Use this guide to ensure your NetSuite account is configured correctly for Calendar Sync and learn how to troubleshoot common errors when attaching Outlook events to NetSuite.

👀 Quick Tip: Scroll to the bottom of this article for common error scenarios.

Prerequisites

To attach calendar events successfully, you must have the correct employee permissions and NetSuite preferences enabled.

Employee Record & Role Permissions

Your NetSuite role must have permission to view Employee records.
This allows ExtendSync to identify attendees when creating events.

You have two options:

Option 1: Grant Employee Record Access

Ask your NetSuite Admin to:

Give your role View (minimum) access to Employees and Employee Records.

💡 Tip:
If your organization restricts sensitive employee data, your admin can create custom forms to hide confidential fields.

Option 2: Enable “Show Employees as Contacts”

If granting direct Employee access isn’t desired, admins can enable a company-wide setting:

Setup → Company → General Preferences → SHOW EMPLOYEES AS CONTACTS

Update Employee Permissions

Step 1: In NetSuite, go to Setup> User/Roles> Manage Roles.

Step 2: Search for the Role to update and open it.

Step 3: Go to Permissions Tab> Lists

Step 4: Add both Employee Record and Employees with at least View level access.

Step 5: Save the role.

General Preferences (for Admins)

Step 1: In NetSuite, go to Setup> Company> General Preferences

Step 2: Turn on SHOW EMPLOYEES AS CONTACTS

Attaching Calendar Events to NetSuite Records

Open an existing calendar event from Outlook then launch the ExtendSync app.
Use ExtendSync’s Auto-Search to automatically find NetSuite records based on attendees.
Or use the search box in the panel to manually search for the record you want.
After completing your calendar invite, click Attach, then Send your Outlook invite.

How Mapping Works

🔵 Organizer Mapping

ExtendSync searches NetSuite for a Contact or Employee ID that matches the event organizer.
If no match is found, NetSuite defaults to the currently logged-in user as the organizer.

🔵 Attendee Mapping

ExtendSync searches NetSuite for each attendee based on email address.
Attendees must have a matching NetSuite record (Contact or Employee).
If no matching record exists, the attendee is skipped in NetSuite but remains visible in Outlook.

💡 The organizer is also added as an attendee by default, unless your role permissions prevent ExtendSync from finding your Employee record.

If ExtendSync can’t find your Employee record:

The event still creates and associates with the NetSuite record.
However, it won’t appear on your NetSuite calendar.

Finding Attached Events

🔵On NetSuite Records

Attached events appear under the Activity tab of the record.
Events with multiple attendees also display on each attendee’s Contact or Customer record.

🔵 On Your NetSuite Calendar

You must be an attendee for the event to appear on your calendar.
If your Employee record cannot be found due to permission issues, the event still attaches to the record but won’t show on your personal calendar.

Recurring Events

CloudExtend currently supports creating single (one-time) events. If you mark an event as recurring in Outlook and attach it to NetSuite only the first event in the occurrence will be attached to NetSuite.

Common Error Scenarios

🔵 Contact not mapped to company

Occurs when the contact linked to the event has no parent company.
NetSuite doesn’t allow attaching events to “orphaned” contact records.

Fix:

Edit the contact and associate it with a company.
Or attach the event to another attendee linked to a company.

🔵 Required Fields on Default NetSuite Event Form

If you have required fields on your event form NetSuite will return an error message and the event will not be saved.

Here are a few workarounds to get the event synchronizing to NetSuite, ask your NetSuite admin to do the changes:

Option 1: Create a Custom role and Custom Form for ExtendSync Users

Create a custom role for ExtendSync Outlook Integration
Assign a different form (without mandatory fields) for the new role
Log in to ExtendSync using the new role. Since the fields are no longer required you will be able to save events.
When you work in the NetSuite UI you will log in with your original role that enforces the field restrictions

Option 2: Create a script

Create an on save workflow or script in NetSuite that will populate the required fields (with some value such as "N/A", etc.) to bypass the mandatory settings.
Configure it to trigger only for web services context (apps like ExtendSync) which means it would only run if the event was created externally via an app like ExtendSync.

🔵 Attached Event is not seen on your calendar

Ensure your Employee record is accessible to your role and that the Show Employees as Contacts setting is enabled.

🔵 Event is appearing multiple times on your calendar

Do not attach the same event to every attendee.

Attach the event to one NetSuite record only.
It will automatically display under all linked contacts and employees who are attendees.
Attaching the same event to multiple records causes duplicates.

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