Adding CRM Tasks to a Case in NetSuite
Add CRM tasks when a saved case needs service visits. Each successfully processed entry creates a separate standard NetSuite task record linked to the existing case.
Use this procedure after creating a case, for additional visits to an existing request, or for manual tasks on a Program-generated case.
For field definitions and record relationships, see FSM Case Record and FSM CRM Task Record.
Before You Begin
The case must be saved, and you need access to edit it and use its FSM Add Tasks controls. Its customer, asset, Company relationship, service start, and time zone must satisfy the action's requirements.
Review existing tasks before preparing more entries. Add Tasks is a staging list and does not list or edit the CRM tasks already saved for the case.
To add CRM tasks to a case:
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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 the customer, asset, Company relationship, and Field Service Time Zone to confirm the intended service request.
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On the Field Service subtab, open Add Tasks.
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In Type, select the Field Service task type and enter the visit date.
For one visit, leave the end date empty. For daily visits, enter the last date in the range. The range includes both boundary dates and weekends.
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Enter Start and End times in the case's service time zone. The end time must be later than the start time.
For information about service time zones and NetSuite date and time conversion, see FSM Service Time Zone Sourcing and Synchronization.
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(Optional) Select Skills and Assigned. Skill filtering does not check availability or scheduling conflicts. Leaving Assigned empty creates unassigned work, regardless of the case's assignment.
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(Optional) Enter Message and check Confirmed Booking if applicable.
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Click Add and review the rows in the Tasks list. Adjust the rows or repeat the entry actions for further visits.
Clicking Add stages entries without creating NetSuite CRM task records. Remove All clears staged entries without deleting saved CRM tasks.
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Click Save.
After Saving the Case
Saving updates the existing case and submits the staged rows for background creation. Each task receives the case relationship and time zone. Creation reads the case's Company relationship when processing runs.
For details about staged task rows, creation defaults, and background results, see Related Service Work in NetSuite.
After processing, open the resulting CRM tasks. Confirm that Support Case identifies the original case, then review the task count, types, schedule, assignments, and Company relationships.
If a batch fails partway through processing, tasks created before the failure remain saved. Check the saved records before repeating creation.