Case Is Assigned to Anonymous Customer even if Email Address Is Attached to a Customer Record

Existing Customer with email address of email@domain.com sends email to NetSuite Address under Setup > Support > Support Preferences > Inbound Email. Case is created but it is attached to the Anonymous Customer. Anonymous customers are specified in case profiles under the General subtab (Setup > Support > Case Profiles).

Note: If a customer sends an e-mail to your support e-mail from an address that is not on their customer record, the case will be associated with the placeholder by default. Cases submitted by leads, prospects or customers who do not have records in NetSuite are also attached to this placeholder record.

If email@domain.com is the email used for several entities (Contact, Customer, Employee, Vendor etc) Netsuite has no way to determine as to what record should it be attaching to therefore it links this to the Anonymous Customer.

Note: Functionality is filed as Enhancement 156809.