Error when creating Netsuite Sales Order

[Sjansen1]

Last week I was able to automatically create Netsuite sales orders through HubSpot automation. This week, I get the following error message every time I try to enroll a deal into my NetSuite sales order automation. I have deleted line items in HubSpot and re-synced the line items with NetSuite and I am still getting the same error. I even put the line item name into the HubSpot SKU field, which did not work. I am stuck at this point so any help is appreciated.

“outputFields”:{“status”:“ERROR”,“errorMessage”:“could not find matching items with the name [Shipping/Receiving]. Please make sure the item is either syncing via data sync or has a HubSpot SKU that matches to the item’s name/number in NetSuite”,“errorCode”:“CreateSalesOrderAutomationError.LINE_ITEM_NOT_MATCHED”,“hs_execution_state”:“FAIL_CONTINUE”

[Jaycee_Lewis]

Hey, @Sjansen1 Thanks for reaching out! It sounds like you’re experiencing an error related to line items, is that correct? Are you using the HubSpot Data Sync integration for NetSuite?

Based on the error message you provided, it appears that HubSpot is having trouble finding a matching item in NetSuite with the name “Shipping/Receiving.” Here are a few suggestions to help troubleshoot this issue:

• Double-check the item name/number in NetSuite: Ensure that the item “Shipping/Receiving” exists in your NetSuite account, and verify if its name/number matches what you’ve entered in HubSpot.
• Review the data sync settings: If you’re using a data sync between HubSpot and NetSuite, make sure that the sync settings are configured correctly. Ensure that the sync is set up to include the relevant line items and that there are no filters or exclusions that could be causing the issue.
• Check the SKU field in HubSpot: It’s a good idea to double-check the HubSpot SKU field for the “Shipping/Receiving” line item. Make sure it’s correctly set to match the item’s name/number in NetSuite, as the error message suggests.

If none of these suggestions resolve the issue, it might be helpful to contact HubSpot Support for further assistance. They can provide more in-depth troubleshooting and investigate the problem directly within your account.

Best,

Jaycee

[WinnieHien]

Hi, I’m the PM for NetSuite Integration and I wanted to add some clarifying information on how the Sales Order flow works.

How to create Sales Orders in NetSuite

You can create a NetSuite Sales Order from a HubSpot Deal in two ways: 1) deal-based workflows or 2) manual flow/wizard from the deal.

The main benefit is to create Sales Orders with line items that match the HubSpot Deal line items. The critical piece for this is the Line Items need to MATCH. This is a really common place we see issues and support tickets.

Well, how do Line Items match?

Actually, they don’t match at the line item level. Line items are a one-time copy from the HubSpot Product Library. They match at the HubSpot Product Library = NetSuite Items level.

As of today: This matching/mapping is done automatically with our Product Sync feature.

Edit on 5/24/23:We will be adding an alternative to match by Product SKU but that is not live yet - it will be in a couple of weeks. This is now live. Details below.

These are the three NetSuite Items we support in Product Sync (if your item type on the list, submit the questionnaire and it’ll help us prioritize what to sync next!)

Alternative to Product Sync: Map HubSpot Product SKU to NetSuite ItemID.

Enter the NetSuite ItemID (i.e. Item Name/Number) into the HubSpot SKU field on the Product page.

How do you know if a Product/Item is matched?

Using Product Sync: Go to NetSuite Settings and then click in sync and search for the item.

Using Alternative to Product Sync: : Go to Product Library and check the Product’s SKU field matches the NetSuite ItemId field.

Make sure the corresponding item is active in NetSuite. NetSuite prevents us from using inactive items on Sales Orders. <-- Maybe something you can check since it was working last week, and not this week.

Now that we’ve gone through that background, the troubleshooting steps I recommend are:

1. Confirm the line items in your deal are syncing through Product Sync.

If you’ve done that, then you’ll want to write into our support team. I can see you’ve already done that, so continue the conversation there!

If you’re looking for an alternate way to match line items (outside of Product Sync), stay tuned for updates. We’re going into beta soon with some updates to Sales Order creation around pricing, attachments, and line item matching. If you’re interested in learning more, send me a DM!

[Jaycee_Lewis]

Thank you, @WinnieHien

[KMishra12]

Hi,

Thank you for sharing these steps. I have followed these steps but I am still getting an error: {“outputFields”:{“status”:“ERROR”,“errorMessage”:“the specified key for field item is not valid in NetSuite for account ID xxxxxx. Please make sure it exists and you have write permissions for it : NetSuiteStatusDetail{detail=Error while accessing a resource. You have entered an Invalid Field Value 6xx for the following field: item., errorCode=USER_ERROR}“,”errorCode”:“NetSuiteIntegrationResponseError.INVALID_KEY_OR_REF”,“hs_execution_state”:“FAIL_CONTINUE”}}

On confirming with our NetSuite expert, I got to know that the account id is for the production environment. I am testing sales order creation in the NetSuite Sandbox and have matched HubSpot SKU and the Item Name/Number from Sandbox . I am not sure why is the production account picked here.

Could you please suggest if I am missing out on anything?

[WinnieHien]

Are you selecting your NetSuite sandbox account when configuring sales orders?

That error message from NetSuite means the line item you’re trying to use doesn’t exist in the target system (in your case, Production).

If that doesn’t solve it, file a support ticket and the team can look into it.

The community forum is best for general questions (not portal-level troubleshooting that requires looking at logs).

[KMishra12]

Thank you for responding to this,

I am attaching it to our sandbox account but it’s weird to get that error. I will reach out to HubSpot’s product support team. I wanted to make sure if there is any quick fix I can perform before doing that but looks like we need to do more analysis.

[Sjansen1]

Hello @Jaycee_Lewis and @WinnieHien ,

I appreciate the response. I have done these steps and I am still getting the same error. What is really weird is this integration was working fine a couple of weeks ago. All of a sudden it stopped working. I have also done the following steps to see if it fixes the issue but it did not.

- Putting the HubSpot SKU number as the Netsuite ID number

- Putting the HubSpot SKU number as the Netsuite item’s name/number

[WinnieHien]

There was a bug that was identified and fixed earlier this week. You should be all set now. Thanks for submitting the support ticket and flagging it to the team!

[Sjansen1]

Yes, it works now! Thank you for the help and for working on it Winnie!

[Sjansen1]

[CSwensen]

@WinnieHien Any thoughts on this error for the HubSpot to Netsuite Integration. You have entered an invalid field value(s) for the following field: subsidiary.

The integration was previously working and now it is not

[WinnieHien]

Hi CSwensen, have you opened a HubSpot support ticket yet?
Issues like “it was working before and now it’s not” could be a widespread issue due to changes in NetSuite or HubSpot. Or, it could be a one-off issue in your portal. The best way for us to diagnose that is through a HubSpot support ticket.

This integration is quite technical so it’s best to start with HubSpot Support. You’ll want to provide enough detail / proof of what the problem is.

If the troubleshooting gets very technical, HubSpot support will escalate it to our engineering team to investigate. But, it’s all based on the details you provide so make sure to answer all questions that our support team asks.

If I wanted the best support experience this is what I’d do:

• record a screenshare of you creating the Sales Order in HubSpot with the error message. (bonus points if you know how to show the network tab)
• record a screenshare of you creating the Sales Order in NetSuite. Show that you’re able to select the same subsidiary here. Make sure you use the same login/account as the one connected to HubSpot. This will rule out a permission issue.

Send that to support to show how you can do it in NetSuite but run into an issue with the Integration.

Hope that helps!

[CSwensen]

Thank you for the advice.

[JakeDucharme]

@WinnieHien I am having trouble creating Sales Orders for deals with products that the integration says are in sync.

I am receiving the following error “A line item associated with the deal is not syncing, which is required to find the matching item in NetSuite.”

I am syncing a total of 98 products which the integration says are in sync. I attempted 125 deals and 54 were successful in creating a Sales Order while 71 failed.

I reviewed the products on all 71 that failed and isolated 26 products that were only found on deals that failed. I figured something with these 26 products had to be causing errors even though the integration says they are all in sync.

I confirmed all 26 of the products in HubSpot have identical SKUs and Names in both systems just as the many other products that have successfully had Sales Orders created.

In the thread above you note that the Product’s SKU field should match the NetSuite ItemId field. This isn’t the case for any of our products, yet most of them work. We are unable to edit the SKUs or IDs so I’m hoping this isn’t the only solution - especially since the integration says they are syncing.

The HubSpot and Netsuite Names and SKUs do match.

I find this error interesting because the integration says the products are in sync and the products that do fail are not any different from the ones that succeed.

A similar problem has appeared on the company record. A Deal is unable to create a Sales Order because the Company is not in sync, but the integration says the Company is in sync.

Do you have any insight as to why the integration may display a successful sync but not allow the creation of Sales Orders?

Best,

Jake

[WinnieHien]

Hi Jake,

The logic is either / or per line item, I believe.

We prioritize matching via Product Sync, and if that’s not available then we’ll look-up based on HubSpot SKU == NetSuite ItemID.

The only thing that comes to mind is perhaps there’s a currency mismatch. But, the best way to know for sure is to file a support ticket which likely will be escalated to our engineering team to look at the logs. You could ask to see if we’re matching by Product Sync, Product SKU, or a mix of both for your items. I think they can look that up for you.

Could you go ahead and file a support ticket? This level of troubleshooting can be tough without the right logs!

[VSonne43]

@Jaycee_Lewis, I have a question about how the sales orders should pass between HubSpot and NetSuite.

• I have a deal record, and used a deal-based workflow to create the NetSuite sales order. The record was correctly generated in NetSuite, and I can see the record in the “Sales Order Wizard” card located in the right sidebar of deal records.
• I’ve also enabled the NetSuite Sales Order > HubSpot Order data sync, with the hopes that NetSuite sales orders can also be visible and associated through the orders object in HubSpot.
• However, when activating the orders sync, no records pass through despite there being 2 sales orders in NetSuite. There are no filters in the sync settings.

What is the expected behavior for the integration in this scenario? Should a sales order created from a HubSpot workflow also pass through the orders sync back to HubSpot as an order record? We are currently connected to a NetSuite sandbox. Would that cause any issues with our testing or results thus far?

Thanks!

[Jaycee_Lewis]

Hi, @VSonne43 It’s a great question. I’d like to invite some of our community experts to the conversation — hey @HubSpot_Corey @OPerek-Clark @jolle do you have any experience with this Data Sync? Thanks for taking a look! — Jaycee