I'm trying to block NetSuite from sending outbound...
# administrationj
Josh Godfrey
10/15/2020, 5:31 PMI'm trying to block NetSuite from sending outbound emails to a few specific external recipients. Can anyone help me brainstorm solutions?
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KevinJ of Kansas
10/15/2020, 5:33 PMWould probably help to know the external recipients relationship.
KevinJ of Kansas
10/15/2020, 5:33 PMand what places it would be sending emails.
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Josh Godfrey
10/15/2020, 5:37 PMWe have a few email groups set up for inbound Email Case Capture (Case Management). Based on our current settings, NetSuite reply's directly to the original Case Capture Email.
for example, I email Support@Companyname.com > Support Case is Create > NetSuite emails Support@companyname.com confirming the case was created. When our clients reply all to the confirmation email, duplicate cases are created because they are emailing Support@companyname.com again.
Josh Godfrey
10/15/2020, 5:38 PMI'm wondering if I could just blacklist outbound emails to Support@companyname.com
Josh Godfrey
10/15/2020, 5:41 PMThe setting I see under Set-up > Support > Support Preferences > Notification
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KevinJ of Kansas
10/15/2020, 5:43 PMCould you use an independent process via workflow for notification that instead sends it as "donotreply@companyname.com" so then if someone replies all it doesn't go to your case creation email?
KevinJ of Kansas
10/15/2020, 5:43 PMI'm not super up to speed on CRM. Not sure if you can create an independent confirmation process.
KevinJ of Kansas
10/15/2020, 5:43 PMor even turn off the standard one.
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Josh Godfrey
10/15/2020, 5:47 PMYeah, I tried the independent process and turned off the standard notification. Our problem is this: virtually all of our incoming support cases involve multiple external parties. When the initial email chain is started, these other parties were replying to the email chain. That resulted in lots of duplicate cases. The benefit to using the standard notification email: NetSuite generates a Case Specific email. All replies sent to the Case Specific email are captured on the case record.
Josh Godfrey
10/15/2020, 5:47 PMAlso, online forms is apparently out of the question. They laughed at me when I suggested it.
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KevinJ of Kansas
10/15/2020, 5:48 PMGot it. Not sure there's a good answer here other than communicating some suggestions around case replies.
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Josh Godfrey
10/15/2020, 5:48 PMI'm thinking I just need to educate our clients, they need to drop the Support@companyName.com
Josh Godfrey
10/15/2020, 5:49 PMAs always, I appreciate you taking the time to throw out some ideas.