A client recently encountered an issue with their custom invoice form failing to be delivered via email to their customers after they submitted the record. The following notice was displayed in NetSuite:
"This transaction was entered successfully, but the following error occurred while sending the transaction email: The email template cannot be processed. Please check that your custom email template and attachment format preferences are compatible."
The invoice form, as well as certain other forms, had a particular terms and conditions addendum added to the custom forms. These terms and conditions lived in the Sandbox file cabinet and were linked to the custom forms via HTML.
What was causing the error?
This problem only began after the Sandbox environment was refreshed. After HTML linked the previously mentioned terms and conditions language from the Sandbox file cabinet, the custom forms were moved to the Production environment. The URLs remained linked to the PDFs living in the Sandbox file cabinet. Interestingly, despite the files and URL links belonging to Sandbox rather than Production, it still functioned properly in Production.
When the Sandbox environment was refreshed using the Production environment where these PDFs in the file cabinet did not live, the URLs that the HTML code was calling on no longer existed, breaking the form.
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So, the wisdom here is, particularly for developers, when moving code from Sandbox to Production with links to a Sandbox file cabinet, make sure those files are also uploaded to the Production file cabinet and re-linked, or else future problems will inevitably arise. It can be difficult to pinpoint this issue because it stems from a disassociated link within HTML code.
Author: Grant Steele
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