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HELP! Inbound case capture gone mad

edited Nov 22, 2019 10:31AM in CRM 7 comments

We have been trying to diagnose this issue for a while now....

Our support reps have an email which forwards to NetSuite.  Cases are created fine.  However, the rep's email is no longer is listed on the case as the "inbound" email.  Instead it is replaced by a lengthy NetSutie address such as:  cases.12345.xxxxxxxxxx.xxxxxxxxx@cases.netsuite.com. 

This is casing a lot of frustration.  Assignment rules based on inbound email are broken.  More importantly case messages, replies, notifications are creating additional cases.  We have had to turn off every kind of case notification to help alleviate the issue.

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