We use the Employee Center > When we turn on the "Help Desk" feature, employees now have the option to submit a "Help Desk" Case for internal Support Cases (IT, Etc.). The problem; NetSuite won't allow my Employee Center User to change from the "Standard Help Desk Form". SuiteAnswer Id: 30805 says we can customize this form, I customized it, but it's still defaulting to the "Standard Help Desk Form". I would like the Employee to select the specific Case Form they would like to use. Note* I've already tried setting the new custom form to be preferred on both the form and the employee center role. But it's still defaulting to "Standard Help Desk Form".

Are you sure you modified the "help desk" form instead of the case form?

Correct, it's still defaulting to the "Standard Help Desk Form".

I was able to replicate similar behavior where I set a new preferred form up

Thanks @KevinJ of Kansas, I built a

workflow

that displays the

Custom Form

field, but every time my

employee center role

changes the

custom form

, the form defaults back to the preferred form. I think I will submit a support case. It's possible there is script running in the background?

Unlikely. It's probably a limitation of the employee center. You might have to give them seperate employee center roles to give them different forms.

I'll look into that. I don't think it's going to scale for what we need. We have 5 different Case Profiles and each Profile wants the end user to provide something different. I was thinking about setting up Online Case Forms. I could create a custom center tab and directing them to the different Online Case forms.

Could you do workflow/script to modify what fields are visible based on what case profile they pick?