How do you guys handle attaching emails (to transactions, support cases, etc) when the emails were sent to employees who are no longer active?

so you're trying to attach them retroactively? can you give a more clear example?

Basically, someone (let’s call him “Bob”) left our company but had lots of customer contacts who are still regularly emailing him regarding transactions and cases in our system. We have someone else monitoring his mailbox, but we want to attach the emails to the correct records and indicate that the emails were sent to Bob.

Do you use a tool to attach them now, like CloudExtend?

we do that sometimes but in this instance we are just trying to use the ‘attach’ button under the communications tab on the record in Netsuite

Hm, I guess you could maybe make Bob active temporarily and sync the emails then inactivate the record after? Or attach them in a different form like PDF? I'm just brainstorming. But I'd probably prioritize setting up email forwarding from his inbox to someone else's and have them sync the emails going forward

we’d have to keep making him active and inactive over and over. I just thought maybe there was another way to attach. I do have a ticket in.

You may be able to script this. Message can have UEs attached so you can identify that it is coming to "Bob", programmatically activate the employee record, attach the message to whatever and then re-inactivate him. I wouldn't say this is a permanent solution as you probably eventually want to stop having people email "Bob".

There’s no script here though and nothing to ‘detect’ because we can’t select Bob in the drop down when we go to attach (we are attaching via UI, it’s for examples that SHOULD have been sent directly to case capture or as replies to an email sent from a record but where the customer emailed Bob directly instead).

Maybe i'm not understanding it correctly. If "Bob" is an inactive employee record, then you won't be able to select him on any new records. If someone is emailing "Bob", then you can see this in a UE against a message (See if "Bob" is the recipient email) and re-activate him, do your thing and then inactivate him.

the message isn’t in NetSuite so there’s no way to “see this in a UE against a message”.