Setting Up Your Mail Server for Email Case Capture in NetSuite OneWorld

If you use the Email Case Capture feature, an inbound email address for each subsidiary can be set up using the case profiles feature. See Creating Case Profiles.

When you have a case profile for each subsidiary, use NetSuite Inbound Email Address found on the General subtab of each subsidiary’s case profile. This is the forwarding address that you redirect your company’s subsidiary support email address to.

For example, on your company mail server you would forward [e-mail] to the NetSuite Inbound Email Address of the subsidiary. If the company’s account ID was 123456, the email address would look something like [e-mail]. This enables cases to be automatically captured to your NetSuite account.

You may also want to restrict the visibility of the case profile to just the selected subsidiary. In which case, select the subsidiary from the Subsidiary filter in the case profile record. For further information on server-side setup requirements when using email case capture, see Prerequisites for Setting Up Email Case Capture.

Related Topics

Setting Company-Level Support Preferences

Setting Subsidiary-Level Support Preferences

Setting Up Case Forms for NetSuite OneWorld

Setting Up Online Case Forms for NetSuite OneWorld

Customizing Support Rep Roles for NetSuite OneWorld

Creating Case Rules and Territories Based on Subsidiary

Setting Up Customer Support in NetSuite OneWorld

General Notices