FSM CRM Task Record

In Field Service Management (FSM), a customer relationship management (CRM) task represents an individual service visit, such as a repair, inspection, or service call. FSM uses the standard NetSuite task record to store the visit's service context, planned schedule, primary technician, additional team members, and recorded work.

A CRM task can reference a case or project. Referencing a project doesn't change it into a project task. Project tasks are separate NetSuite records with project scheduling and resource assignments. Schedule Board events can also represent other sources, such as employee nonworking days and resource allocations. An event displayed on the board is not necessarily a CRM task.

Record Information

Use the record type and field IDs to distinguish the underlying data from labels shown on a customized form.

Property	Value
Record type	Standard NetSuite
Record name	Task, referred to here as CRM Task
Record ID	task
FSM classification field	Field Service Task Type (custevent_nx_task_type)
Classification record	Field Service Task Type (customrecord_nx_task_type)
Separate Project Task record ID	projecttask

Field Service Task Type is an FSM custom field, not a native CRM task classification field. FSM rules and capabilities use this field to identify the task type. Individual features have additional requirements. Entering a task type alone doesn't determine visibility in FSM Mobile, assignment eligibility, time processing, or automatic report sending.

For standard task entry and fields, see Creating CRM Task Records. For native field identifiers, refer to the NetSuite Task Records Browser.

Record Relationships

The task connects one visit to its service context. Related activity, time, and consumable records hold separate information about that visit.

Related Record	Relationship	Purpose
Case	The Support Case field (supportcase) references the case. Searches use case.internalid.	Groups the visit with a service request and other CRM tasks.
Project or Customer	Native Company (company) can identify the selected Project or Customer in FSM.	Provides the visit's business context. A Project relationship supplies its Customer and Asset.
Customer	Field Service Customer (custevent_nx_customer) references the Customer.	Keeps the Customer identifiable when Company contains a Project.
Asset	Field Service Task Asset (custevent_nx_task_asset) references customrecord_nx_asset.	Identifies the equipment or site associated with the visit. It can supply the service address and coordinates.
Employee	Assigned To (assigned) identifies the primary technician, and Field Service Team (custevent_nx_task_team) identifies additional employees.	Supports assignment, access in FSM Mobile, and employee time entries. FSM removes the primary assignee from the additional team list.
Task Type	Field Service Task Type references customrecord_nx_task_type.	Classifies the visit. Its Service Time Item participates in automatic service-time processing.
Skill	Field Service Skill (custevent_nx_task_skill) references customrecord_nx_skill.	Records the skills associated with the work.
Originating CRM Task	Field Service Created From (custevent_nx_created_from) references the task from which another task was created in FSM Mobile.	Records the creation relationship, separately from the Case link and native Parent Task.
Field Service Activity	Activity Task (custrecord_nx_activity_task) links activities to the task.	Holds service-activity dates and times separately from the task's actual start and end timestamps.
Time Bill	The native Case/Task/Event field (casetaskevent) and Field Service Task (custcol_nx_task) connect time entries to the CRM task.	Stores employee time, service item, and duration.
Consumable	Consumable Task (custrecord_nx_constask) references the CRM task.	Holds item usage, quantities, stock selections, and billing links separately from the task.
Field Service Recurrence	Field Service Recurrence (custevent_nx_recurrence) references customrecord_nx_recurrence.	Connects the task occurrence to its repeating series.

When no Project is selected, a linked Case supplies its Asset and any populated Customer. Changing the task's Customer or Asset so that it conflicts with the Case can clear the Case relationship. A conflicting Customer or Asset change can also replace a project association with the Customer. See FSM Customer and Asset Selection for these sourcing rules.

FSM Fields

The following tables cover fields useful for interpreting CRM task data. The tables use English field labels, which can differ from the labels and form layouts in your account. Except where identified as standard, these are FSM custom fields.

Identity and Assignment with Work Details

These fields identify the visit and describe its work. The Record relationships table describes fields that link the task to other records.

Field	Field ID	Purpose and Values
Title - standard	title	Task name. FSM automatic naming can replace it using Task Type, Task Number, and Asset. See FSM Automatic Record Naming.
Field Service Task Number	custevent_nx_task_number	Makes the CRM task's internal ID searchable through NetSuite global search, which doesn't otherwise search internal IDs. FSM supplies the internal ID when the number is empty; copying through the model clears it for the new record.
Priority - standard	priority	Native task priority, also used in FSM displays.
Message - standard	message	Task description or instructions. Separate from Actions Taken.
Field Service Task Confirmed Booking	custevent_nx_task_booking_confirmed	Records that the visit's booking is confirmed. It is not a completion or processing indicator.
Field Service Billing Type	custevent_nx_billing_type	Billing rule classification used for the task's supported time, expense, and consumable processing. See FSM Billing Rules.
Field Service Task Outcome	custevent_nx_task_outcome	References customrecord_nx_task_outcome to describe the work outcome. An outcome value is separate from the native Status.
Field Service Actions Taken	custevent_nx_actions_taken	Records the service work performed and is mapped by the standard Details resource in FSM Mobile.
Field Service Internal Note	custevent_nx_internal_note	Separate text area for internal notes. The field name doesn't imply restricted access or exclusion from customized reports.
Field Service Customer Name	custevent_nx_customer_name	Identifies the customer signatory, separately from the Customer record relationship.
Field Service Customer Signature	custevent_nx_customer_signature	Stores customer signature content.
Field Service Sign Off Technician	custevent_nx_signoff_technician	Identifies the employee associated with technician sign-off, separately from the task assignee and team.
Field Service Technician Signature	custevent_nx_technician_signature	Stores technician signature content.

A signature or technician sign-off doesn't mean that the task's Status field is set to Completed. Signature controls and form behavior are described in Signature Pads.

Planned Schedule and Actual Activity

Planned service dates and times, actual task action timestamps, and service-activity times represent different information.

Field	Field ID	Purpose and Values
Start Date, Start Time, End Time - standard	startdate, starttime, endtime	Native schedule representation. FSM conversion also uses native enddate.
Due Date - standard	duedate	Native deadline for the task, already mapped by the FSM Task model. It is separate from the actual completion timestamp.
Reserve Time - standard	timedevent	Indicates a native timed calendar task. FSM can clear Reserve Time during time zone conversion and retain the Field Service schedule.
Date Completed - standard	completeddate	Native completion date, separate from the Field Service End timestamp.
Field Service Time Zone	custevent_nx_time_zone	Time zone used to interpret the Field Service schedule. It can be sourced from related records or the user's preference.
Field Service Start Date / Start Time	custevent_nx_start_date, custevent_nx_start_time	Planned local start in the task's Field Service Time Zone.
Field Service End Date / End Time	custevent_nx_end_date, custevent_nx_end_time	Planned local end in the task's Field Service Time Zone. End Date also supplies the date for automatically created time bills.
Field Service Start	custevent_nx_task_start	Actual Start action timestamp, stored with time zone.
Field Service End	custevent_nx_task_end	Actual Complete action timestamp, stored with time zone. A value can precede the NetSuite Completed status.
Field Service On Site / Off Site	custevent_nx_task_onsite, custevent_nx_task_offsite	Recorded arrival and departure timestamps, stored with time zone. Separate from Start and Complete.

Service-activity times entered through the Start and Complete dialogs can differ from the actual task action timestamps. Automatic time duration comes from the linked activities, not simply from subtracting Field Service Start from Field Service End. See FSM Service Time Tracking.

For conversion conditions, native field differences, and clock-time restrictions, see FSM Service Time Zone Sourcing and Synchronization.

Recommended Task Form

For FSM work, use a dedicated task form customized for the customer's service processes. In the main section, show the following fields for entering or changing the planned service schedule:

• Field Service Time Zone (custevent_nx_time_zone)

• Field Service Start Date / Start Time (custevent_nx_start_date, custevent_nx_start_time)

• Field Service End Date / End Time (custevent_nx_end_date, custevent_nx_end_time)

These values express the schedule in the task's service time zone, giving dispatchers and technicians a consistent time context for the visit. Native schedule values use the current NetSuite session's time zone, which can differ when the task creator, dispatcher, and service location are in different time zones. Place the native schedule fields lower on the form or on a separate subtab to reduce accidental use. This form arrangement is recommended but isn't required by FSM.

In the FSM custom configuration, set prototype.defaults.customform under models/task to the customized task form's internal ID. This supplies the form for creation paths that use the task model defaults, including Program-generated tasks. An explicit form supplied by a creation operation can take precedence. The default doesn't change the form of existing tasks. For the supported setting and configuration syntax, see Custom Forms for Record Creation.

Service Location

These fields store the service address and coordinates. Arrival and departure timestamps don't replace this location data.

Field	Field ID	Purpose and Values
Field Service Address	custevent_nx_address	Saved address for the visit. An associated Asset can supply it.
Field Service Latitude / Longitude	custevent_nx_latitude, custevent_nx_longitude	Coordinates used for service-location display and navigation.
Field Service Geolocation	custevent_nx_geo_location	Combined coordinate value maintained by location processing.
Field Service Geolocation Compliant	custevent_nx_geo_location_comp	Indicator used by geolocation maintenance. It doesn't establish that the address or physical service location is correct.

Asset sourcing and later location updates are explained in FSM Service Locations and Geocoding. Navigation and recorded location activity are explained in FSM Maps and Location Tracking.

Status and Processing Indicators

Native Status describes the task's business state. Processing fields describe requests or supporting data, rather than a script's execution state.

Field	Field ID	Purpose and Values
Status - standard	status	Not Started (NOTSTART), In Progress (PROGRESS), or Completed (COMPLETE). Completion in FSM Mobile can precede the saved NetSuite Completed status.
Field Service Close Case	custevent_nx_case_closed	Indicates that this Task should close its related Case under the task-based closing rule. Under the standard task-based closing rule, checking Field Service Close Case on a Completed CRM task requests closure of its related case. Status processing sets the case to Closed (5), even if other related tasks remain incomplete. The rule is applied during status processing and can be changed by configuration. Checking the box alone doesn't close the Case or prove it is closed.
Field Service Update Status	custevent_nx_status_update	Requests status processing. A saved status change on a task with a Task Type sets this request. Processing clears it and can request review of the related Case. Clearing it doesn't establish that the Case status changed.
Field Service Log Activity Time	custevent_nx_time_log_activities	Requests activity-based time processing. For a tracked Task Type, changes to Task Type or Field Service End can set it when both values are present. Processing clears it after assessment, including when no time bill is created.
Field Service Pending Notifications	custevent_nx_notification_pending	Stores queued notification requests from report actions or configured rules. A pending request doesn't confirm that an email was sent or delivered.
Field Service Destroy	custevent_nx_destroy	Marks a task for background deletion. Case deletion can set this field and clear the Case link before the task is removed. The mark is not proof of deletion.
External ID - standard	externalid	Standard FSM Mobile record synchronization stores creation identity here with the fsm_ prefix. It is separate from the Task Number and business status.
Field Service Idempotency Key	custevent_nx_idempotency_key	Older custom identity field retained for compatibility and visibility. Standard FSM Mobile record creation uses External ID instead.

These task fields don't include an indicator for consumable completion. Consumable billing and fulfillment results are recorded on the related consumables and transactions. A completed task, cleared time request, or completed script execution doesn't establish that consumables were billed or fulfilled.

Time and status requests use separate processing. A task with Status set to In Progress can qualify for scheduled completion when Field Service End has a value and Field Service Log Activity Time is cleared. Errors can leave requests outstanding or prevent an individual action from being attempted. See FSM Case and CRM Task Status Automation, FSM Service Time Tracking, and FSM Consumable Processing.

Field Service Error records (customrecord_nx_error) can identify the affected record through Record Type (custrecord_nx_error_record_type) and Record ID (custrecord_nx_error_record_id), with action and deployment context where captured. The error record stores these references. The CRM task has no dedicated field that links to the error record. See Field Service Error Record for error data and state meanings, and FSM Script Reference for execution monitoring.

Recurrence Data

These fields connect an occurrence to its series and support propagation. The fields don't confirm that every future occurrence has been created or updated.

Field	Field ID	Purpose and Values
Field Service Recurrence	custevent_nx_recurrence	Link to the supporting recurrence definition.
Field Service Instance Index	custevent_nx_recurrence_index	Position in the series. Index 1 identifies the primary occurrence, and deleted occurrences can leave gaps.
Field Service Exempt Sync	custevent_nx_recurrence_exempt	Field identifiers exempt from later series updates after individual changes.
Field Service Propagate Changes	custevent_nx_recurrence_propagate	Request used to apply changes forward through the series.
Field Service Recurrence Updates	custevent_nx_recurrence_updates	Field identifiers retained for propagation processing.
Field Service Propagate Complete	custevent_nx_recurrence_propcomplete	Temporary marker for recurrence association/index propagation. Processing later clears the marker, so it is not a permanent completion result for the series.
Field Service Delete Future Instances	custevent_nx_recurrence_delete	Supports the Delete Future Instances action. The value doesn't confirm that records have been removed.
Field Service Recurrence Data	custevent_nx_recurrence_data	Structured recurrence data used by the record controls and background processing.

Use the recurrence controls to manage repeating work. Detailed series changes, exemptions, and deletion consequences are described in FSM Case and Task Recurrence.

Creation and Update Sources

These sources can create or change CRM tasks. Local entry, synchronization, and background results are separate stages.

Source	Record Effect
NetSuite Task entry or import	Creates or updates the standard task, subject to form and record requirements.
New Task from an Asset	Opens a task form with the asset supplied. Saving the form creates the task.
Case Add Tasks	Submits staged CRM task rows for background creation with the Case relationship.
FSM Program	Creates CRM tasks required by applicable Case Program rules.
FSM recurrence	Creates and updates task occurrences in a repeating series.
FSM Mobile	Synchronizes task changes, actual action timestamps, and mapped work details. The Task tab can create additional tasks, and the optional menu creation action can create a case and task.
Schedule Board	Saves supported changes to planned dates, times, and assignment.
FSM record handling	Maintains numbering, naming, related customer and asset values, time-zone data, and processing requests.
Background processing	Processes time, status, notifications, recurrence, related-record changes, location updates, and queued task deletion.

The initial assignee depends on the creation path. The FSM Task model can create unassigned tasks, but the standard FSM Mobile menu creation path uses the person creating the record if no assignee is supplied. Don't assume every creation path assigns the person creating the record.

The task form uses Field Service User Event and Field Service Client record handling. Associated scheduled deployments process the separate requests. See FSM Script Reference for script and deployment identities, execution, and monitoring.

Used by FSM Features

The CRM task stores the visit's data. The following feature topics explain how FSM uses that data.

Feature	Record Use
FSM Service Scheduling and Assignment	Supplies service work, schedule, assignee, team, and booking information.
FSM Related Service Work	Connects visits to Assets, Cases, Projects, and originating Tasks.
FSM Program	Creates planned tasks for cases.
FSM Case and Task Recurrence	Maintains repeating task occurrences.
FSM Case and CRM Task Status Automation	Uses actual completion and processing requests for Task and Case status changes.
FSM Service Time Tracking	Uses linked activities, assignment, team, Task Type, and time requests for time bills.
FSM Consumable Processing	Uses case-associated CRM tasks and native completion status for related item usage.
FSM Service Reports and Notifications	Uses saved task data and notification requests for reports and emails.
FSM Mobile Duplicate Creation Protection	Uses technical creation identity to protect supported saves in FSM Mobile.

Record Constraints and Data Requirements

A CRM task doesn't always require a case, project, or asset relationship. Requirements depend on the form, configuration, and capability using the task. Visibility on the Schedule Board and access in FSM Mobile also depend on searches and configuration. Assigning a technician alone doesn't guarantee either outcome.

FSM permits unassigned CRM tasks where its form controls are active. Assignment is required before capabilities needing a technician can use the task. The primary assignee and additional team are separate relationships, not project task resource assignments.

The Field Service schedule represents local dates and clock times with a service time zone. During CRM task date and time conversion, Field Service Start Time must be earlier than Field Service End Time when both fields have values. A later Field Service End Date doesn't bypass this check. See FSM Service Time Zone Sourcing and Synchronization for the complete conversion limits.

Additional Information

• FSM Service Scheduling and Assignment
• FSM Service Time Tracking
• FSM Related Service Work

Related Topics

• FSM Records
• FSM Asset Record
• FSM Case Record
• FSM Employee Record
• FSM Time Bill Record

General Notices