Opening a Case from a Sales Order
Open an unsaved case form from a saved sales order when sold work needs a service request. The New Case action opens the form. Saving that form creates the case record.
For field definitions and record relationships, see FSM Sales Order Record and FSM Case Record.
Before You Begin
The sales order must be saved with the correct service customer and asset. You need access to the order and permission to create cases. The order form must expose Related Records and Support Cases.
An estimate can precede the sales order, but estimate entry and conversion are separate prerequisite tasks. Converting an estimate or saving the sales order alone does not create this service case.
To open a case from a sales order:
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Go to Transactions > Sales > Enter Sales Orders > List.
Open the saved sales order for the service work.
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On Related Records, open Support Cases and click New Case.
After Opening the Case Form
On the case form, check the supplied customer, asset, and Field Service Transaction. The selected transaction must identify the order you opened.
To complete and save the open case form, see Creating a Case in NetSuite. That procedure includes the saved case and order relationship checks.
The native Attach action associates an existing support case with a transaction. It does not establish that the case's selected Field Service Transaction and the order's FSM relationships match.
For information about case, project, and transaction relationship updates, see Related Service Work in NetSuite.