Previously, email templates were auto-populating the template category and template fields when sending emails from purchase orders and other transaction types. However, as of today, these fields are no longer auto-populating despite being correctly configured in the transaction form setup.
Root Cause: NetSuite Support has confirmed that this behavior is due to standard NetSuite functionality and is tracked under enhancement #67812. No customizations related to email template autofill were found in the scripted records, reinforcing that this is not a configuration issue but a system limitation.
Investigation and Findings:
- Verified that all prerequisites for associating email templates were correctly followed.
- The custom transaction form is set as the preferred form.
- The custom email template is correctly assigned to the transaction form with an associated category for Purchase Order and Invoice Transactions.
- Despite correct configurations, the template fields are not auto-populating for Purchase Order transactions.
- Testing in a training account yielded the same results, indicating a broader issue.
- Since the functionality was previously working as expected with no recent configuration changes, the issue was escalated to NetSuite Support.
NetSuite Support Response:
- Support Case #: 6221996
- NetSuite confirmed that when sending an email from a transaction via the email button, no template autofill occurs. This is standard behavior across accounts and was observed in NetSuite’s test account as well.
- The issue is tracked under Enhancement #67812, which requests the ability to set a default email template on the email message page or have a Preferred option.
- If this functionality was previously working, it may have been achieved through customizations not supported by NetSuite.
- The preference set in the transaction form is followed only when using the “To Be Emailed” checkbox.
- Basic Support does not cover feature enhancements, and users are advised to refer to SuiteAnswers for additional documentation.