In this article, we'll look at an example of a SuiteCommerce website that has the Support Cases active on My Account and is seeing an error. When a user went to submit a new case, it gave the following error:
Cause of the Invalid Status Error
This is caused by the settings in the website configuration record not matching what is expected in NetSuite for support case statuses.
Want to learn more about Support Cases in SuiteCommerce MyAccount? Check out this article on the User Experience of Support Cases in My Account.
Troubleshooting and Resolving the Error in MyAccount
To fix this issue, go through the following steps:
Step 1: Go to Commerce > Websites > Configuration, and select the domain & website affected.
Step 2: Go to the My Account subtab and Cases section.
Step 3: Look at the values entered in the “Status Start ID” and “Status Close ID” fields.
Step 4: Go to Setup > Support > Case Statuses.
Step 5: Review the active statuses shown and note their Internal IDs. In particular, look for the ones listed as “Open” and “Closed” under the Case status column.
Step 6: Go back to the configuration record and enter the Internal ID of the case status for Open and Closed in the appropriate fields on the configuration record. In this example, it should be:
- Status Start ID = 2
- Status close ID = 20
Step 7: Click ‘Save’ on the configuration record.
Try a few test cases to ensure the issue is resolved.
Author: Daniel Dobson
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