👀 Want to skip this article and just see proper email addresses of the sender/recipient? Skip to the 'View tips' tips section and implement the suggested change to your view.
Still interested in the technical reasons behind why a sender/recipient NetSuite entity might seem different? Read on....
Under normal circumstances users attach emails to NetSuite entity records that already have the sender or recipient's email address associated with them, i.e. if email@example.com sends you an email you would attach it to his contact record in NetSuite. In those cases CloudExtend and NetSuite work as expected.
When does the author or recipient appear differently?
This occurs when the sender/recipient is not a contact under the NetSuite record you are attaching to. NetSuite requires that the sender/recipient of the email you are attaching is also listed as a contact (in the case of attaching to an entity record).
For example, firstname.lastname@example.org sends you an email and you attach the mail to a customer record and Joe is not also a contact for that customer record. In such a case CloudExtend needs to set the sender as the customer in order to ensure NetSuite does not reject the mail. CloudExtend can, however override the email address and set it as email@example.com. This is why we simply recommend implementing the view tips and just moving on.
NetSuite requires that four values be set when saving an email.
In certain outlier cases one of the required entity fields may not be able to be set by NetSuite. For example, if a user sends an email and attaches it to their own Contact record NetSuite will not be able to resolve the recipient entity since it does not exist on the Contact record (try this for yourself by going to a NetSuite contact record and trying to send the email to someone unrelated to the Contact).
For outbound emails
When attaching to a NetSuite record where the recipient's email address is not found on the record being attached to, NetSuite would normally not allow the email to attach. CloudExtend works around this limitation by attaching the email with the current entity 'name' as the recipient and replacing the email address with the actual email address of the recipient from the sent email.
Below is a way to visualize this in NetSuite. If you open a customer record and then compose a new email you will see that the recipient list is restricted only to those contacts of the company. The Netsuite API enforces this same rule and therefore the email attached by CloudExtend would fail. In order to ensure that CloudExtend attaches the email successfully the App sets the entity to that of the record it's being attached to. Since the NetSuite API does allow an override of the actual email address the App does send over the proper email.
For inbound emails
When attaching to a NetSuite record where the sender's email address is not found on the record being attached to NetSuite would normally not allow the email to attach. CloudExtend works around this limitation by attaching the email with the current entity 'name' as the sender replacing the email address with the actual email address of the sender.
The default view of the message record does not show the Author's email. Customize your default view and add
This will then allow you to work with email addresses rather than entity names. If desired remove the Author and Primary Recipient to free up space.