Tasks (Support Cases) Import Field Mapping Definition

The Tasks (Support Cases) import workflow includes one mapping group:

Support Case [Integration point: SUPPORTCASE_TO_PR_TASK] — See Support Case Mapping Group.

Support Case Mapping Group

Use the task mapping group to map information on task records in OpenAir with information on project task records in NetSuite. The mapping group supports filters.

For reference information and best practice guidelines, review the following topics:

References — Overview of record types in OpenAir and NetSuite with links to the relevant reference material for information about fields available for mapping.
Default and Custom Filters — Overview of default filters and how to modify the default behavior, and custom filters. Custom filters are supported for this mapping group.
Default Field Mappings — Overview of default field mapping definitions including notes and best practice guidelines where relevant. Information imported by default includes task name, associated customer and project, start date, currency, and planned hours.
Additional Field Mappings — There are no specific guidelines for custom field mapping definitions in this mapping group.

References

The following table gives reference information about the records and fields available for custom field mapping definition with links to the relevant reference material. See also Schema Reference Documentation.

NetSuite Record type [`SOAP object`]	OpenAir Record Type [`table`]	Mapping Group [`Integration point`]
Support case[`SupportCase`] Schema: SupportCase (2020.1)\|SupportCase (2023.1) XSD: `SupportCaseSearchRowBasic` — platformCommon (2020.1)\|platformCommon (2023.1)	Task [`project_task`] Data Dictionary: project_task	Support Case [`SUPPORTCASE_TO_PR_TASK`]

NetSuite Record type [SOAP object]

OpenAir Record Type [table]

Mapping Group [Integration point]

Support case[SupportCase]

Schema: SupportCase (2020.1)|SupportCase (2023.1)

XSD: SupportCaseSearchRowBasic — platformCommon (2020.1)|platformCommon (2023.1)

Task [project_task]

Data Dictionary: project_task

Support Case [SUPPORTCASE_TO_PR_TASK]

Default and Custom Filters

By default, project task records are imported from NetSuite into OpenAir if the following conditions are met:

Matching project records exists in OpenAir and NetSuite for the project associated with the project task in NetSuite.
The Export to OpenAir [custevent_oa_export_to_openair] box is checked on the support case record in NetSuite.

Note:
If the Export to OpenAir [custevent_oa_export_to_openair] box is checked on the customer record associated with the support case, the support case is marked automatically for export to OpenAir.

Custom filters are supported for this mapping group. For more information about adding filter conditions, see Using Filters and Filter Definition.

Default Field Mappings

The following table describes the default field mapping definitions for the Support Case mapping group tab.

NetSuite Field	OpenAir Field	Notes
`SupportCase.internalId`	`Project_task.netsuite_project_task_id__c`	When you import a new support case record from NetSuite into OpenAir as a task record, OpenAir stores the internal ID of the NetSuite support case in the NetSuite Project Task ID [`netsuite_project_task_id`] custom field. This custom field is used to link the OpenAir and NetSuite records for future updates and matching record associations.
`="1"`	`Project_task.netsuite_supportcase_record_type__c`	Project task and support case records can both be imported form NetSuite into OpenAir as task records. The Tasks (Project Tasks) and Tasks (Support Cases) can both be used together. The NetSuite Support Case Record [ `netsuite_supportcase_record_type`] box is checked on the OpenAir task record if the record was imported from a support case.
`="Case #" + SupportCase.caseNumber + ": " + SupportCase.custevent_oa_project_task_name`	`Project_task.name`	The OpenAir: Project Task Name [`ProjectTask.custevent_oa_project_task_name`] custom field in NetSuite is set automatically. It is used to store the Subject of the support case and to construct the task Name on the OpenAir record.
Looked up OpenAir field value — `id` of OpenAir project record with `netsuite_project_id` equal to the NetSuite field `SupportCase.company`	`Project_task.project_id`	—
Looked up OpenAir field value — `id` of OpenAir customer record associated with the project with internal ID `Project_task.project_id`.	`Project_task.customer_id`	—
`SupportCase.startDate`	`Project_task.start_date`	The task Start Date is set to the Incident Date on the NetSuite support case .
`SupportCase.currency`	`Project_task.currency`	Active and visible only if the Multicurrency feature is enabled for your OpenAir account . Multiple currency — The Currency on the task record in OpenAir is set to the Currency on the support case record in NetSuite.
`SupportCase.estimatedWork`	`Project_task.planned_hours`	Unless planned hours are entered for each task assignment in OpenAir, the task Planned Hours in OpenAir is set to the support case Estimated Work in NetSuite.
Looked up OpenAir field value — `id` of OpenAir service record with `netsuite_category_id` equal to the NetSuite field `SupportCase.item`	`Project_task.default_category`	If there is a service item associated with the support case in NetSuite and this service item matches a service in OpenAir, this information is imported into the project task record in OpenAir
`="1"`, if `SupportCase.stage == "_closed"` `="0"`, otherwise	`Project_task.closed`	If the support case is closed in NetSuite, the corresponding project task is closed in OpenAir. If the support case is reopened, the project task is reopened.

NetSuite Field

Direction

OpenAir Field

Notes

SupportCase.internalId

Project_task.netsuite_project_task_id__c

When you import a new support case record from NetSuite into OpenAir as a task record, OpenAir stores the internal ID of the NetSuite support case in the NetSuite Project Task ID [netsuite_project_task_id] custom field. This custom field is used to link the OpenAir and NetSuite records for future updates and matching record associations.

="1"

Project_task.netsuite_supportcase_record_type__c

Project task and support case records can both be imported form NetSuite into OpenAir as task records. The Tasks (Project Tasks) and Tasks (Support Cases) can both be used together. The NetSuite Support Case Record [ netsuite_supportcase_record_type] box is checked on the OpenAir task record if the record was imported from a support case.

="Case #" + SupportCase.caseNumber + ": " + SupportCase.custevent_oa_project_task_name

Project_task.name

The OpenAir: Project Task Name [ProjectTask.custevent_oa_project_task_name] custom field in NetSuite is set automatically. It is used to store the Subject of the support case and to construct the task Name on the OpenAir record.

Looked up OpenAir field value — id of OpenAir project record with netsuite_project_id equal to the NetSuite field SupportCase.company

Project_task.project_id

—

Looked up OpenAir field value — id of OpenAir customer record associated with the project with internal ID Project_task.project_id.

Project_task.customer_id

—

SupportCase.startDate

Project_task.start_date

The task Start Date is set to the Incident Date on the NetSuite support case .

SupportCase.currency

Project_task.currency

Active and visible only if the Multicurrency feature is enabled for your OpenAir account

Multiple currency — The Currency on the task record in OpenAir is set to the Currency on the support case record in NetSuite.

SupportCase.estimatedWork

Project_task.planned_hours

Unless planned hours are entered for each task assignment in OpenAir, the task Planned Hours in OpenAir is set to the support case Estimated Work in NetSuite.

Looked up OpenAir field value — id of OpenAir service record with netsuite_category_id equal to the NetSuite field SupportCase.item

Project_task.default_category

If there is a service item associated with the support case in NetSuite and this service item matches a service in OpenAir, this information is imported into the project task record in OpenAir

="1", if SupportCase.stage == "_closed"
="0", otherwise

Project_task.closed

If the support case is closed in NetSuite, the corresponding project task is closed in OpenAir. If the support case is reopened, the project task is reopened.

OpenAir NetSuite Connector creates or updates a project task assignment record in OpenAir when a task is added or updated using the Tasks (Support Cases) import workflow and the NetSuite support case is assigned to an employee matching an employee record in OpenAir. The project task assignment record includes the following information:

Project_task_assign.user_id —Looked up OpenAir field value: id of OpenAir employee record with netsuite_user_id equal to the NetSuite field SupportCase.userId
Project_task_assign.project_task_id — id of the imported project task record.

OpenAir NetSuite Connector runs the project calculation automatically when a task is added or updated using the Tasks (Support Cases) import workflow.

Additional Field Mappings

Important:

Review the following guidelines

You should contact your OpenAir Professional Services representative if you need to make changes to your integration configuration and field mapping definitions.
For advanced mapping usage and best practice guidelines, see Advanced Field Mapping Definition.
Familiarize yourself with the NetSuite and OpenAir technical documentation before attempting to set field mapping definitions using the advanced notation — See Schema Reference Documentation.

No specific guidelines.