FSM Service Work Flows

In Field Service Management (FSM), a service request is stored as a standard NetSuite case record. Each visit is stored as a standard NetSuite task record, referred to here as a customer relationship management (CRM) task.

A project can provide wider service context. A CRM task linked to a project remains separate from a NetSuite project task.

Choose a flow according to where the work starts and how its cases and tasks should be created.

The following table matches common service work scenarios to typical tasks. Follow the linked procedures in the listed order, subject to the stated conditions.

Scenario	Procedure Path
A new service request needs visits	Create and save the service case. See Creating a Case in NetSuite. Review any automatically generated tasks first. For manual visits, add CRM tasks to the saved case. See Adding CRM Tasks to a Case in NetSuite.
A service administrator or dispatcher needs to add visits in NetSuite	Open the existing case, add the required visit rows, and save the case. See Adding CRM Tasks to a Case in NetSuite.
A technician needs to add a follow-up visit in Mobile	Open the current task in FSM Mobile, add the follow-up visit on its Task tab, and save. See Creating a Follow-Up CRM Task in FSM Mobile. Allow synchronization to create the CRM task on the same case.
Proposed or sold work must become a service request	Prepare the sales order, converting an accepted estimate if applicable. Open a case form from the saved order. See Opening a Case from a Sales Order. Complete and save the case. See Creating a Case in NetSuite. Review generated visits and add manual visits if needed. See Adding CRM Tasks to a Case in NetSuite.
The Project must exist before one service occurrence	Start with a saved project that has the required type, dates, and complete one-occurrence Program plan. Generate the case from the project. See Generating Cases from a Project Program. Review generated visits. For missing visits, request Case Program generation or add manual visits. See Generating CRM Tasks for a Case with Program and Adding CRM Tasks to a Case in NetSuite.
A Project defines a repeated service obligation	Review the project dates and configured Program plan, then request generation of eligible cases. See Generating Cases from a Project Program. Review each case's visits. For missing visits, request Case Program generation. See Generating CRM Tasks for a Case with Program.
Users need a Case series with a calendar pattern	Create and save the primary case if needed. See Creating a Case in NetSuite. Define recurrence on that case and save. See Creating a Recurrence Series. Review generated cases and visits. For missing visits, request Case Program generation. See Generating CRM Tasks for a Case with Program.
Users need a repeating visit without a new Case per occurrence	Start with the intended saved CRM task, then define recurrence and save the task. See Creating a Recurrence Series. Review the later CRM task occurrences and any required case relationships.
Email, a script, an API, or another automation initiates work grouped under a Project	Configure the intake to identify or create the project, then create the linked case and CRM tasks. Choose one creation mechanism for each record stage. See Automated Intake Record Sequence.
A technician initiates a new request in Mobile	Open Add New Task from the FSM Mobile menu. Choose the project context, complete the case and visit details, and save the entry. See Creating a Case and CRM Task in FSM Mobile. Allow synchronization to create the linked records.

Scenario

Procedure Path

A new service request needs visits

Create and save the service case. See Creating a Case in NetSuite.
Review any automatically generated tasks first. For manual visits, add CRM tasks to the saved case. See Adding CRM Tasks to a Case in NetSuite.

A service administrator or dispatcher needs to add visits in NetSuite

Open the existing case, add the required visit rows, and save the case. See Adding CRM Tasks to a Case in NetSuite.

A technician needs to add a follow-up visit in Mobile

Open the current task in FSM Mobile, add the follow-up visit on its Task tab, and save. See Creating a Follow-Up CRM Task in FSM Mobile. Allow synchronization to create the CRM task on the same case.

Proposed or sold work must become a service request

Prepare the sales order, converting an accepted estimate if applicable.
Open a case form from the saved order. See Opening a Case from a Sales Order.
Complete and save the case. See Creating a Case in NetSuite.
Review generated visits and add manual visits if needed. See Adding CRM Tasks to a Case in NetSuite.

The Project must exist before one service occurrence

Start with a saved project that has the required type, dates, and complete one-occurrence Program plan.
Generate the case from the project. See Generating Cases from a Project Program.
Review generated visits. For missing visits, request Case Program generation or add manual visits. See Generating CRM Tasks for a Case with Program and Adding CRM Tasks to a Case in NetSuite.

A Project defines a repeated service obligation

Review the project dates and configured Program plan, then request generation of eligible cases. See Generating Cases from a Project Program.
Review each case's visits. For missing visits, request Case Program generation. See Generating CRM Tasks for a Case with Program.

Users need a Case series with a calendar pattern

Create and save the primary case if needed. See Creating a Case in NetSuite.
Define recurrence on that case and save. See Creating a Recurrence Series.
Review generated cases and visits. For missing visits, request Case Program generation. See Generating CRM Tasks for a Case with Program.

Users need a repeating visit without a new Case per occurrence

Start with the intended saved CRM task, then define recurrence and save the task. See Creating a Recurrence Series. Review the later CRM task occurrences and any required case relationships.

Email, a script, an API, or another automation initiates work grouped under a Project

Configure the intake to identify or create the project, then create the linked case and CRM tasks. Choose one creation mechanism for each record stage. See Automated Intake Record Sequence.

A technician initiates a new request in Mobile

Open Add New Task from the FSM Mobile menu. Choose the project context, complete the case and visit details, and save the entry. See Creating a Case and CRM Task in FSM Mobile. Allow synchronization to create the linked records.

For manual project-first entry, start with an existing project and follow the case-entry path, selecting that project on the case. An existing project does not require Program generation.

Project Program and case recurrence can both create cases. Keep one creation mechanism for each service obligation. Distinct case types can separate case generation and still allow Case Program rules to create visits.

Creation, assignment, scheduling, performing work in FSM Mobile, and billing are separate stages. A saved request, staged row, calculated Program row, local entry, or processing banner does not establish every saved record relationship.

FSM Service Work Flows

Additional Information

Related Topics