[steven_stewart]

I am currently using NetSuite’s Email Case Capture functionality. If I send an email directly to “cases.432868_10.19aafdeeaf@cases.netsuite.com”, a case is created and an Auto-Reply is sent directly to the sender. This is the way it should work, there are no issues here. However, if an email is forwarded to “cases.432868_10.19aafdeeaf@cases.netsuite.com” via our email system, a case is never created, NetSuite is not aware of an email ever being sent. We have reviewed our email system and have confirmed that the forwarded email is being sent directly to “cases.432868_10.19aafdeeaf@cases.netsuite.com” Also, As a test, we included our personal emails on the distribution list along with the NetSuite case capture email and tried again. We receive the test email in our personal emails, but no case is created in NetSuite. Do you have any idea what the issue may be? Thanks in advance for any assistance!
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[mlucentales]

Hello Steven,

If I understand your concern here correctly, what’s happening is that when you forward an email from your email system a case not created right?

Just to make sure that we are on the same page, I did some testing. I went to my outlook, sent a new email to the email address of my test account for email case capture and the case was indeed created.

Then I opened an existing email in outlook and clicked on Forward pasted the email address in the To field then sent.

It took a few minutes before the case was created but it was created on my test account. Did I perform the correct steps to reproduce?

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