Discussions
Stay up-to-date with the latest news from NetSuite. You’ll be in the know about how to connect with peers and take your business to new heights at our virtual, in-person, on demand events, and much more.
Now is the time to ask your NetSuite-savvy friends and colleagues to join the NetSuite Support Community! Refer now! Click here to watch and learn more!
Keeping the sender's email address on cases
Of the customers who send us emails, which auto-generate cases, many come from the customer's secondary email account or from a "contact" of the customer. Because NS does not recognize the sender's email address, the case is linked to Anonymous Customer.
Of course we want to update the customer field to attach the case to the appropriate customer. When we do this, however, the sender's email address is overwritten with the customer's address.
Might anyone suggest options for keeping the sender's email address?
For example, what about copying the sender's email address into a custom field when the case is created? Is a script required?
0