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 case, incoming messages to the support case are accepted under specific conditions. Messages must be sent using an email address from one of the following valid types in NetSuite:
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All Employee email addresses
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Contact email address of person who submitted case
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Email address of the company where 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 an unrecognized source 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 is not sent from one of the valid types, the case is not updated. This also applies to SuiteScripts dependent on case updates. For scriptable record types, see Support.