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New AI Community Guidelines. Please review and follow them to ensure AI use stays safe, accurate, and compliant.

Case merge

edited Jun 2, 2025 2:54PM in Ask A Guru 3 comments

We deal with a high case volume, and will often get duplicates made by our customers. We have been using the merge ticket for these instances. The issue how now come up that we are losing all email messages from the original record. Does NetSuite seriously not allow messages to come over on a merge?

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