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Celebrate Your 2025 Community Recap & Achievements!
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We’re excited to announce that the 2025 Community Recap is now available! This special recap highlights the amazing contributions and achievements of our members over the year and celebrates the collective success of our community.
Check your personalized recap to see the impact you made in 2025 and how your efforts helped shape our community’s growth and success.
View Your 2025 Community Recap
Thank you to everyone for your passion, collaboration, and support. Here’s to building an even stronger community together in the year ahead!
Support Case Duplication Issue — Customer Auto-Replies Adding Email Address to Header
The Issue:
Our team has been experiencing duplicate Support Case creation when customers reply to case-related emails. The root cause appears to be customers using auto-reply or manually adding our Customer Service email address back into the email header (To/CC fields) when responding.
When this happens, NetSuite correctly appends the response to the original case thread, but it also creates a new Support Case record simultaneously.
What We've Attempted:
- Email Rules (IT Infrastructure Level): We explored implementing rules to strip or modify email headers before they reach NetSuite. However, this approach proved to be unreliable and error-prone, as it risks affecting legitimate emails.
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