Key FSM Administration Areas
Key areas of FSM administration include:
Enablement and Prerequisites
FSM enablement and prerequisites cover initial setup tasks, such as:
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Installing the FSM SuiteApp (Bundle ID: 570821)
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Confirming your account's license count is correct
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Creating the custom records and fields that your business requires for its FSM operations
Example use cases:
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Confirm the supported browser and device baseline before troubleshooting anything else.
A technician reports that FSM Mobile is 'not working.' You verify they are using a supported browser (Chrome or Safari) and that they installed the mobile app as a progressive web application (PWA) on the home screen shortcut, then retest. This helps you eliminate unsupported browser issues early.
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Validate mobile install and location permission for mapping features.
Schedulers can't see a technician location pin and the map behavior looks wrong. You confirm the technician has allowed location access in the browser during mobile install and login.
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Test reported issues with the mobile emulator.
A technician reports issues with FSM Mobile, despite having correct access and using a supported browser. You open the mobile emulator through NetSuite to try to recreate the behavior.
Roles, Permissions, and User Access
As an FSM administrator, you manage FSM Mobile access and troubleshoot permission errors that affect FSM scripts and deployments. You might:
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Enable FSM Mobile access for an employee by checking the Field Service Mobile User box on the employee record.
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Remove access by clearing the Field Service Mobile User box to free up licenses.
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Set an FSM Mobile password for users who don't use NetSuite by manually assigning it on the employee record, and avoid emailing passwords.
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Troubleshoot login failures due to incorrect credentials or invalid email formatting on the FSM Mobile login screen.
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Investigate permission errors raised when FSM scripts run and lack access to a record or feature.
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Configure an alternate role for specific FSM script deployments if you can't resolve permission errors another way.
Example use cases:
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Onboard a non-NetSuite mobile user securely.
A contractor needs FSM Mobile access but shouldn't have NetSuite access. You enable FSM Mobile User on the employee record, manually assign a mobile password, and don't email the password. This helps avoid unnecessarily granting NetSuite access and reduces password exposure.
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Resolve a recurring 'permission error' by changing the execution role for a specific FSM deployment (only if needed).
By default, FSM scripts run under Field Service System, and you see permission errors tied to one deployment. You create a role with only the needed permissions and configure an alternate role for that deployment in the FSM configuration.
Schedule Board
Schedule Board configuration controls what schedulers see on the board, including how resources and tasks are grouped and color-coded. As an FSM administrator, you might:
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Set Schedule Board filters, palettes, sorting, and which records show as events and resources.
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Color code groups and palettes used to visualize task data, such as by task priority, task status, task type, or case type.
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Confirm tasks and resources refresh and load correctly on the Schedule Board.
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Troubleshoot unexpected Schedule Board save errors and failures to save changes to NetSuite.
Example use cases:
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Use color coding to highlight operational risk, not priority.
Schedulers want a quick way to spot work that's late or not saving. You configure (or reuse) color groups so the Schedule Board makes 'at risk' work stand out and schedulers can act quickly. (Color groups for task priority and task status are supported.)
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Show schedulers how to change color groups.
You show schedulers how to change the color default palette to other available options and how to change the swatch for each item with another color swatch within the same palette.
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Manage recurring work expectations when schedulers drag recurring tasks.
A scheduler drags a recurring task instance to a new day and expects the whole future series to move. You confirm the expected behavior: dragging updates only that instance and doesn't update future occurrences.
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Test reported issues.
You investigate reported issues and confirm they're not related to a user's permission restrictions.
FSM Mobile Support
As an FSM administrator, you manage the configuration and operational controls for FSM Mobile. You might:
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Control FSM Mobile behavior, like which tabs display, their order and labels, and what data mobile users see.
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Use mobile element types and properties to modify or extend mobile forms and tabs.
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Set idempotency fields for custom tabs that create records to help prevent duplicates. If you want, you can hide idempotency fields so they don't show up on the mobile form.
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Troubleshoot mobile load or save failures by inspecting network requests and payloads in browser developer tools.
Example use cases:
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Troubleshoot 'no jobs load' versus 'dropdowns are empty' using targeted network requests.
The mobile app loads, but no tasks appear, or fields are blank. You inspect the mobile network requests in your browser developer tools and check the event request (jobs), inventory request (dropdown options), and resource request (tab data) to pinpoint the failure.
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Fully test offline behavior.
You need to validate offline mode, but results don't look consistent in the NetSuite mobile emulator. You switch to testing in the full mobile app using the emailed login link. This is because the emulator doesn't fully support offline mode.
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Handle known upload constraints.
Technicians can't upload expense receipts from FSM Mobile. You check whether Enhanced File Security is enabled, since expense receipt uploads fail when it is.
Notifications and Communications
FSM uses a scheduled process to handle pending notifications, then clears the pending notifications field. As an FSM administrator, you can monitor and troubleshoot automated email notifications and service reports. You might:
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Confirm that the scheduled script processes pending notifications and then clears the field.
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Investigate unexpected notification behavior when configuration is changed.
Example use case:
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Validate end-to-end notification processing when users report 'emails are stuck'.
Stakeholders report that notifications aren't sending. You check whether records have pending notifications queued. You then confirm the scheduled processing behavior: FSM sends the queued notifications and clears the pending notifications field.
Reporting and Monitoring
Use the delivered navigation and saved-search links in the Field Service Center tab to monitor operational data and exceptions. As an FSM administrator, you might:
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Restore and maintain Field Service center tabs, categories, and links so users can access FSM Mobile, Schedule Board, reports, and record lists.
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Add custom center tabs, categories, and links to FSM Mobile and Schedule Board suitelets to preserve navigation after bundle updates.
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Check for missing center tabs, categories, and links after FSM SuiteApp updates, especially in unsupported centers.
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Reset audiences and link labels after upgrades in supported centers.
Example use case:
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Restore missing FMS Mobile and Schedule Board navigation after an update.
After an FSM SuiteApp update, users can't find FSM Mobile and Schedule Board links in their center. You restore the center categories and links, or create a custom center tab with links to the FSM Mobile and Schedule Board suitelets so access is more resilient across updates.
Ongoing FSM Maintenance and Governance
You need safe change control and post-update validation to keep FSM stable in both sandbox and production. As an FSM administrator, you might:
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Ensure only one configuration is active at any time.
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Test changes made by NetSuite Professional Services and partners.
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Work with NetSuite Support when changes need to be applied to the system.
Example use cases:
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A change is requested by NetSuite Support and needs to be updated in Production.
NetSuite Support can't make changes directly in customers' accounts, so you may be requested to apply and test changes in your production account.
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Make configuration changes safely using Save As and sandbox testing.
As new releases or changes are suggested, you may be requested to update the sandbox configuration and test those changes before approval to roll out to production.