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

To jump right into creating categories refer to this article with step by step instructions.

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' indicates your email was attached using our asynchronous attach process available with our August 30, 2020 release
  • 'Attached to NetSuite' indicates that your email has been successfully attached to NetSuite via our previous attach process. As of the August release this is also the default mode if your version of Outlook allows for categories to be created automatically in compose mode.
  • '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

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 check mark.

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. 

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.
    Note - Mac users need to temporarily hide your reading pane or set the view to 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 Sent folder. 

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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