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!
Stay in the Know
Be sure you're subscribed to NetSuite communication to stay in the know about monthly happenings, updates and announcements. Subscribe
Be sure you're subscribed to NetSuite communication to stay in the know about monthly happenings, updates and announcements. Subscribe
Please note that on Friday, March 20, 2026, at 8:00 PM Pacific time, our Case Management System will undergo a scheduled maintenance for approximately 4 hours. During this time, case creation via SuiteAnswers will be unavailable and inbound calls will be routed to Customer Service.
How to disable Creating leads when creating a case via online form?
We have an on-going issue with "Email Case Capture"
- If someone fills out an on line case (not via "MyAccount" ) form. A case is created and assigned to a rep, but it seems to create a new lead rather than attaching the case to the existing customer. Why is this happening and what can I do about it?
- If a case is created via an email it does not create a new lead it adds the case to an account called "Anonymous Customer" .
In both the cases there is a 10% match between the email address and the email address of an existing customer. I have searched through all the settings and I cannot see any configuration where the rules for customer matching are configured.
Tagged:
0