FSM Case Status Automation
Field Service Management (FSM) evaluates related customer relationship management (CRM) tasks against the configured case opening and closing rules. When a closing rule applies, FSM uses a selected task to update the case end date and time. For the feature overview, see FSM Case and CRM Task Status Automation.
Case Status Rules
For automatic opening, not started means that the case's current status is in the configured list of case status IDs. The core list contains 1, the standard NetSuite Not Started status. You can configure the list to include one or more account statuses.
With the core rules and standard NetSuite case statuses, FSM changes a Not Started case (1) to In Progress (2) when a related CRM task is In Progress.
A task closing formula is evaluated against a completed CRM task and returns the case status ID to apply to its related case. The task remains Completed. The default formula returns Closed (5) when the task's Close Case (custevent_nx_case_closed) box is checked. Otherwise, it returns no status and that task does not qualify for this closing rule.
Automatic case closure after all related tasks are complete is disabled by default. For exact settings, formula definitions, and setup choices, see Configuring FSM Case and CRM Task Status Automation.
The following table summarizes the conditions and results of each case status rule.
|
Rule |
Conditions |
Result |
|---|---|---|
|
Automatic case opening |
The current case status is in the configured not-started list, a related task is In Progress, and the case opening formula returns a case status ID. |
Sets the case status to the ID returned by the case opening formula. |
|
Case closure from a completed task |
A completed task's closing formula returns a case status ID. Other related tasks can remain incomplete. |
Sets the case status to the formula result from the selected completed task. |
|
Automatic case closure |
At least one related task is Completed, no related task is Not Started or In Progress, and the case closing formula returns a case status ID. |
Sets the case status to the ID returned by the case closing formula. |
FSM evaluates automatic case opening first. If the opening rule doesn't apply and the case's Stage (stage) isn't Closed, FSM evaluates the closing rules. Closure from a completed task takes precedence over automatic case closure. If no rule applies, the case status stays unchanged.
The rules use case status internal IDs. Account status names and IDs can differ from the standard NetSuite values. Verify that the configured rules refer to the intended account statuses. For the standard status mapping, see Support Case.
A case with no related tasks doesn't qualify for automatic case closure.
Case End Date and Time
When a closing rule applies, FSM updates the case's Field Service End Date (custevent_nx_end_date) and Field Service End Time (custevent_nx_end_time) fields using the selected task.
FSM uses the selected task's Field Service End date and time. If that value is empty, it uses the task's scheduled end date and time (enddate).
FSM orders related tasks by Start Date (startdate), with the latest start date first. It selects a task according to the closing rule:
-
Case closure from a completed task - Selects the first completed task in that order whose task closing formula returns a case status ID.
-
Automatic case closure - Selects the first completed task in that order.
FSM converts the selected date and time to the case's Field Service Time Zone (custevent_nx_time_zone) if processing uses a different time zone.