FSM Customer and Asset Sourcing by Record

Field Service Management (FSM) can source Customer and Asset values from related records and reconcile conflicting selections. For the selection model and filtering behavior, see FSM Customer and Asset Selection.

Field labels can vary by account. The selection fields are distinct from native Customer, Company, Entity, or Parent fields even where FSM synchronizes their values.

On cases, CRM tasks, and project tasks, an asset can supply a blank Field Service Customer. A selected project can supply the Customer and Asset used for the service work. On cases and CRM tasks without a selected project, FSM synchronizes Field Service Customer with native Company. The following table describes record-specific sourcing and relationship changes.

Record	Customer and Asset Behavior
Project	Field Service Customer (`custentity_nx_customer`) is synchronized with native Parent. A Parent that identifies a project supplies that project's Customer. Changing Customer to a different value can replace that parent project with the Customer. Selecting an Asset can fill a blank Customer. When the Asset changes, FSM retains an existing permitted Customer. Otherwise, the asset's Customer can replace it. If native Parent is absent, hidden, or read-only, the Field Service Customer field cannot be edited.
Case	A selected project supplies Field Service Customer (`custevent_nx_customer`) and Field Service Asset (`custevent_nx_case_asset`). Changing Customer or Asset to conflict with that project can replace the project relationship with the Customer.
CRM Task	A selected project supplies Customer and Field Service Task Asset (`custevent_nx_task_asset`). When no project is selected, a linked case supplies its Asset and, if its Customer has a value, its Customer. A conflicting Customer or Asset change can clear the case link. A conflicting project relationship can be replaced with the Customer. The same rule applies to cases.
Project Task	Its native company relationship identifies a project. If a Customer or Asset change conflicts with that project, FSM restores the project's value. It does not replace that relationship with a Customer.
Opportunity, Estimate (Quote), Sales Order, and Invoice	By default, FSM synchronizes Field Service Customer (`custbody_nx_customer`) with the native transaction Entity. Without NetSuite Project Management, an Entity that identifies a project supplies that project's Customer. An associated CRM task or project task can supply Field Service Asset (`custbody_nx_asset`). These transactions do not use the project form's separate rule for replacing Customer from a changed Asset.

Record

Customer and Asset Behavior

Project

Field Service Customer (custentity_nx_customer) is synchronized with native Parent. A Parent that identifies a project supplies that project's Customer. Changing Customer to a different value can replace that parent project with the Customer.

Selecting an Asset can fill a blank Customer. When the Asset changes, FSM retains an existing permitted Customer. Otherwise, the asset's Customer can replace it.

If native Parent is absent, hidden, or read-only, the Field Service Customer field cannot be edited.

Case

A selected project supplies Field Service Customer (custevent_nx_customer) and Field Service Asset (custevent_nx_case_asset). Changing Customer or Asset to conflict with that project can replace the project relationship with the Customer.

CRM Task

A selected project supplies Customer and Field Service Task Asset (custevent_nx_task_asset). When no project is selected, a linked case supplies its Asset and, if its Customer has a value, its Customer.

A conflicting Customer or Asset change can clear the case link. A conflicting project relationship can be replaced with the Customer. The same rule applies to cases.

Project Task

Its native company relationship identifies a project. If a Customer or Asset change conflicts with that project, FSM restores the project's value. It does not replace that relationship with a Customer.

Opportunity, Estimate (Quote), Sales Order, and Invoice

By default, FSM synchronizes Field Service Customer (custbody_nx_customer) with the native transaction Entity. Without NetSuite Project Management, an Entity that identifies a project supplies that project's Customer.

An associated CRM task or project task can supply Field Service Asset (custbody_nx_asset). These transactions do not use the project form's separate rule for replacing Customer from a changed Asset.

Important:

Changing Customer or Asset can affect the project or case relationship, or the chosen value can be restored from a related record. The available choices and the final record values are separate parts of the feature.

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