Troubleshooting Email Case Capture
If cases aren't being created as expected, send a test email message from your email client to the NetSuite address. This address is located at Setup > Support > Preferences > Support Preferences > Inbound Email.
If a test case is created from this email message, the problem is probably with your email forwarding setup.
If a test case isn't created from the email message sent directly to the inbound email address, contact NetSuite Customer Support.
If test cases are being created from spam email messages, your IT department or mail server administrator must apply filters to the Exchange server to exclude messages that have more than three addresses in the To field.
You can't send email generated from within NetSuite to the inbound case capture address due to system security precautions. This includes email created from within the Communication subtab of a record or from scripts, including workflows.
The Email Case Capture feature doesn't support email sent from Skype.