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Auto E-mail Notification

edited Nov 22, 2019 10:30AM in CRM 1 comment

Hi Guys

We have just had an interesting issue.

- We have setup auto e-mail notification when a new support case is e-mailed into NetSuite
- Overnight we had a customer e-mail a case from their support e-mail address
- NetSuite sent an auto-reply to them
- Their system in return sent an auto-reply to NetSuite
- This created a loop and in the morning we had hundreds of new cases

Does anyone have any idea on how to stop this? Is there anyway NetSuite can identify duplicate cases based on a certain criteria?

Any ideas are welcome.

Regards
Craig

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