Creating a Case and CRM Task in FSM Mobile
Use the FSM Mobile menu's Add New Task action when a technician initiates a separate service request. Successful processing creates a case and a CRM task linked to it. The action reuses an existing project or creates a project before the case.
For another visit to an existing case, use Creating a Follow-Up CRM Task in FSM Mobile.
For field definitions and record relationships, see FSM Project Record, FSM Case Record, and FSM CRM Task Record.
Before You Begin
Your administrator must enable the menu action, which is disabled in the standard configuration. You need access to the required service data and records. The final record checks require access to the saved records in NetSuite.
The standard creation form requires an existing project or a project-type creation choice. Standard project-creation choices exclude types explicitly referenced by Project-to-Case Program rules.
To create a case and CRM task in FSM Mobile:
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In FSM Mobile, open the menu and tap Add New Task.
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Select the asset for the service request.
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In Project, select an existing project or the creation choice for the required project type.
Selecting a project reuses its saved record. A creation choice requests a project as part of the later save sequence.
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Review the customer and enter the service details required by the form.
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In Case, select the case type for the service request. This selector supplies the type for a case to be created, rather than selecting an existing case.
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Select the task type and complete the visit's required date, time, and work details. For a timed task, the end time must be later than the start time.
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Tap Save.
After Saving the Entry
Allow synchronization to complete.
Processing reuses or creates the project, then creates the case, then creates the linked CRM task through successive saves. If no assignment is supplied, the standard action assigns the task to the technician signed in to FSM Mobile.
Review the returned saved task. Confirm the NetSuite CRM task's Support Case, its Company relationship, and the case's intended project relationship. If a project was requested, confirm that the project record exists.
A local entry alone does not confirm that every NetSuite record was created. A later failure can leave an earlier project or case saved. Check those records before repeating the creation action.
For the scope of duplicate protection for repeated synchronization requests, see FSM Mobile Duplicate Creation Protection.