Generating CRM Tasks for a Case with Program
Request Case Program processing when an existing case needs the CRM tasks defined by configured rules. This procedure applies to manually entered cases, Project Program cases, and recurrence-created cases.
The saved case request assesses missing child tasks. It does not request the parent project's case schedule. Existing matching tasks retain their saved values.
For field definitions and record relationships, see FSM Case Record and FSM CRM Task Record.
Before You Begin
The case must have a Field Service Case Type, Field Service Start Date, and applicable Case Program rules. Customer, asset, assignment, and other values must satisfy those rules and the destination task requirements.
If the rules use linked project data, that project must already be saved and linked to the case. A project-creation choice on an unsaved form does not establish that relationship.
Review existing CRM tasks before requesting processing. Program matches by order and task type and creates missing tasks. It does not revise or delete existing matching tasks through this path.
For information about task rules and existing-task matching, see FSM Program.
To generate CRM tasks for a case with Program:
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Go to Field Service > Cases > Cases.
Open the saved case for editing and verify its Case Number.
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Review Field Service Case Type, Field Service Start Date, Field Service Start Time, and Field Service Time Zone. Confirm any project relationship and related values required by the rules.
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Check Field Service Update Program. Some forms shorten the label to Update Program.
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Click Save.
After Saving the Case
Saving updates the existing case with a processing request. Background processing assesses the case and creates eligible missing CRM tasks. Editing an existing case without this request does not automatically recalculate its task Program.
After processing, open the resulting CRM tasks. Confirm Support Case, Company, task types, schedule, assignments, and rule-supplied service details.
The result is additional CRM tasks linked to the existing case. A cleared Update Program box does not establish that every required task exists. The request can clear when no rules apply or required inputs are missing.
For the differences between case and project requests and their processing results, see FSM Program Processing and Case Closure.