Resolving Search Result Discrepancy for Users with the Same Role

Written by: Thiem "Bella" Tran Overview

In this case study, we will explore a standard issue organizations face using NetSuite, where users with the same role experience discrepancies in search results. We will identify the root cause of the problem and provide a step-by-step solution to resolve it.

Context

Our client, a mid-size global NetSuite user, encountered a situation where two users with the same third-party accounting role were getting different search results. User A saw 50 transactions with only Credit Card and Expense Report types, while User B saw 304 transactions with additional types like check and Vendor Invoice.

Root-Cause Analysis

After a thorough investigation, we discovered that the root cause of this issue was the different language preferences set by the users. User A had their language preference set to English (U.S.), which resulted in the record type "Bill" being renamed to "Vendor Invoice." On the other hand, User B had their language preference set to English (International), where the record type name remained as "Bill."

Solution

To resolve this search result discrepancy, we recommend the following steps:

1. Identify the affected users: Determine which users are experiencing discrepancies in search results. In this case, User A and User B were identified as the users with different search results.

2. Adjust language preferences: For User A, change their language preference to English (International) or any language that retains the original record type name as "Bill." This can be done by accessing the user's preferences in NetSuite and modifying the language setting accordingly. Navigate to Home > Set Preferences > General > Localization.

3. Verify search results: After changing the language preference for User A, re-run the search and compare the results with User B. The goal is to ensure both users have consistent search results, showing 304 transactions with the same transaction types.

4. Communicate the solution: Inform the affected users about the changes to their language preferences and explain that this adjustment will provide consistent search results.

5. Monitor and follow up: Keep track of the search results for both users over a period of time to ensure that the discrepancy has been permanently resolved. If any further issues arise, investigate and address them promptly.

Conclusion

By identifying the root cause of the search result discrepancy and adjusting the language preferences accordingly, our client successfully resolved the issue faced by users with the same role. This solution ensured that both User A and User B had consistent search results, providing accurate and reliable data for their operational needs.

By proactively addressing and resolving such issues, organizations can enhance the user experience, improve data integrity, and optimize the efficiency of their NetSuite system.

Please note that this case study is based on a hypothetical scenario and demonstrates how to approach and resolve a search result discrepancy issue. Actual implementation may vary depending on the specific circumstances and configuration of the NetSuite system.