If you’re unable to see custom NetSuite fields while editing a record form in ExtendSync for Outlook, it’s usually due to role-based permissions in NetSuite.
Certain custom NetSuite roles don’t display custom fields unless those permissions are explicitly granted.
You can try switching to another NetSuite role to check if the fields appear. If custom fields remain hidden across all roles, share this article with your NetSuite Administrator so they can adjust permissions for your role.
For NetSuite Administrators
Follow the steps below to ensure users’ roles have access to view and use custom fields in ExtendSync.
Step 1: Grant Permissions
Ensure that View (lowest setting) permissions are set for the records and roles you are working with. Typically the following are added.
Under the Setup Tab:
Custom Body Fields
Custom Column Fields
Custom Entity Fields
Custom Fields
Custom Item Fields
Custom Lists
Custom Record Types
Customer Status (optional — only needed for creating Lead, Prospect, or Customer records)
Custom Event Fields (optional — only needed for Support Case custom fields)
Under the Lists Tab:
Custom Record Entries
Step 2: Have the User Reload the ExtendSync App
Once the permissions have been added:
Ask your user to reload the app.
Send instructions here.
⏱️ Note: Permission changes can take 15–20 minutes to propagate.
If the issue persists, wait and try again after 20 minutes.
Still Having Trouble?
If custom fields still don’t appear after verifying permissions:
Double-check that the correct permissions were applied for the user’s active NetSuite role.
Make sure the user refreshed ExtendSync after the permissions were updated.
Contact CloudExtend Support for additional help.
💬 Chat with us: Click the messenger icon at the bottom-right of this page.
📧 Email: cloudextend-support@celigo.com