Case Is Escalated to a Support Group > Who Receives Escalation Email Notifications

When a Case is Escalated to a Support Group, NetSuite is designed to only send an escalation Email Notification to the group email address and not to the individual members of the Support Group. If the Support Group has no email address, only then the notification will be sent to the team members. 

 

If the Support Group has an email address but the user wants the group members to receive escalation Email Notifications as well, user can use email forwarding as an alternate solution. This can be done by setting up the main Support Group email address in Outlook to copy - forward emails to each member of the Support Group.