What Triggers Case Creation and Program Processing

You can trigger Case creation and Program processing in the following ways:

• In NetSuite, edit the Project record, check the Field Service Update Program box, and then save the record. This marks the record for processing and schedules the Program script deployment (customdeploy_nx_program). The deployment then processes the queued items.

• Close a Case using Field Service Management's (FSM's) Case Status feature. This can only be triggered with the mobile app. Depending on your Program settings, this will also create the next Case.

Either of these methods triggers the Program to reassess the Project and create any newly required Cases. These trigger paths are especially relevant when the project-level create property is set to false, or when create is true but Field Service Program Create Until is populated. In those scenarios, not all future Cases exist, and NetSuite needs a later trigger to create the next Case.

Important:

If you close a Case manually (outside the Case Status flow), the Program won't move forward.

When FSM processes a queued Program update submitted with the Update Program box checked, it runs the Program scheduled script deployment (customdeploy_nx_program). This script reconciles the generated records with the current Program rules.

What the script does depends on whether the queued record is a Project or a Case.

• For queued Projects, the script can:

  • Delete Tasks on Cases that aren't in the Program

  • Delete Cases that aren't in the Program

  • Create Cases that are missing from the Program

  • Clear the Update Program box on the Project when processing finishes

• For queued Cases, the script can:

  • Create Tasks that are missing from the Program for that Case

  • Clear the Update Program checkbox on the Case when processing finishes

Related Topics

• FSM Program Feature

General Notices