enable email case capture

AI generated answer (using internal Slack threads):

To enable Email Case Capture in NetSuite, you need to follow these steps: 1. Navigate to Setup > Support > Case Management > Email Case Capture. 2. Click on the 'New' button to create a new Email Case Capture record. 3. Fill in the necessary details such as Name, Email Address, etc. 4. In the 'Incoming Email' section, select the 'Create Case' option. 5. Save the record. Once this is done, any emails sent to the specified email address will automatically create a case in NetSuite. Regarding the issue with Gmail not forwarding emails to the Case Capture, it might be due to the format of the 'Reply To' email address. Gmail might be having trouble recognizing the NetSuite generated email address. You might want to check with Gmail support or NetSuite support for more information on this. As for the issue of updating the email from the support case to the customer record, it seems like this is a default behavior in NetSuite and there's no native feature to turn it off. However, you could potentially create a custom email field to capture the email and hide the standard field. This would prevent the standard email field from being updated when a new case is assigned to the customer. ****** Disclaimer: This response was generated by an artificial intelligence assistant based on previous conversations from multiple Slack channels, and may contain inaccuracies or mistakes. ******