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Removing Message History on Support Cases

in Ask A Guru 2 comments

Hello! I am new to NetSuite, so I am hoping one of you seasoned NetSuite gurus here can help me with something. We've been doing some testing for our new support process within NetSuite and came across an issue. As shown in the screenshot below, when a client responds to an open support ticket via email by sending an email back to us in the support ticket thread, the message that populates in NetSuite is very long, as it contains all of the message history, which is not necessary, as we already have the message history logged in NetSuite.

The non-highlighted text is what is important to us, whereas all of the highlighted text is just noise. Is there a way to get rid of that noise (ie is there a way to remove message history on support cases, since it is not necessary)? I imagine that perhaps there is a setting we can enable or some other workaround that allows us to strip out all of the message history from the client's email reply before it populates in NetSuite. Does anybody here know? Any advice is greatly appreciated.

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