SSEO - How to Configure Custom Records

Overview

SuperSync Email now supports custom NetSuite record types as search targets in the Outlook plugin. Administrators can configure any custom record (e.g., `customrecord_project`, `customrecord_asset`, `customrecord_ticket`) to appear in Outlook search results, receive logged emails, and be created directly from the add-in.

Because custom records have arbitrary field schemas — unlike standard record types such as Customers or Cases — a Saved Search is required for any custom record Matching Type. The saved search defines both what gets searched and what gets displayed in Outlook results.

Setup Guide

Step 1: Create a Matching Type Record

Matching Types tell SuperSync which record types to search and how to display them.

  1. In NetSuite, go to SuperSync Email > Configuration > Matching Types
  2. Click New
  3. Fill in the fields:
    1. Display Heading | Label shown in Outlook (e.g., "Projects")
    2. Record Type | Select your custom record type
    3. Search Filter | Enter the internal ID of the Saved Search from Step 1
    4. Title Field | Must match the Title column name in your Saved Search
    5. Title is Formula | Check if the Title column uses a formula
    6. Detail Field | Must match the Detail column name in your Saved Search
    7. Detail is Formula | Check if the Detail column uses a formula
    8. Custom Icon URL | (Optional) URL to a 16×16 icon
    9. Sort Field | (Optional) Field ID to sort results by
    10. Sort Descending | (Optional) Check for descending sort
  4. Save the record

Important: The Search Filter field is mandatory for custom record types. Unlike standard record types (Customer, Case, etc.), SuperSync cannot generate dynamic search filters for custom records because their field schemas are arbitrary. The Saved Search provides both the filter logic and the result columns.

Step 2: Link the Matching Type to a Profile

Profiles control which Matching Types each user sees in Outlook.

  1. Go to SuperSync Email > Configuration > Profiles
  2. Open the profile for the users who should see this record type
  3. In the Matching Types subtab, add the Matching Type created in Step 2
  4. Set the Order to control where this record type appears in Outlook search results
  5. Save

Step 3: (Optional) Enable Cache for Faster Search

If your deployment uses the search cache, you can enable caching for the custom record Matching Type to achieve faster search times.

  1. Go to SuperSync Email > Configuration > Matching Types
  2. Open the Matching Type created in Step 2
  3. Check Cache Enabled
  4. Optionally check Only Search Cache to skip live NetSuite fallback
  5. Save

How Search Works for Custom Records

When a user types a search term in Outlook, SuperSync executes the configured Saved Search with the term applied against the cache or NetSuite directly:

With cache enabled:

  1. The cache server receives the search term and returns pre-indexed results instantly
  2. If the cache misses or the server is unavailable, SuperSync falls back to live NetSuite search
  3. Results are merged and returned to Outlook (up to 25 per Matching Type)

Without cache (live NetSuite search):

  1. SuperSync loads the Saved Search and executes it against NetSuite
  2. Results are returned to Outlook (up to 25 per Matching Type)

Creating Custom Records from Outlook

To allow users to create new custom records directly from Outlook:

  1. Go to SuperSync Email > Configuration > Record Forms
  2. Click New
  3. Set Record Type to your custom record type
  4. Add Record Fields for each form field to display in Outlook
  5. Link the form to the appropriate Profile

Troubleshooting

No results appear for my custom record type

Confirm the user's Profile includes this Matching Type in the Matching Types subtab.

Results appear but show blank titles or details

The Title Field or Detail Field on the Matching Type does not match a column in the Saved Search.

  1. Open the saved search in NetSuite
  2. Go to the Results tab
  3. Note the exact Field value (not the label) for your title and detail columns
  4. Update the Matching Type's Title Field and Detail Field to match exactly

If using a formula column, check Title is Formula / Detail is Formula on the Matching Type.

Cache is not populating for my custom record type

Check 1: Cache Enabled checkbox

On the Matching Type record, verify Cache Enabled is checked.

Check 2: Script parameter

Verify the `custscript_scs_cache_enabled` parameter on the `customdeploy_scs_update_cache_mr` deployment is checked.

Check 3: Check the execution log

Go to Customization > Scripting > Script Execution Log, filter by script `customscript_scs_update_cache_mr`, and look for error entries related to your Matching Type.

Limitations

  • Maximum 25 results per Matching Type are returned to Outlook per search.
  • Incremental cache search (finding records created after the last cache sync) is not supported for custom records. The full cache population runs on the 15-minute Map/Reduce schedule.
  • Automated Email Matching (the Email Matching module) does not currently match incoming emails to custom record types. This applies only to the Outlook Plugin search/log workflow.
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