Resolving Known Problems and Issues in FSM

The following tables describe errors that can occur in Field Service Management (FSM), along with possible causes and solutions.

FSM Mobile

Expenses

Problem	Possible Cause	Next Steps
When you create an expense record in FSM Mobile and upload a receipt image, this error appears: Invalid expmediaitem reference key xxx for entity xx	Enhanced File Security is enabled in your account. FSM Mobile doesn't support this feature for receipt image uploads.	Go to Setup > Company > Enable Features. On the Company subtab, clear the Enhanced File Security box.

Problem

Possible Cause

Next Steps

When you create an expense record in FSM Mobile and upload a receipt image, this error appears:

Invalid expmediaitem reference key xxx for entity xx

Enhanced File Security is enabled in your account. FSM Mobile doesn't support this feature for receipt image uploads.

Go to Setup > Company > Enable Features. On the Company subtab, clear the Enhanced File Security box.

Tasks

The following table describes why scheduled jobs may not load in FSM Mobile and what to check.

Problem	Possible Cause	Next Steps
Scheduled jobs don't load in FSM Mobile. The following error appears in the account: Unexpected error.	An event mapping can return more than 4,000 characters. A formula text search result that exceeds this limit can trigger the error.	Use functions such as `substr` to limit the length of fields included in a `formulatext` search result column. Make sure the combined result of all fields doesn't exceed 4,000 characters. For example, limit the `details` value to 100 characters: `"details": "formulatext: substr({case.custevent_nx_case_details},1,100)"`

Problem

Possible Cause

Next Steps

Scheduled jobs don't load in FSM Mobile. The following error appears in the account:

Unexpected error.

An event mapping can return more than 4,000 characters. A formula text search result that exceeds this limit can trigger the error.

Use functions such as substr to limit the length of fields included in a formulatext search result column. Make sure the combined result of all fields doesn't exceed 4,000 characters.

For example, limit the details value to 100 characters:

                        "details": "formulatext: substr({case.custevent_nx_case_details},1,100)"

Time

Problem	Possible Cause	Next Steps
When you submit a time entry from FSM Mobile, this error appears: Invalid casetaskevent reference key xxx for customer xxx. The time entry isn't created, and a matching field service error record is created.	The related task record is closed. If the Project Management feature is enabled, you can't create time entries for closed task records. For more information about the feature, see Projects.	To help prevent time entry errors on closed tasks: Configure FSM Mobile so the Time tab isn't available when a task is closed. Configure FSM Mobile so only one technician, preferably the lead technician, can close a task record. Make sure technicians enter all time before the lead technician closes the task record.
When you submit a time entry from FSM Mobile, this error appears: Invalid customer reference key xxx for employee xxx. The time entry isn't created, and a matching field service error record is created.	The related project: is in a different subsidiary from the current user, and Intercompany Time & Expenses isn't enabled is inactive has inappropriate time entry preferences	An administrator must take the action that applies to the cause: Enable the Intercompany Time and Expenses feature. See Enabling Intercompany Time and Expenses. Make the project task active again. On the project record's Preferences subtab, review whether to check or clear the following boxes: Allow Time Entry Limit Time and Expenses To Resources

Problem

Possible Cause

Next Steps

When you submit a time entry from FSM Mobile, this error appears:

Invalid casetaskevent reference key xxx for customer xxx.

The time entry isn't created, and a matching field service error record is created.

The related task record is closed. If the Project Management feature is enabled, you can't create time entries for closed task records.

For more information about the feature, see Projects.

To help prevent time entry errors on closed tasks:

Configure FSM Mobile so the Time tab isn't available when a task is closed.
Configure FSM Mobile so only one technician, preferably the lead technician, can close a task record.
Make sure technicians enter all time before the lead technician closes the task record.

When you submit a time entry from FSM Mobile, this error appears:

Invalid customer reference key xxx for employee xxx.

The time entry isn't created, and a matching field service error record is created.

The related project:

is in a different subsidiary from the current user, and Intercompany Time & Expenses isn't enabled
is inactive
has inappropriate time entry preferences

An administrator must take the action that applies to the cause:

Enable the Intercompany Time and Expenses feature. See Enabling Intercompany Time and Expenses.
Make the project task active again.
On the project record's Preferences subtab, review whether to check or clear the following boxes:
- Allow Time Entry
- Limit Time and Expenses To Resources

Sales Order

The following table covers pricing errors and missing values required by the account.

Problem	Possible Cause	Next Steps
When you submit a sales order from FSM Mobile, this error appears: Please enter a value for amount. The requested changes aren't applied, and a matching field service error record is created.	This error can occur for either of the following reasons: An item on the sales order has no price for the selected price level, usually the base price. NetSuite can't find a default price for the sales order line item. On an existing quote or sales order, the Rate column is visible on each line item. After you select a custom price level, you can enter or change the rate. Selecting a standard price level again clears the Rate column and causes an error when you save.	Do one of the following to resolve the error: If an item has no price for the selected price level, open the item record. On the Sales/Pricing subtab, make sure each price level has a default price. See Updating Item Prices. If you no longer want custom prices on specific sales order line items, delete the sales order and start again. To help prevent this error on sales order line items that use custom price levels: Don't select a standard price level again. Make the price level field read-only on existing sales order line items that use a custom price level. Use a hidden map field to read the price level. Apply the restriction only to existing sales order line items with a price level of -1. If the restriction also applies when adding a sales order line item, selecting a custom price level makes the field read-only. You then can't select a standard price level. For example, add the following map: `"pricelevelreadonly": "formulatext:{pricelevel}\|"` On the `pricelevel` field, add the following read-only condition: `"readonly": "pricelevelreadonly.value == -1"`
When you submit sales order line items that you added or changed in FSM Mobile, this error appears: Invalid price reference key 1 for item xxx.	This error can occur for one of the following reasons: The selected item has no rate for the selected price level. When the selected price level was created, it wasn't set to update existing item records with updated prices.	Do one of the following to resolve the error: Edit the affected item record and make sure each price level has a rate. Edit the price level record. Check Update Prices for Items Using This Price Level, then click Save. For more information, see Editing Price Levels.
When you submit a sales order from FSM Mobile, this error may appear in the network response: Please enter value(s) for: Class	The account requires a Class value on transactions, but at least one sales order line item lacks this value.	Make sure each sales order line item includes the required Class value. Alternatively, hide the Class field on the custom form used by FSM Mobile. Hiding the field removes the requirement for a value.
When you submit a sales order from FSM Mobile, this error may appear in the network response: Please enter value(s) for: Department	The account requires a Department value on transactions, but at least one sales order line item lacks this value.	Make sure each sales order line item includes the required Department value. Alternatively, hide the Department field on the custom form used by FSM Mobile. Hiding the field removes the requirement for a value.
When you submit a sales order from FSM Mobile, this error may appear in the network response: Please enter value(s) for: Location	The account requires a Location value on transactions, but at least one sales order line item lacks this value.	Make sure each sales order line item includes the required Location value. Alternatively, hide the Location field on the custom form used by FSM Mobile. Hiding the field removes the requirement for a value.

Problem

Possible Cause

Next Steps

When you submit a sales order from FSM Mobile, this error appears:

Please enter a value for amount.

The requested changes aren't applied, and a matching field service error record is created.

This error can occur for either of the following reasons:

An item on the sales order has no price for the selected price level, usually the base price. NetSuite can't find a default price for the sales order line item.
On an existing quote or sales order, the Rate column is visible on each line item. After you select a custom price level, you can enter or change the rate. Selecting a standard price level again clears the Rate column and causes an error when you save.

Do one of the following to resolve the error:

If an item has no price for the selected price level, open the item record. On the Sales/Pricing subtab, make sure each price level has a default price. See Updating Item Prices.
If you no longer want custom prices on specific sales order line items, delete the sales order and start again.

To help prevent this error on sales order line items that use custom price levels:

Don't select a standard price level again.
Make the price level field read-only on existing sales order line items that use a custom price level. Use a hidden map field to read the price level. Apply the restriction only to existing sales order line items with a price level of -1.

If the restriction also applies when adding a sales order line item, selecting a custom price level makes the field read-only. You then can't select a standard price level.

For example, add the following map:
```
                            "pricelevelreadonly": "formulatext:{pricelevel}|" 

                          
```
On the pricelevel field, add the following read-only condition:
```
                            "readonly": "pricelevelreadonly.value == -1" 

                          
```

When you submit sales order line items that you added or changed in FSM Mobile, this error appears:

Invalid price reference key 1 for item xxx.

This error can occur for one of the following reasons:

The selected item has no rate for the selected price level.
When the selected price level was created, it wasn't set to update existing item records with updated prices.

Do one of the following to resolve the error:

Edit the affected item record and make sure each price level has a rate.
Edit the price level record. Check Update Prices for Items Using This Price Level, then click Save. For more information, see Editing Price Levels.

When you submit a sales order from FSM Mobile, this error may appear in the network response:

Please enter value(s) for: Class

The account requires a Class value on transactions, but at least one sales order line item lacks this value.

Make sure each sales order line item includes the required Class value.

Alternatively, hide the Class field on the custom form used by FSM Mobile. Hiding the field removes the requirement for a value.

When you submit a sales order from FSM Mobile, this error may appear in the network response:

Please enter value(s) for: Department

The account requires a Department value on transactions, but at least one sales order line item lacks this value.

Make sure each sales order line item includes the required Department value.

Alternatively, hide the Department field on the custom form used by FSM Mobile. Hiding the field removes the requirement for a value.

When you submit a sales order from FSM Mobile, this error may appear in the network response:

Please enter value(s) for: Location

The account requires a Location value on transactions, but at least one sales order line item lacks this value.

Make sure each sales order line item includes the required Location value.

Alternatively, hide the Location field on the custom form used by FSM Mobile. Hiding the field removes the requirement for a value.

Schedule Board

Problem	Possible Cause	Next Steps
The Schedule Board shows a blank screen or doesn't load tasks. The following error appears in the account: Unexpected error.	An event mapping returns more than 4,000 characters in a `formulatext` search result column. NetSuite returns an unexpected error when a column exceeds this limit. For example, this can occur in the mapping for the task popup that appears when you right click a task.	Use functions such as `substr` to limit the length of fields included in a `formulatext` search result column. Make sure the combined result of all fields doesn't exceed 4,000 characters. For example, limit the `details` value to 100 characters: `"details": "formulatext: substr({case.custevent_nx_case_details},1,100)"`

Problem

Possible Cause

Next Steps

The Schedule Board shows a blank screen or doesn't load tasks. The following error appears in the account:

Unexpected error.

An event mapping returns more than 4,000 characters in a formulatext search result column. NetSuite returns an unexpected error when a column exceeds this limit.

For example, this can occur in the mapping for the task popup that appears when you right click a task.

Use functions such as substr to limit the length of fields included in a formulatext search result column. Make sure the combined result of all fields doesn't exceed 4,000 characters.

For example, limit the details value to 100 characters:

                      "details": "formulatext: substr({case.custevent_nx_case_details},1,100)"

NetSuite User Interface

Task and Project Task

Problem	Possible Cause	Next Steps
The following error is encountered when attempting to edit a task or project task record using the NetSuite UI: An nlobjSearchColumn contains an invalid column, or is not in proper syntax: parent.	The Hierarchy box on the Asset record has been cleared.	Ensure that the Hierarchy box is checked on the Asset record. You can hide the Parent field on your custom forms so if you don't use it. However, you still need to keep the Hierarchy box checked on asset records.

Problem

Possible Cause

Next Steps

The following error is encountered when attempting to edit a task or project task record using the NetSuite UI:

An nlobjSearchColumn contains an invalid column, or is not in proper syntax: parent.

The Hierarchy box on the Asset record has been cleared.

Ensure that the Hierarchy box is checked on the Asset record.

You can hide the Parent field on your custom forms so if you don't use it. However, you still need to keep the Hierarchy box checked on asset records.

Case Creation

Problem	Possible Cause	Next Steps
The following error is encountered when creating a new project from a case record. For example, clicking New Billable on the Project dropdown. Please enter value(s) for: Address	This issue can occur if the address sub-records from the customer are not in the basic NetSuite address fields. There are scenarios where only custom fields were used on the address but none of the base NetSuite fields. NetSuite only copies address sub-records from the customer to new projects when the Project Management feature is enabled.	Ensure that all Address sub-records on the related customer (and across the entire account) have at least one of the basic NetSuite address fields filled in. The basic address fields in NetSuite are: addressee addrphone addr1 addr2 addr3 city state zip
This error is encountered when creating a new case record after selecting an asset record: Range Error: Maximum call stack size exceeded	This issue occurs when the field service case type record specified as the default in `models/case` is deleted or made inactive.	Check the `models/case` section of config and identify the default value set for `type`. This should always be the internal ID of an active field service case type record. `{ "models/case": { "prototype": { "defaults": { "type": 2 } } } }`

Problem

Possible Cause

Next Steps

The following error is encountered when creating a new project from a case record. For example, clicking New Billable on the Project dropdown.

Please enter value(s) for: Address

This issue can occur if the address sub-records from the customer are not in the basic NetSuite address fields.

There are scenarios where only custom fields were used on the address but none of the base NetSuite fields.

NetSuite only copies address sub-records from the customer to new projects when the Project Management feature is enabled.

Ensure that all Address sub-records on the related customer (and across the entire account) have at least one of the basic NetSuite address fields filled in.

The basic address fields in NetSuite are:

addressee
addrphone
addr1
addr2
addr3
city
state
zip

This error is encountered when creating a new case record after selecting an asset record:

Range Error: Maximum call stack size exceeded

This issue occurs when the field service case type record specified as the default in models/case is deleted or made inactive.

Check the models/case section of config and identify the default value set for type. This should always be the internal ID of an active field service case type record.

                        {
  "models/case": {
    "prototype": {
      "defaults": {
        "type": 2
      }
    }
  }
}

Field Service Error Records

Problem	Possible Cause	Next Steps
This error can occur in several FSM features: SSS_INVALID_SRCH_OPERATOR: An nlobjSearchFilter contains an invalid operator, or is not in proper syntax: internalid. The field ID in the message may vary.	A search in the FSM configuration contains an invalid filter for one of the following reasons: Empty filter values - Server-side logic, such as `${event.caseassets}`, returns no filter values. For example: `["internalid","anyof",[]]`. Invalid operator - `startswith` applies to text fields, but `custevent_nx_case_type` is a select field. For example: `["custevent_nx_case_type","startswith","Repair"]`. Invalid field ID - The filter references a field that doesn't exist. For example: `["inttternalid","anyof",["1","2"]]`.	Do one of the following to resolve the error: Provide a fallback value for filter values returned by server-side logic. `["internalid","anyof","${event.caseassets \|\| 0}"]` Use a filter operator supported by the field type. Verify that each field ID exists and is available for the record or search. Use the SuiteScript Records Browser to find the IDs. Search field IDs can differ from IDs shown in the NetSuite interface.

Problem

Possible Cause

Next Steps

This error can occur in several FSM features:

SSS_INVALID_SRCH_OPERATOR: An nlobjSearchFilter contains an invalid operator, or is not in proper syntax: internalid.

The field ID in the message may vary.

A search in the FSM configuration contains an invalid filter for one of the following reasons:

Empty filter values - Server-side logic, such as ${event.caseassets}, returns no filter values. For example: ["internalid","anyof",[]].
Invalid operator - startswith applies to text fields, but custevent_nx_case_type is a select field. For example: ["custevent_nx_case_type","startswith","Repair"].
Invalid field ID - The filter references a field that doesn't exist. For example: ["inttternalid","anyof",["1","2"]].

Do one of the following to resolve the error:

Provide a fallback value for filter values returned by server-side logic.

                          ["internalid","anyof","${event.caseassets || 0}"]

Use a filter operator supported by the field type.
Verify that each field ID exists and is available for the record or search. Use the SuiteScript Records Browser to find the IDs. Search field IDs can differ from IDs shown in the NetSuite interface.

General Notices