FSM Case Record

A case represents a service request or service occurrence in Field Service Management (FSM). It brings together the customer, asset, service details, related customer relationship management (CRM) tasks, and billing context. A project can provide the wider context, such as a maintenance contract, for several cases.

FSM uses the standard NetSuite case record and adds Field Service fields. The case describes the service work, and its related CRM tasks describe the visits or activities that you schedule and perform. Recurrence and Program can create service work automatically when the applicable rules and requirements are met.

Record Information

The following table lists the case record identifiers and supplied FSM form.

Property	Value
Record type	Standard NetSuite
Record name	Case
Record ID	supportcase
FSM model	models/case
Supplied FSM form	custform_nx_case
Record identity	Internal ID (internalid) identifies the record internally. Case Number (casenumber) is the case identifier shown to you.

For information about case form recommendations and default-form configuration, see Recommended Case Form.

For standard NetSuite case fields and support management, see Support Case and Setting Up Case Management.

Record Relationships

The following table describes the case's relationships with other records.

Related Record	Relationship	Purpose
Customer	Field Service Customer (custevent_nx_customer) identifies the customer for the service work.	Keeps the customer available separately when native Company contains a project.
Project	The native Company field (company), labeled Project on the supplied FSM form, can identify a project or the customer directly.	Groups the case with wider service work. A separate stored FSM Project field is not required for this relationship.
Asset	Field Service Case Asset (custevent_nx_case_asset) references one Field Service Asset (customrecord_nx_asset).	Identifies the asset used by the standard case model for sourcing and related work.
CRM Task	A CRM task links to its case through the native case relationship: supportcase when writing the task and case in searches.	Allows several visits or activities to belong to one service request.
Transaction	Field Service Transaction (custevent_nx_case_transaction) identifies a selected transaction, commonly a sales order. Transactions can separately reference the case through Field Service Case (custbody_nx_case).	Provides the potential sales-order source for case invoicing and connects related transactions to the service work.
Field Service Case Type	Field Service Case Type (custevent_nx_case_type) references customrecord_nx_case_type.	Supplies the FSM classification used by applicable service rules.
Field Service Recurrence	Field Service Recurrence (custevent_nx_recurrence) references customrecord_nx_recurrence.	Connects the case occurrence to its series definition.
Contact	Native Contact (contact) references a Contact record.	Identifies the case contact separately from the customer and from a person named in sign-off data.

A selected project can supply the case's customer and asset. Without a project, FSM can synchronize Field Service Customer with native Company. If a Customer or Asset change conflicts with the selected project, FSM can replace the project relationship with the customer. See FSM Customer and Asset Selection.

Some related task and transaction updates run in the background and may remain pending after you save a case relationship change. See FSM Related Service Work.

FSM Fields

Field labels can vary by form or account. The field tables include field IDs to distinguish fields that have similar labels.

Identification and Classification with Service Details

The following table lists case identification, classification, and service-detail fields.

Field	Field ID	Purpose	Behavior Notes
Name or Subject	title	Describes the case.	FSM automatic naming can replace this value when Field Service Case Type has a value. See FSM Automatic Record Naming.
Number	casenumber	User-facing case identifier.	Separate from the record's internal ID.
Field Service Case Type	custevent_nx_case_type	Selects the FSM case classification.	References a Field Service Case Type record. Applicable FSM functions check this field, with additional requirements specific to each capability.
Native Type	category	Classifies the support issue in NetSuite Case Management.	Uses NetSuite Support Case Types. It is separate from Field Service Case Type. See Creating Case Types.
Priority	priority	Native case priority.	Doesn't itself select a technician or schedule a task.
Assigned	assigned	Employee responsible for the case.	Separate from assignment on its CRM tasks. Program can use assignment data when configured to do so.
Field Service Case Details	custevent_nx_case_details	Service-request details stored on the case.	Separate from native case messages and replies.
Contact, Email(s), and Phone	contact, email, and phone	Contact and communication details for the case.	Related records can supply these values. See FSM Contact Sourcing and Synchronization.
Field Service Assets or Case Assets	custevent_nx_assets	Stores multiple selected Field Service assets.	Separate from the single Field Service Case Asset used by the standard case model.

The two Case Type fields use different records and identifiers. Selecting a native support Type doesn't populate Field Service Case Type or satisfy an FSM condition that requires it.

Date and Time Zone Fields with Status

The following table describes the case's date, time zone, and status fields.

Field	Field ID	Purpose	Behavior Notes
Field Service Start Date and Field Service Start Time	custevent_nx_start_date and custevent_nx_start_time	Start values in the case's service time zone.	Used for case recurrence and Program task dates. The standard case model can supply a missing start time of 09:00.
Field Service End Date and Field Service End Time	custevent_nx_end_date and custevent_nx_end_time	Service completion values in the case's time zone.	FSM status-closing rules can set these values from a selected CRM task's actual end. If the actual end is unavailable, the rules use the scheduled end. Case Status alone is not a substitute for these values.
Field Service Time Zone	custevent_nx_time_zone	Identifies the time context of the service work.	References a Field Service Time Zone record (customrecord_nx_time_zone). It can differ from the viewing user's time zone.
Incident Date and Incident Time	startdate and starttime	Native case start values.	FSM synchronizes the native case start values with the Field Service start values when the applicable Case Type and time-zone conditions are met.
Date Closed	enddate	Native NetSuite case closure date and time.	Separate from Field Service End Date and End Time.
Status	status	Native case status.	FSM status automation can change it using configured status IDs. Account status labels and IDs can differ.
Stage	stage	Broad native stage used by FSM to interpret the case's status.	FSM distinguishes OPEN, ESCALATED, and CLOSED. A stage is not a scheduled-script execution status.

For sourcing, conversion, and date effects, see FSM Service Time Zone Sourcing and Synchronization. For case closure and end-value selection, see FSM Case and CRM Task Status Automation. Case dates are separate from the scheduled and actual dates on each child task.

Recommended Case Form

For FSM work, use a dedicated case form customized for the customer's service processes. In the main section, show Field Service Time Zone (custevent_nx_time_zone), Field Service Start Date and Field Service Start Time (custevent_nx_start_date, custevent_nx_start_time), and Field Service End Date and Field Service End Time (custevent_nx_end_date, custevent_nx_end_time). Use the Field Service start fields when entering or changing the service start, and the Field Service end fields when recording service completion.

These values express the service dates and times in the case's service time zone. Native start values use the current NetSuite session's time zone, which can differ from the service location's time zone. Place the native start fields and Date Closed lower on the form or on a separate subtab to reduce accidental use. Date Closed remains a separate native closure value. The Field Service end values on the case don't use the four-field schedule conversion used for CRM tasks. This form arrangement is recommended rather than required.

On the customized case form, check the Store Form with Record box to retain the form reference on cases created with that form. You can then reopen a case in its saved layout. The supplied FSM case form already has this box checked. See Custom Entry Form Properties.

In the FSM custom configuration, set prototype.defaults.customform under models/case to the customized case form's internal ID. This default supplies the form for record creation that uses the case model defaults, including cases generated by Program. An explicitly supplied form can take precedence, and the default doesn't change existing cases. For the supported setting and configuration syntax, see Custom Forms for Record Creation.

Transaction and Unbilled Amounts

The following table describes the case's transaction references and unbilled amount fields.

Field	Field ID	Purpose	Behavior Notes
Field Service Transaction	custevent_nx_case_transaction	Selected transaction associated with the case.	Case invoicing can use an eligible selected sales order. This field doesn't list every transaction linked to the case.
Field Service PO Number	custevent_nx_case_purchaseorder	Customer's purchase-order reference text.	Can be sourced from the selected transaction and used on transactions created from the case. It is not a link to a NetSuite Purchase Order record.
Field Service Unbilled Time	custevent_nx_unbilled_time	Saved summary of qualifying billable time associated with the case or its CRM tasks.	Updated by background calculation.
Field Service Unbilled Expenses	custevent_nx_unbilled_expenses	Saved summary of qualifying billable expense lines on case-linked expense reports.	The calculation depends on NetSuite Expense Reports being enabled.
Field Service Unbilled Sales	custevent_nx_unbilled_sales	Saved summary of Amount Unbilled across case-linked sales orders.	Can include sales orders that are not selected in Field Service Transaction.
Field Service Unbilled Total or Amount Unbilled	custevent_nx_unbilled_total	Sum of the three saved category amounts.	A nonstored formula field. The displayed total can reflect earlier source data when recalculation is pending.

These amounts summarize unbilled charges for reporting and don't list individual invoice lines. A positive total doesn't confirm that Generate Invoice is available or that every reported charge will be invoiced. See FSM Case Unbilled Amount Calculation and FSM Case Invoicing.

Billing Rule (custevent_nx_billing_type) belongs to the CRM task. It is not a case billing-rule field. The Case Type can participate in configured task rule selection. See FSM Billing Rules.

Sign-Off Data

The following table lists fields that store case sign-off data.

Field	Field ID	Purpose
Field Service Sign Off Technician	custevent_nx_signoff_technician	Employee reference for the technician recorded in case sign-off data.
Field Service Technician Signature	custevent_nx_technician_signature	Rich-text field for the case's technician signature data.
Field Service Customer Name	custevent_nx_customer_name	Name of the person recorded in customer sign-off data, separate from the customer record reference.
Field Service Customer Signature	custevent_nx_customer_signature	Rich-text field for the case's customer signature data.

Recurrence Data

The following table describes fields that connect a case to its recurrence series and identify its position in that series.

Field	Field ID	Purpose	Behavior Notes
Field Service Recurrence	custevent_nx_recurrence	Links the case to its series definition.	Several case occurrences can reference the same definition.
Field Service Instance Index	custevent_nx_recurrence_index	Position within the current series.	The primary occurrence has index 1. Individual date changes can make date order differ from index order.
Field Service Exempt Sync	custevent_nx_recurrence_exempt	Tracks field IDs protected from later series updates on this occurrence.	Maintained when changes are retained for an individual occurrence.
Field Service Recurrence Updates	custevent_nx_recurrence_updates	Tracks changed field IDs for forward series updates.	Stores a comma-separated field-ID list, rather than the field values themselves.
Field Service Recurrence Data	custevent_nx_recurrence_data	Stores serialized recurrence control data on the occurrence.	FSM-maintained JSON can include pattern and processing information. It is distinct from the linked recurrence definition.

Recurrence defines the case series without copying the original case's child tasks. Program separately determines whether each case needs child tasks. See FSM Case and Task Recurrence and FSM Program.

Processing Fields and Indicators

The following table describes processing requests and indicators.

Field or Indicator	Field ID	Meaning	Update Sources
Field Service Update Status	custevent_nx_status_update	Requests evaluation of case status rules.	Related task status processing can set it. Saving a case with the request checked schedules status processing. A submitted evaluation clears it even when no rule changes Status.
Field Service Update Unbilled	custevent_nx_unbilled_update	Requests recalculation of the unbilled category amounts.	Relevant sales order, expense report, Invoice, and task-linked Time Bill changes can request an update. A successful background write saves the categories and clears the request.
Field Service Update Program	custevent_nx_program_update	Requests assessment of this case for missing child tasks.	Rule assessment during case creation can set this request. Saving an explicit Field Service Update Program request schedules Program. The request clears when assessment finds no remaining task additions and doesn't request the parent project's case schedule.
Field Service Pending Notifications	custevent_nx_notification_pending	Stores notification requests awaiting transfer into Field Service Notification records.	Applicable Case Type, Status, or Stage changes and service-report requests can add entries. Notification processing clears transferred requests. An empty field doesn't prove delivery.
Field Service Propagate Changes	custevent_nx_recurrence_propagate	Requests forward recurrence processing from an occurrence.	Recurrence form and save handling maintain it. Processing clears it as the series transition is completed. It is not a script-running indicator.
Field Service Propagate Complete	custevent_nx_recurrence_propcomplete	Temporary recurrence marker for occurrences already transferred or reindexed during propagation.	Recurrence processing sets and later clears it. It doesn't establish completion of every field update, child task, or business activity.
Case processing banner	No stored case field	Summarizes assessed outstanding work and relevant record-specific scheduled callbacks.	Form and service processing calculate the banner. Some entries reflect eligibility assessment, and callback entries can include execution state.

FSM maintains these request fields. For supported actions, selection conditions, and processing effects, see the linked feature topics. A checked request doesn't confirm that a script is running. A cleared request, missing banner, or completed execution doesn't by itself prove that every intended record was processed.

The relevant deployments include Status (customdeploy_nx_status), Unbilled (customdeploy_nx_unbilled), Program (customdeploy_nx_program), Notification (customdeploy_nx_notification), and Recurrence (customdeploy_nx_recurrence) under Field Service Scheduled (customscript_nx_scheduled). Shared execution and monitoring are covered by FSM Script Reference.

An associated Field Service Error Record can leave work outstanding or exclude it from particular processing. The scope differs by capability: for example, Unbilled excludes the matching case, whereas Program errors can affect cases sharing the same Company context. There is no common case error-reference field. See the applicable Feature for processing consequences and FSM Error Record for the error data and state meanings.

Creation and Update Sources

The following table describes how different sources create or update case records.

Source	Record Effect
NetSuite Case entry	Creates or edits the native case and its Field Service data. FSM form and save handling can source related values and apply automatic naming.
Add New Task in FSM Mobile	Creates a case with the supplied service context as part of creating a CRM task. See FSM Related Service Work.
Project Program	Creates cases for configured project service occurrences. Case Program separately creates missing child tasks.
Case Recurrence	Creates and maintains case occurrences from a recurrence definition and stored series values.
Related Project and transaction actions	Can supply the case's relationships and update linked records through background callbacks.
CRM Task status processing	Requests case status review and can update Status and Field Service end values.
Billing-source changes and Unbilled processing	Request recalculation, then save the unbilled category amounts.
Quote and sales order processing in FSM Mobile	Applying a Quote can set the case's selected Transaction. When a sales order is created from that selected transaction, FSM can replace the case's selection with the new sales order. See FSM Mobile Quote Management and FSM Mobile Sales Order Management.
Notifications and service reports	Maintain notification requests and use case data for customer communications. See FSM Service Reports and Notifications.

Used by FSM Features

The following table describes how FSM features use case records.

Feature	Case Usage
FSM Customer and Asset Selection	Maintains the customer, asset, and project context.
FSM Related Service Work	Connects cases, projects, tasks, and related creation actions.
FSM Program	Uses cases as service occurrences and parents for generated tasks.
FSM Case and Task Recurrence	Uses each case as an occurrence in a repeating series.
FSM Case and CRM Task Status Automation	Evaluates the case using related CRM task states.
FSM Case Unbilled Amount Calculation	Saves billing summaries on the case.
FSM Case Invoicing	Uses the selected transaction and case context to prepare an invoice.
FSM Consumable Processing	Connects consumable sales processing to the case and its transaction.
FSM Service Reports and Notifications	Uses case data and relationships in reports and notifications.

Record Constraints and Data Requirements

The supplied FSM case form requires Custom Form, Name, Case Type, Status, Customer, Asset, Project/Company, Email(s), Assigned, and native Start Date and Start Time. These are requirements of that form, not a statement that every native case or integration has the same requirements. The custom field definitions don't themselves make Customer, Asset, or Field Service Case Type required in every context.

Native Company can contain the customer directly. A label of Project doesn't establish that its saved value identifies a project. A valid case doesn't necessarily require both a project and a transaction; individual capabilities have their own requirements.

Case assignment doesn't establish assignment of every child task. Case closure doesn't prove that all child tasks are complete: a configured completed-task rule can close the case even if other tasks remain incomplete.

Warning: Deleting a case can request deletion of linked CRM tasks in a separate operation. For the validation and consequences, see FSM Related Service Work and FSM Case and Task Recurrence.

Additional Information

• FSM Related Service Work
• FSM Program
• FSM Case Invoicing

Related Topics

• FSM Records
• FSM Asset Record
• FSM Case Type Record
• FSM CRM Task Record
• FSM Project Record

General Notices