Automated Intake Record Sequence
Email handling, a script, an API, or another account automation can initiate service work grouped under a project. For project-based intake, establish the project before the case and its CRM tasks.
For field definitions and record relationships, see FSM Project Record, FSM Case Record, and FSM CRM Task Record.
The following table describes the record sequence.
|
Stage |
Saved Result |
Creation Mechanism |
|---|---|---|
|
Establish project context |
An existing project is identified, or a project record is created with the required service context. |
Account automation. |
|
Create the service request |
A case is saved with Company identifying the intended project. |
Account automation or configured Project Program rules. |
|
Create the visits |
CRM tasks are saved with Support Case identifying the case and Company providing the intended context. |
Account automation or configured Case Program rules. |
Each required case and task needs one creation mechanism so that automation and Program do not both create the same work. Program stages still require their own matching rules and valid inputs.
For the requirements of the Program generation stages, see FSM Program.
Receipt of an email or acceptance of an API request does not confirm that the service records exist. Confirm the saved project, case, CRM tasks, and relationships. A later failure can leave earlier records saved.
Where Program owns generation, use Generating Cases from a Project Program and Generating CRM Tasks for a Case with Program for the supported record actions.