Apply Spam Lock to Incoming Email Messages
On the case record, you can apply spam lock to incoming email messages using the case’s reply to address.
When you apply spam lock to a support case, incoming messages are only accepted if they're sent from one of these valid email address types in NetSuite:
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all Employee email addresses
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contact email address of the person who submitted case
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email address of the company the case relates to
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email address of the case profile assigned to the case
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specific email addresses added to the case record
Replies sent from unrecognized sources are discarded. The option applies to individual cases. Any user who can edit case records, can click the Enable Spam Lock button on an existing case record to set this option. Spam lock is turned off by default.
If an email isn't sent from one of the valid email address types, the case is not updated. This also applies to SuiteScripts that depend on case updates. For scriptable record types, see Support.