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Cases Created from emails

Adrian Aldea
Adrian Aldea Member, forum_userscommunity_users Posts: 12 Newbie

Hello,

Lately we noticed several instances when cases were not being created from inbound emails. Is there an error log that I can check? We don't know at this point what cases we missed.

Thanks,

Adrian.

Answers

  • Dominica Sevilla-Oracle
    Dominica Sevilla-Oracle Member, forum_netsuite_mod, ORACLE_EMPLOYEE Posts: 364 Bronze Trophy

    Hello Adrian,

    Glad to have you with us today. Thank you for creating another thread. 😊

    Allow our gurus to review your concern and perform their initial investigation. We will reach out again if we have updates on this. Thank you so much!

    To other users, feel free join in the discussion as well. 😊


    Dominica Sevilla - Oracle | Ask a Guru

  • Michelle Jabanes-Oracle
    Michelle Jabanes-Oracle forum_netsuite_mod, ORACLE_EMPLOYEE Posts: 1,145 Gold Trophy

    Hi @Adrian Aldea,


    I would like to confirm the following:

    • Did this email case capture work before?
    • Identify if an email to the NetSuite Inbound Email Address contains attachments that are over 10MB in size.
    • Is there any script or workflow associated in this process?


    If cases are not being created as expected, send a test email message from your email client to the NetSuite address. This address is located at Setup > Support > Preferences > Support Preferences (Administrator) > Inbound Email.

    If a test case is created from this email message, the problem is probably with your email forwarding setup.

    If test cases are being created in your NetSuite account from spam email messages, filters must be applied to the Exchange server. Your IT department or mail sever administrator can set up these filters. They must filter the Exchange server to exclude messages that include more than three addresses in the To field.


    I hope this helps.


    Thanks,

    Michelle Jabanes | Ask a Guru

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  • Adrian Aldea
    Adrian Aldea Member, forum_userscommunity_users Posts: 12 Newbie

    Michelle,

    Is is random, not just from one email address. We tested internally from a few emails and sometimes cases are created, sometimes they are not. We also resent the same email a few times and let's say 1 out of 3 tries the case was created.

    Strange.

    Thanks,

    Adrian.

  • Michelle Jabanes-Oracle
    Michelle Jabanes-Oracle forum_netsuite_mod, ORACLE_EMPLOYEE Posts: 1,145 Gold Trophy

    Hi Adrian,


    1. When you tested it internally, did you send it to the NetSuite Inbound Email Address? (This address is located at Setup > Support > Preferences > Support Preferences (Administrator) > Inbound Email.)
    2. Was there an attachment included in the email sent to the NetSuite Inbound Email Address?
    3. Is there any script or workflow associated with the Case record?

    If there's no workflow or script, I suggest to open a Support Case to further investigate on this issue.


    Thanks,

    Michelle Jabanes | Ask a Guru

  • Adrian Aldea
    Adrian Aldea Member, forum_userscommunity_users Posts: 12 Newbie

    Michelle,

    I did open a case with support.

    Thank you for following up,

    Adrian.