer invoice, or customer payment |
| SuiteBilling | SuiteBilling is a sub-category of order to cash we would like to track separately. Please use this category for all things related to SuiteBilling such as billing account, subscription, and invoicing of subscriptions |
| SuiteProjects | Requests related to the project management module in NetSuite. Such as employee timesheet, project tasks, and |
| Fixed Assets | All things related to the Fixed Asset Management module, such as Fixed Asset Record creation, depreciation, disposals, etc |
| Reporting | Requests regarding running customization of standard reports or saved searches |
| Intercompany | Request for intercompany customer or vendor accounts. Inquiries related to intercompany entries or balancing issues. |
| Revenue Recognition | Issues or inquires related to revenue recognition JE, reclassification JE process, or revenue arrangements and revenue elements. |
| Employee Record - New | Request for a new user account |
| Employee Record - Change | Request to change an existing user account. Such as role, email address or business unit assignment |
| Employee Record - Termination | Request to remove a user's access. |
| Other | Please only use if none of the above applies. It's important to proper categorize the ticket to help identify areas to focus our attention on for review. |
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