# Support Case Manager
A complete support-case interface inside the portal. List existing cases with filters, see status and priority badges, open a new case, and click any case for full detail. Backed by NetSuite Support Case records.
Use it on a customer-facing portal page (so customers can self-serve support requests) or on an internal page (so support staff can triage and respond).
## Available in
* Page modules
## When to use
* Customer self-service portals where users can submit and track their own support cases.
* Internal support dashboards for triaging incoming cases.
* Account-management pages where the user wants visibility into their open issues.
## Settings
| Setting | Description |
| ------------------------ | -------------------------------------------------------------------------------- |
| **Title** | The block heading displayed above the case list. |
| **Show New Case Button** | Whether to render the *New Case* button. Hide it for read-only views. |
| **Show Statistics** | Whether to show the stats strip — open / in-progress / closed counts at the top. |
| **Configuration Modal** | Opens an advanced modal with display, list, and new-case settings (see below). |
The **Configuration Modal** exposes the granular controls:
* **Display**: title override, compact view, show refresh, show search, show filters.
* **List**: which columns to show, page size, default sort, default filters.
* **New Case**: require category, require priority, allow attachments, max attachments, max attachment size.
## How it works
1. Loads the user's accessible cases from NetSuite (filtered by their relationship — own cases for customers, team cases for support staff).
2. Renders the list with status, priority, and creation-date columns.
3. The **New Case** button opens a modal where the user fills in title, description, category, priority, and optional attachments. On submit, a new NetSuite case record is created and the user gets a confirmation.
4. Clicking a case row opens a detail modal with full case history, comments, and attachments.
## Examples
**Customer self-service.** Drop Support Case onto a customer portal page with title *My Support Cases*, show stats, allow new cases with attachments. Customers can submit and track issues without contacting support directly.
**Internal triage.** On a support-staff page, hide *Show New Case Button*, show stats, set default sort to *priority desc*. Staff land on the page and see their highest-priority cases first.
## Common issues
* **Cases don't appear** — check that the logged-in user's NetSuite role has access to the Support Case record and the cases are linked to their entity.
* **Can't create new cases** — verify the user has create permission on the Case record. Customers usually do; some employee roles don't.
* **Attachment fails** — file may exceed the *Max Attachment Size* limit. Adjust in the configuration modal.
## Related
Customer Hold Status
Show the customer's account-hold status, often paired with support cases.
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