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FAQ: Use Outlook categories to quickly identify emails attached to NetSuite records
FAQ: Use Outlook categories to quickly identify emails attached to NetSuite records

OLNS | Learn how to add a category to emails attached to NetSuite records with CloudExtend

Updated over a week ago

CloudExtend Outlook will automatically attempt to add a category to emails attached to NetSuite for users with Microsoft 365 subscriptions and compatible Exchange Servers.

When categories are enabled you will be able to quickly identify emails that were attached to NetSuite in two places, The category column of your email will display the color you assigned to the category, and your message body will display both the category color and the name.

  • Synced by CloudExtend - this category is applied for every email attached using the asynchronous attach method.

  • CloudExtend Autopilot - this category is applied to every email that a user has enabled Autopilot.

  • Failed to Sync - this category is applied to an email if NetSuite returns an error message after the asynchronous process is complete. Users may first see the Synced by CloudExtend category. If NetSuite returns an error the status check icon at the top of the CloudExtend add-in will also have a red exclamation mark on it showing each time you open the add-in.


Creating categories

We've created this article with step-by-step instructions on creating your categories.


Troubleshooting

Category not being applied when the email is attached in compose mode.

CloudExtend attempts to apply a category to your email after it is attached to NetSuite, however, not every version of Outlook allows for the category to be created. As of January 2021, our users are reporting success on Outlook on the web, Outlook with a Microsoft 365 subscription on Mac. We're optimistic that Microsoft will allow this on Windows Outlook soon. Be sure to be on a Microsoft 365 subscription with the latest updates installed.

Failed to update category due to an issue communicating with your Exchange Server

If you receive the Failed to update category due to an issue communicating with your Exchange Server message it is generally due to a temporary communication issue with your Exchange Server. Your message is still attached to NetSuite, however, CloudExtend is not able to get your Exchange Server to apply the category.

You can verify this issue by checking the system diagnostics (Menu > Settings > Developer Settings > System Diagnostics and checking that the REST URL has a green checkmark.

In the event of an error, users can generally close the CloudExtend add-in and open it on another mail to force a reconnection to the Exchange Server. If this does not work close and restart Outlook.

If your categories are created but are appended with "(not in Master Category List)"

In some cases, CloudExtend can create a category but it does not appear in your master category list. It will be appended with (not in Master Category List) similar to the screenshot below.

See this article to learn how to add your category to the master category list.

If the category color is not showing up for you in List View it's likely that Outlook just needs to be configured to show it.Β 

Microsoft has instructions for this and they vary based on your OS.

  • If you're running Outlook on a Windows PC click here for instructions on how to add the Category field to your list of columns.

  • If you're running Outlook on a Mac click here for instructions on how to add the Category field to your list of columns.
    β€‹πŸ’‘ Note: Mac users need to temporarily hide your reading pane or set the view to the bottom.

  • Microsoft doesn't support attaching a category when the mail is in compose mode. If you attach an email while composing and then send it, you will not be seeing category added to that email in the Sent folder.Β 

If your categories are created but are appended with "(not in Master Category List)"

In some cases, CloudExtend can create a category but it does not appear in your master category list. It will be appended with (not in Master Category List) similar to the screenshot below.

See this article to learn how to add your category to the master category list.

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