Discussions
Stay up-to-date with the latest news from NetSuite. You’ll be in the know about how to connect with peers and take your business to new heights at our virtual, in-person, on demand events, and much more.
New AI Community Guidelines. Please review and follow them to ensure AI use stays safe, accurate, and compliant.
Please note that on Saturday, April 18, 2026, at 8:00 PM Pacific Time, our Case Management System will undergo a scheduled maintenance for approximately 15 minutes. During this time, case creation via SuiteAnswers will be unavailable and inbound calls will be routed to Customer Service.
How to identify case creation from two different emails
Hello experts:
I would appreciate some advice on this.
We currently have our system setup so that if someone sends in an email, a case is automatically created. Its very simple.
Now, we are thinking about adding a new product and are thinking that we need case creation process specific to that product. In other words, we would like netsuite to monitor a new email address, and if anyone sends email to this new email address, a case is created and is automatically flagged as a new product case.
Now I have worked on this, and I have created a new "Case Territory" such that if the inbound email matches the new email address for the product, then it will automatically assign it to a support rep.
0