Creating a Case in NetSuite
Create a case to record a service request, such as a reported fault, installation, or one-time maintenance. FSM uses the standard NetSuite case record with added Field Service fields.
This procedure saves the case and any project-creation request. Use Adding CRM Tasks to a Case in NetSuite for manual visit entry after the case is saved.
For field definitions and record relationships, see FSM Case Record and FSM Project Record.
Before You Begin
For case entry from a sales order, see Opening a Case from a Sales Order. If the case form is already open, skip step 1.
You need access to the customer, asset, case, and any selected project. The Project selector requires a visible asset field and values for the native case start date and time.
On the supplied FSM form, Project represents the native Company relationship and can identify a customer or project. Selecting an existing project reuses that record. A project-creation choice submits a separate request when the case is saved.
To create a case in NetSuite:
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Go to Field Service > Cases > Cases > New.
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On the case form, enter Name and Field Service Case Details.
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Select Field Service Case Type for the service request. This FSM classification is separate from the native support Type.
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Select Customer and Asset.
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Enter Field Service Start Date and Field Service Start Time, and review Field Service Time Zone.
Use the Field Service start fields for service dates and times. FSM synchronizes native start values when the applicable case type and time-zone conditions are met.
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If the request needs project context, select the appropriate choice in Project:
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Select an existing project for established service work.
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Select the creation choice for the required project type if a separate project is needed and that choice is available.
A project-creation choice does not immediately create a project record. The case uses the customer as Company until FSM creates and links the project.
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Review Customer, Asset, and Contact after selecting the project. Complete the other fields required by the form, including Status, Email(s), and Assigned.
For information about selection filtering and values supplied by related records, see FSM Customer and Asset Selection.
Assigned identifies the employee responsible for the case. Case assignment does not establish the assignment of every child CRM task.
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If the case was opened from a sales order, verify that Field Service Transaction still identifies that order.
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Click Save.
After Saving the Case
NetSuite creates the case record. If a project was requested, FSM creates it in the background and separately updates the saved case's Company relationship.
Reopen the saved case to confirm its Case Number, customer, asset, and Company relationship. If a project was requested, confirm both the saved project and the case's link to it.
If the case was opened from a sales order, reopen that order after related processing. Confirm Field Service Case identifies the saved case and the order's project relationship identifies the intended project.
With Project Management, the order uses its native Project field. Without that feature, its native Customer field can identify the project. Review customer and address values after the project change.
The case save and order update are separate writes. A later project link on the case can request another order update.
For details about project creation and separate task and transaction updates, see Related Service Work in NetSuite.
Applicable Case Program rules can request CRM tasks when a case is created. Review the saved tasks before adding manual visits for the same work. If tasks that require project data are still missing after project linking, use Generating CRM Tasks for a Case with Program.
For information about task-generation rules that depend on a linked project, see FSM Program.