Email case capture creating duplicate cases when people are replying to the email messages. It is a known NS issues -suggested option is to manually remove the capture email while replying. Does any one of you have another work around. FYI NS have an enhancement filed for this

I think the NetSuite for Outlook bundle used to handle this, or at least highlight the fact, but sadly it's dead now. You could use a VBA macro or outlook add-in. Sadly, even all of these solutions would still only handle the outbound situation, but if you've fixed that, then the replies will mostly be okay. People can still somehow manage to add back in the inbound email, but should reduce it to a manageable level.

yup people can always add the email address always. With training it can be stopped internally but hard to do from customer side.

I have bad news for you about the enhancement. It has about 100x less chance of getting implemented than a regular enhancement. I think there are like 3 people in all of Oracle who even know anything about Case Management. Other than putting in some AI stuff that they've added basically system-wide, I can think of one enhancement to Case Mgmt the last 5 years and it was to close a security hole, not anything for the user experience.

thinking of leveraging email capture plugin and use worklflow/script to create cases instead of the automatic process

I ended up going with the online case form a number of years ago, and it worked fairly well for my simple use case anyway.