If you’re unable to see Custom Records or Custom Transactions in ExtendSync for Outlook (NetSuite Edition), the most common cause is missing NetSuite role permissions.
ExtendSync strictly follows NetSuite’s role-based security.
If a role cannot see a record type in NetSuite, it will not appear in:
Search results
Filters
Create / Associate lists within ExtendSync
Why This Happens
ExtendSync mirrors what your NetSuite role can access.
Custom roles are not automatically updated by SuiteApps.
If permissions are missing or incomplete records remain hidden.
Required NetSuite Permissions
A NetSuite Administrator is required to update role permissions.
To ensure both record types appear in ExtendSync, the user’s role must include both permissions below.
For Custom Records
Step 1: Add permissions to User Role
Go to:
Setup → Users/Roles → Manage RolesEdit the role used in ExtendSync.
Open Permissions → Setup.
Add:
Custom Record Types
Set level to:
View (minimum)
Full (only if users need to create/edit)
Save changes.
Step 2: Enable Mail Merge
When emails are stored to NetSuite it is saved under the Communication > Messages tab. If you are not seeing this tab, request NetSuite admin to add permission to the custom record or custom transactions.
Go to:
Customization → Lists, Records, & Fields > Record Types.Locate and select the custom record name to update.
Mark the box for Enable Mail Merge.
Save changes.
For Custom Transactions
Add permissions to User Role
Still editing the role, go to Permissions → Transactions.
Add:
Custom Transaction Types
Set level to:
View (minimum)
Full (for create/edit access)
⚠️ Important:
Many admins enable Custom Record Types but forget Custom Transaction Types, which causes transactions to remain hidden.
Need Help?
If records still don’t appear after updating permissions:
🔎 Search support.cloudextend.io
💬 Chat with Support (bottom-right widget)
📧 Email cloudextend-support@celigo.com
Please include:
Role name
Record/transaction type missing
Screenshot of role permissions
We’re happy to help you restore visibility for custom records and transactions in ExtendSync Outlook.