Troubleshooting Email Case Capture

If cases are not being created as expected, send a test email message from your email client to the NetSuite address. This address is located at Setup > Support > Preferences > Support Preferences > Inbound Email.

If a test case is created from this email message, the problem is probably with your email forwarding setup.

If a test case is not created from the email message sent directly to the inbound email address, contact NetSuite Customer Support.

If test cases are being created in your NetSuite account from spam email messages, filters must be applied to the Exchange server. Your IT department or mail server administrator can set up these filters. They must filter the Exchange server to exclude messages that include more than three addresses in the To field.

Important:

You cannot send email generated from within NetSuite to the inbound case capture address due to system security precautions. This includes email created from within the Communication subtab of a record, and scripts, including workflows.

Note:

The Email Case Capture feature does not support emails sent from Skype.

Related Topics

Prerequisites for Setting Up Email Case Capture

Email Case Capture Fields

Using Variable Envelope Return Paths

Using Email Case Capture

General Notices