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Online Case Form matching issue

edited Sep 8, 2020 1:07PM in Ask A Guru 10 comments

Currently we are setting up internal case management for internal employees to create internal helpdesk cases.

We have 2 entry points:

  1. Email
  2. Online Case Form

In the first option employees can send an email to a configured email address which is forwarded to Netsuite.

We see that the email address is used to do the matching and the email and company fields are filled in correctly with the right information and the case is created.

So this is working as expected.

We have also setup an online case form.

When the form is filled automatically a case is created but the value for company name is not matched to an existing employee in the systems.

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