Related Service Work in NetSuite
Field Service Management (FSM) creates customer relationship management (CRM) tasks from cases in NetSuite. FSM also creates projects from cases and child projects from parent projects. These actions are part of FSM Related Service Work.
The relevant FSM controls must be available on the NetSuite form. You must have access to the required records and actions. The records must contain the Customer, Asset, type, and scheduling information required by the chosen action.
For a timed task, the end time must be later than the start time. Dates and times depend on the service work's time zone. See FSM Service Time Zone Sourcing and Synchronization.
For the supported settings, defaults, and examples, see Configuring FSM Related Service Work.
Adding Tasks to a Case
The Add Tasks list on a case collects entries for CRM task creation. It does not list the case's existing tasks.
The standard controls collect Task Type, date, and start and end times. Assignment, Message, Skills, and Confirmed Booking are optional. An unassigned row remains unassigned. This action does not assign an unassigned row to the person saving the case. Selecting Skills limits the available assignees to eligible employees who have every selected skill. This filter does not check scheduling conflicts or employee availability.
The initial date comes from the case's start date. The date-range action adds one task for each calendar day in the range, including both end dates and weekends. Each row can be changed before the case is saved. Remove All clears the staged rows.
Saving the case submits the rows for background creation. Each task created from the rows receives the case relationship and case time zone. The Company relationship is read from the case when creation runs. Creation uses the case's relationship at that time, rather than a copy retained when the row was entered.
Selecting or Creating a Project from a Case
The standard project selector offers existing projects for the case's Asset if the projects are not inactive. Their date range must also include the case start date. A missing start or end date leaves that side of the range open.
When the Asset, start date, and start time allow the selector to load, the current project remains available on the initial edit. The project remains available even if it falls outside the current selection criteria. Changing the Asset or start date and time refreshes the choices.
The control also offers active project types for project creation, excluding types associated with Program. Selecting a creation choice queues project creation when the case is saved.
The project created by the action receives the case's Customer, Asset, Contact, time zone, and start-date context. In the standard selector, selecting a Project Type uses the case's Customer as its Company until the project is created. The project is created beneath that Customer. FSM then changes the case's Company relationship to the project created by the action and restores the case Contact.
For an FSM case with a Case Type, changing its Company relationship can also queue updates to the Company on its related CRM tasks. Separately, when a case has an associated transaction, FSM can link that transaction to the case and move it into the project context. These related updates occur separately from saving the case. Moving the transaction can re-source entity fields and addresses with dependencies.
Adding Subprojects
The Add Subprojects list on a project collects entries for child project creation. Submitted rows receive the current project as their parent and its Field Service Customer as their Customer.
Each row requires an Asset, Project Type, Start Date, and End Date. The standard row defaults use the parent project's start and end dates and Program values. The End Date cannot be earlier than the Start Date. Equal dates are allowed. After the parent is saved, background processing creates the child projects.
Changing the parent project's Customer refreshes the available assets and clears its staged subproject rows. Changing the parent dates cancels the row being entered so that the date defaults can be refreshed.
Removing a staged row prevents that row from being submitted. It does not delete a child project that has already been created. A project's parent is fixed after creation. Program values on a row do not by themselves explain or guarantee how future cases and tasks will be generated. That behavior belongs to FSM Program.
NetSuite Creation and Related Updates
Case Add Tasks, project creation from a case, and project Add Subprojects submit work to the FSM Scheduled Script (customscript_nx_scheduled). Saving the starting record queues the requested work. The related records may appear later.
When a case requests creation of a project and tasks together, project creation has priority. The task creation step reads the case's Company relationship when it runs. Updates to previously saved related tasks are also separate background work.
Where the scheduled-processing banner is shown, the case identifies New Project, Add Tasks, Update Transaction, and Update Tasks actions. The project identifies New Subprojects. Informational messages group actions awaiting execution with actions being processed. Failed actions appear in an error message. The banner alone does not distinguish queued work from an active execution. That distinction requires the script execution status.
The related records and their saved relationships show the outcome. A completed execution alone does not establish that every intended related update succeeded.
A failure during creation of a batch of tasks or subprojects stops the remaining rows in that execution. Records created before the failure remain. A project created by the action can also remain if the later case-link update fails.
Project creation triggered by asset creation uses an asset-associated action on the same FSM Scheduled Script. The asset's New Projects banner uses the same outstanding-work and failure messages.
For shared execution and deployment behavior, see FSM Script Reference.