FSM Contact Record

A contact identifies a person associated with a service customer or project. Field Service Management (FSM) uses the standard NetSuite contact record to select contacts, associate contacts with projects, and source case contacts. FSM also uses the record to display contact details in FSM Mobile.

The contact holds the person's identity and communication details. Associating an existing contact with a project links the existing record to the project without creating another person record. The association doesn't copy the contact's email and phone values into the project.

Record Information

Use the record and field IDs to distinguish the underlying data from labels on an account's forms.

Property	Value
Record type	Standard NetSuite
Record name	Contact
Record and search type ID	contact
Record identity	Internal ID (internalid)
Display identity	Contact Name (entityid), displayed as Name in the standard FSM Mobile Contacts resource
FSM model	models/contact
Standard FSM Mobile resource	contact, labeled Contacts

The record type ID, model path, and FSM Mobile resource ID serve different purposes, although each includes contact. For native scripting information, see Contact. For native fields and search joins, see the NetSuite Contact Records Browser.

Forms

Contacts use the Standard Contact Form or a custom contact entry form created in the account. FSM doesn't supply a dedicated contact form. The selected form controls the fields, labels, and requirements presented in NetSuite. See Creating a Contact.

NetSuite preferred-form settings affect form selection. If a custom entry form provides the Store Form with Record box, checking the box stores the form reference with records created using that form. NetSuite uses the stored form when you view or edit those records. Available options vary by entry-form type. See Custom Entry Form Properties. Form selection doesn't change a contact field's ID or grant access to the record.

The standard FSM Mobile Contacts resource uses explicitly defined, read-only elements. It doesn't generate its fields from the contact's NetSuite form. Changing that form therefore doesn't automatically change the standard Contacts display. For information about shared form loading and element overrides, see FSM Mobile Resource Properties Reference.

Related service forms present contact references separately. The supplied FSM Case form (custform_nx_case) and CRM Task form (custform_nx_task) display the Contact field without requiring a value. The supplied Project form (custform_nx_project) includes the Contacts sublist and Update Contacts. The Contact selector shown only during project creation is a scripted page control, not a separate contact entry form. For the selector's form conditions, see Contact Selection for Projects.

Record Relationships

Contact associations and references are held in different places. Native contact attachments are relationships, rather than FSM custom fields on the contact.

Related record	Relationship and field ID	Purpose
Company or customer	The contact's native Company (company) identifies its associated company. Customer records also have native contact associations, available through the customer join in contact searches.	Associates the person with the company and supplies customer contacts for FSM selection and project attachment.
Project	Native contact attachments associate existing contacts with the project (job). Contact searches use the job join. The project's primary contact is read through contactprimary.internalid.	Makes contacts available in the project context. A project can have several contacts, and an existing contact can be attached to more than one project.
Case	The case stores its native Contact reference in contact.	Identifies the person for the case independently of its Customer, Email, Phone, and sign-off name. Several cases can reference the same contact.
CRM task	The CRM task stores its native Contact reference in contact.	Identifies a contact for the visit. FSM Mobile event mapping can also obtain contact information from related records.
Transaction	FSM reads the transaction's native primary-contact relationship through contactprimary.internalid.	Supplies a potential contact source for a related case. The join is a search reference, not an FSM custom field.

Don't treat a company's contact associations and a contact's Company field as equivalent lists of all contact associations. See Associating a Contact with a Record for native association and role maintenance.

Primary-Contact Roles

A primary-contact role identifies a contact's role in a particular entity relationship. It is separate from the contact's name, email, and phone. FSM uses the native Primary Contact role ID -10 when attaching the contact selected during creation of a typed project.

Useful identifiers differ by surface: the contact record has contactrole, contact searches expose role, and a customer search can use the joined value contact.role. Primary-contact joins such as contactprimary.email and contactprimary.phone read the linked contact's details. They are not separate stored email and phone fields on the project.

For selection, attachment, and case sourcing rules, see FSM Contact Sourcing and Synchronization. An account-specific custom link to a contact doesn't automatically add it to FSM inheritance, FSM Mobile resources, history, reports, or synchronization.

FSM Fields

The following table lists native contact fields used by FSM. Labels can vary by form, so use the field IDs to identify the data.

Field	Field ID	Purpose	Important Values or Behavior
Contact Name (Name in FSM Mobile)	entityid	Display name used in contact choices and FSM Mobile details.	Separate from the internal ID. NetSuite can construct the display name from the name components.
First, Middle, and Last Name	firstname, middlename, lastname	Native components of the person's name.	FSM's standard contact display reads entityid, rather than combining these fields itself.
Company	company	Native associated-company reference.	Native attachments can provide other entity associations. See Record relationships.
Email	email	Contact's email address.	Supplies communication details and addresses for applicable notifications. The value is separate from the case's or customer's Email field.
Phone	phone	Contact's primary phone number used by FSM.	Separate from Mobile Phone and other native phone fields.
Mobile Phone (Mobile in FSM Mobile)	mobilephone	Contact's mobile number.	Mapped as mobile in the contact model and FSM Mobile Contacts resource.
Image	image	Image associated with the contact.	The standard FSM Mobile Contact article includes an image mapping.
Inactive	isinactive	Native inactive state.	The standard project creation selector excludes inactive contacts. Background attachment uses a separate filter. See the Contact Feature and Configuration topics.
Private	isprivate	Native private-contact setting.	NetSuite limits a private contact to its creator. Native access restrictions apply when you make contacts available to other people.
Contact Role	contactrole on the record; role in contact searches	Native role information used with entity associations.	Primary Contact is a relationship role, not a universal contact-level processing or completion flag.

Related Fields and Processing Indicators

The following table lists fields stored on related records or shown on the project page. These fields are separate from the contact record's own data.

Field	Stored on	Field ID	Meaning and significant update sources
Field Service Customer	Project	custentity_nx_customer	Identifies the customer whose matching contacts can be attached to the project.
Field Service Project Type	Project	custentity_nx_project_type	Classifies the project for applicable FSM behavior, including contact attachment.
Field Service Update Contacts (also labeled Update Contacts)	Project	custentity_nx_contact_update	Requests a check for missing associations between matching customer contacts and the project.
Contact creation selector	Project creation page	custpage_nx_contact	Temporary scripted page field used to select a contact. It is not a stored custom field on the contact.

The field definition leaves the box clear by default. During applicable initialization or type changes, the standard model for typed projects supplies a checked default. Background processing clears the box when no matching contact associations remain to be added.

Update Contacts indicates requested work, not a running script. Clearing it doesn't prove that every customer contact was attached. The contact data covered in this topic has no FSM contact-update flag or dedicated Field Service Error link. For attachment selection, pending work, and error consequences, see FSM Contact Sourcing and Synchronization.

Contact and Sign-Off Information

These values can describe different people or communication destinations.

Data	Location and identifier	Meaning
Selected contact	Case or CRM task contact	Reference to an existing contact record.
Case communication details	Case email and phone	Sourcing can populate the case's email and phone values. Populated values alone don't identify a contact record.
Customer fallback details	Customer email, phone, and mobilephone	Company or individual customer details, rather than necessarily a separate contact's details.
Customer sign-off name	Case, CRM task, or project task custevent_nx_customer_name	Text naming the person recorded in sign-off data. It doesn't create or attach a contact.
Customer signature	Case, CRM task, or project task custevent_nx_customer_signature	Separate signature data, not a contact reference.
Notification recipient	Address resolved by the configured notification definition	Can be resolved from a case, primary contact, customer, or another configured source. Selecting a contact doesn't establish that an email was sent or delivered.

The standard FSM Mobile Contacts resource can display customer details when the event's mapped contact value is zero. That fallback doesn't create a contact and is not triggered merely because a contact lookup returns no record. See the Contact Feature for the display rules, and FSM Service Reports and Notifications for addressing and message associations.

Creation and Update Sources

Contact maintenance, attachment, sourcing, and display are separate operations.

Source	Effect on the record or relationship
Native NetSuite contact entry and supported imports or integrations	Create or update the contact and its details under native record, access, and account validation rules.
Native entity contact association and role maintenance	Attach an existing contact to an entity or update its role without creating another contact.
FSM project creation	Can attach the selected existing contact as the new typed project's primary contact.
Project creation from a case or FSM Mobile action	Supplies the existing selected contact to the new project context. Creating related service work doesn't create another contact.
FSM project contact synchronization	Attaches missing matching customer contacts to the project. It preserves existing links and doesn't copy email and phone values.
FSM case contact sourcing	Reads related records and updates the case's Contact, Email, or Phone values. It is not a general maintenance operation for the contact record.
Task creation from the FSM Mobile menu, when enabled	Selects an existing contact and supplies its ID to the new case and CRM task. This selection doesn't create a contact.
Standard FSM Mobile Contacts resource	Reads contact or customer details for display. The resource doesn't offer contact creation, editing, or deletion.

For source precedence and triggers, see FSM Contact Sourcing and Synchronization. For filters, the project selector, and FSM Mobile resource availability, see Configuring FSM Contact Sourcing and Synchronization.

Used by FSM Features

The following table describes how FSM features use contact data.

Feature	How the record is used
FSM Contact Sourcing and Synchronization	Provides existing contacts for project selection and attachment, case sourcing, and read-only FSM Mobile contact display.
FSM Related Service Work	Uses selected contact identity in the FSM Mobile menu action that creates a case and CRM task.
FSM Service Reports and Notifications	Uses applicable contact details for addressing and can associate a sent message with a contact. The selected notification definition determines the sources.

Record Constraints and Data Requirements

The native Contact Name (entityid) is required. Other native requirements depend on enabled NetSuite features and the form or entry method. For example, OneWorld contact entry includes Subsidiary. An account form or integration can impose additional requirements. The FSM contact model supplies no additional explicit contact defaults.

An existing contact and the relevant customer or project association are needed for selection and attachment paths that use those relationships. This doesn't make a customer or project required on every native contact record.

For the enabled creation action in the FSM Mobile menu, the standard Contact control is required if the contact search returns choices. If no choices are available, the control is disabled. These rules apply to the creation control rather than every contact record or CRM task. Elsewhere, contact availability depends on the applicable search, configuration, and native access controls.

Additional Information

• FSM Contact Sourcing and Synchronization
• FSM Project Contact Selection and Attachment
• FSM Notification Addressing and Attachments

Related Topics

• FSM Records
• FSM Case Record
• FSM CRM Task Record
• FSM Customer Record
• FSM Project Record

General Notices