Tag: case creation

Create a Case Rule that Picks Up Some Keywords From an Inbound Email

The user can make use of the Incoming Message case field when creating a case rule as long as the Email Case Capture is enabled in the account (Setup > Company > Enable Features > CRM tab > Support section).  To set up a case rule, please see the steps below. Solution Navigate to Setup > Support > Case Rules > New  Click Case Fields, click Incoming Message In the Name field, enter a… Continue reading Create a Case Rule that Picks Up Some Keywords From an Inbound Email

Case is Always Tagged as Anonymous in an Online Case Form

This is a workaround to Enhancement 71363 Online Case Form: Please search on Contact Email rather than Company email on Select Fields: Search. Solution Edit the Online Case Form Navigate to Set Up > Support > Online Case Forms Click Edit on the Online Case Form Online Case Form:  Click Set Up Workflow Create Customer as Companies: Enter Checkmark Handle Duplicate Records: Select Update the first record… Continue reading Case is Always Tagged as Anonymous in an Online Case Form

Restrict Case Creation through Email Case Capture

When an email is sent to your NetSuite account’s Inbound Email Address, it will always create a case via Email Case Capture and we don’t have an option in the UI to prevent the case from being created. Solution You may talk to your email administrators to setup a filter wherein certain email addresses or… Continue reading Restrict Case Creation through Email Case Capture

Return Authorization from Case suite app

Using this suite app we can create a return authorization or replacement sales order directly from a support case registered. This is a public suite app. The main attractive feature of this suite app is that we can attach corresponding sales order, Return authorization, or replacement order with the support case record. To use this… Continue reading Return Authorization from Case suite app