SSEO - Failed to add category to email: API not supported for Shared Folders

Overview

A number of users have reported an issue with the Outlook Add-in, where the installation process adds a category titled "Logged to NetSuite" in the Outlook client. This issue specifically affects users utilizing shared inboxes in Outlook, with the category not being properly synced across individual accounts to the shared inbox in the "New Outlook" version.

Issue Description

The core problem is that the "New Outlook" does not support the syncing of categories from individual accounts to shared inboxes. When the Add-in is installed, it attempts to assign the "Logged to NetSuite" category, but due to the lack of category syncing support in the shared inbox, the category does not appear or function as expected.

Suggested Resolution

Users can resolve this issue by manually adding the missing category in the shared inbox. Follow the steps below to recreate the category in the shared inbox:

  1. Navigate to the Shared Inbox:

    • Ensure that you are currently viewing the shared inbox where the category is missing.

  2. Categorize the Message:

    • Click on any message in the shared inbox to activate the categorize options.
    • Click on the Categorize dropdown from the message toolbar.
    • Select Manage Categories (or All Categories in some versions).

  3. Create the "Logged to NetSuite" Category:

    • Click New to create a new category.
    • Name the category "Logged to NetSuite" (case-sensitive).
    • Ensure the new category is available and attempt to log the email again.
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