FYI for anyone else that noticed this, it was an intentional change for security purposes. From support: > Previously, it was possible to use the Grab link via an “open in new tab” shortcut, but this approach posed a potential security risk known as Cross-Site Request Forgery (CSRF). In rare cases, this could have allowed malicious websites to trigger changes simply because you were logged in. > To address this risk, our engineering team has updated the Grab action so it can only be performed by directly clicking within the NetSuite application. This ensures that only intentional user actions—taken from within the secure application environment—can result in case assignments or any other changes. > > As a result: > • Only direct clicks within NetSuite can change case ownership. > • Actions can no longer be triggered by external websites or unintended browser activity. > • This update aligns with industry-standard security measures for protecting your data. > The Grab function itself remains unchanged: you can still assign a case to yourself and open it for editing with a single click inside the application. The only difference is that the “right-click → open in new tab” shortcut is no longer supported for this action. > We appreciate your understanding as we continue to enhance the safety and integrity of your data.