To provide efficient and reliable NetSuite support services, it's imperative that you have the proper structure in place. Without a well-planned structure, you'll end up attempting to process every request and incident in the same way and frustrate your team as they do things like try to determine severity of a request for a new report. This page serves to provide one possible structure for configuring you NetSuite support queue. ## Types of Service What type of services does your NetSuite support team provide? Here are a few basic categories to get you started. ### Service Requests Service requests are requests from users for a pre-defined service you've listed in a "[[Services Catalog]]" Depending on the skillset of your team, the list may vary, but one outline of what it might look like is below: - Documentation - Business processes - System configurations - Access levels - SuiteScript/SuiteFlow automations - Reports - Saved Search (possibly scheduled) - Financial Report - Dashboard KPI - User Training - Live Q&A session - Recorded video demonstration of process - New User Access - Data request - Data import - New data point - Data cleansing - Form Updates - Add/remove fields - Simple Automations (if-this-then-that) - Default field value based on conditions/criteria - Email user ### Incident Management Incidents are problems that users encounter while using the system day-to-day. They fall into two broader categories: 1. Bugs: system is or is not doing something it was configured to or to not do 2. Business problem: business changes have resulted in the existing system configuration no longer working. ### Project Management Your team is likely working on projects every single day! Whether or not you see it as a large project with formal documents or as a simple support request you track in your Support Queue, "a project is a complex, time-bound effort to achieve specific goals, while a support request addresses a specific issue or question for operational continuity." - ChatGPT. Those little automations to hide a field or a simple record to start tracking your warranty claims process - those are projects that should be treated as such.