SSEO - Issues with Creating a New Record

Overview

SuperSync Email integrates Microsoft Outlook with NetSuite, allowing users to manually log emails and create new entity records (Contacts, Customers, Leads, etc.) directly from Outlook.

During initial installation, the integration scans existing entity forms in NetSuite and automatically configures entries within SuperSync. It includes all fields explicitly marked as mandatory. However, some fields—like First Name, Last Name, or Company—are required by NetSuite’s logic but not flagged as mandatory in the form metadata. These fields may not be included by default, resulting in errors when users attempt to create new records.

This guide helps NetSuite administrators ensure that all necessary fields are properly configured so users can create records smoothly via the SuperSync Email add-in.

1. Understanding the Limitation

SuperSync Email depends on metadata from NetSuite custom forms to identify which fields to display for new record creation. Because some required fields (e.g., First Name) are not technically marked as “mandatory,” the integration may skip them unless they're manually added later.

2. Administrator Action Required

Step 1: Identify Forms That Trigger Errors in the Add-In

Use the SuperSync Email Add-in to determine which forms may be missing required fields:

  1. In Microsoft Outlook, open the SuperSync Email Add-in.

  2. Click the New Record button at the bottom of the panel.

  3. Select a record type (e.g., Contact, Customer, or Lead).

  4. Attempt to create a test record using minimal inputs.

  5. If an error occurs:

    • Note the record type and the specific form being used.

    • Ignore the error message—NetSuite returns a generic message that does not specify the missing field.

Repeat this process for each entity type you support.

Step 2: Review and Identify Missing Required Fields in NetSuite

Once you've identified the forms causing errors, review their field configurations in NetSuite:

  1. Log in to NetSuite as an Administrator.

  2. Navigate to Customization > Forms > Entry Forms.

  3. Locate and click Edit on the form being used for each entity type.

  4. On the Fields tab, identify any fields that are required by your business process but are not marked as mandatory, such as:

    • First Name

    • Last Name

    • Email

    • Company (for Contacts)

Take note of which fields are missing from the record form or not marked required.

Step 3: Update SuperSync Email Record Form Configuration

To include missing fields in the form used by SuperSync:

  1. In NetSuite, go to:
    Customization → Lists, Records & Fields → Record Types

  2. Locate the SuperSync Email Record Form.

  3. Click List next to it.

  4. In the resulting list, click Edit next to the form you’d like to update.

  5. Add the fields identified earlier (e.g., First Name, Last Name, etc.).

  6. You may also mark them as required within the SuperSync form (this does not change NetSuite’s logic but will enforce validation in the add-in).

  7. Save your changes.

Step 4: Test the Updated Form in the Add-In

  1. Return to Outlook and re-open the SuperSync Email Add-in.

  2. Use the New Record feature again with the updated form.

  3. Ensure:

    • All required fields now appear.

    • No errors are returned when submitting.

    • The new record is created successfully in NetSuite.

3. Additional Troubleshooting

If users still encounter issues after configuration, consider the following:

Standard Troubleshooting

  • Permissions: Confirm the user's role has access to the form and required fields.

  • Hidden/Inactive Fields: Check whether any needed fields are hidden or inactive.

  • Scripts: Review any client/server scripts that might block submission.

  • Workflows: Ensure NetSuite workflows aren’t enforcing hidden validations.

Alternative Solution: If the Form Fails to Load or Has a JavaScript Error

Possible Cause:
One of the Record Fields may be referencing a field from the wrong entity type. In NetSuite, some fields appear as duplicates because they're defined across different entities (e.g., "Company" for a Contact vs. a Customer). If a form is built using a mismatched field, it can cause rendering errors or prevent the form from loading.

Example:
A Record Field is configured as a Contact record, but it references a "Company" field that actually belongs to the Customer entity.

Solution:
Manually identify and replace the incorrect field:

  1. Open the SuperSync Record Form in NetSuite.

  2. Deselect or remove Record Fields one at a time.

  3. After each removal, test the form in the add-in.

  4. Once the form loads successfully, you’ve identified the problematic field.

  5. Re-add the correct version of the field (choose the matching entity type).

Debugging Steps:

  • Narrow down which field is causing the issue.

  • Deselect or remove fields incrementally until the form works.

  • Try replacing the removed field with one of the similar field names that belongs to the correct entity type.



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