1. Field Service Management
  2. FSM Configuration
  3. FSM Configuration Reference
  4. Configuring FSM Service Reports and Notifications

Configuring FSM Service Reports and Notifications

Configure Field Service Management (FSM) report templates, notification definitions, and the actions that request reports and notifications. The Service Report and Notification references describe these settings in detail. For information about capabilities and processing behavior, see FSM Service Reports and Notifications.

This topic includes the following sections:

Properties and Defaults

The following table lists report and notification settings, their locations, accepted values, defaults, and effects.

Property or Setting

Location

Accepted Value

Default

Effect

hidden

views/case/servicereport, views/task/servicereport, views/projecttask/servicereport

Boolean value

false

Controls the manual button and the confirmation to send a report. Empty send text means preview only.

notification

Definition name

"servicereport"

send

Confirmation text

Translated confirmation

delay

Nonnegative delay in milliseconds

1000

caseRules, taskRules, projectTaskRules

notification

First-match rule arrays

[]

Controls automatic requests for each record type. Standard definitions alone do not enable automatic sending.

Named email definition

notification.caseEmail, notification.taskEmail, notification.projectTaskEmail

Definition object

Each includes servicereport.

Controls the author, recipients, body, and attachments.

contents.template

Each servicereport.attachments.servicereport definition

File Cabinet XML template path

templates/casereport.xml, templates/taskreport.xml, templates/projecttaskreport.xml

Selects the PDF layout.

type

Each service-report PDF definition

"pdf"

"pdf"

Uses NetSuite PDF conversion after FreeMarker renders the XML.

Search result format

Report contents searches

An objectify Boolean value and compatible maps

Standard transaction searches use false. Image searches omit objectify.

Controls whether searches return native search-result objects or mapped values. The format must match the template.

emailSentRange

notification

Integer number of days

30

Checks for a message record with the same request identifier within the specified number of days. Separate requests can send separate emails for the same service record.

Default JSON

The following JSON fragment shows the standard defaults for the included properties. Other properties remain inherited.

            {
  "notification": {
    "caseRules": [],
    "taskRules": [],
    "projectTaskRules": [],
    "emailSentRange": 30
  },
  "views/case/servicereport": {
    "hidden": false,
    "notification": "servicereport",
    "delay": 1000
  },
  "views/task/servicereport": {
    "hidden": false,
    "notification": "servicereport",
    "delay": 1000
  },
  "views/projecttask/servicereport": {
    "hidden": false,
    "notification": "servicereport",
    "delay": 1000
  }
}

Changing the Report Template and Sending Choice

Merge the customization fragments into your existing FSM configuration. For configuration merging, activation, JSON validation, and Preview, see FSM Configuration.

To use a custom report template for a CRM task, set contents.template as shown in this example. Retain the standard data definition:

            {
  "notification": {
    "taskEmail": {
      "servicereport": {
        "attachments": {
          "servicereport": {
            "contents": {
              "template": "Templates/Custom/task-service-report.xml"
            }
          }
        }
      }
    }
  }
}
Note:

The template path in this example is a placeholder. Replace it with the path to a template that you can access.

For FreeMarker data names, image layout, branding, and public authoring references, see FSM Service Report Configuration. The reference also covers objectify, mapped field names, and XML requirements for Big Faceless Organization (BFO) Report Generator. A mapped search alias and a native search-column reference are not interchangeable.

To preview a CRM task report without requesting an email message, set send to an empty string:

            {
  "views/task/servicereport": {
    "send": ""
  }
}

To request service reports automatically for CRM tasks, configure taskRules as shown in this example:

            {
  "notification": {
    "taskRules": [
      {
        "task": true,
        "status": "COMPLETE",
        "emails": [
          "servicereport"
        ]
      }
    ]
  }
}

This example replaces the CRM task rule array. Retain any other rules in the intended order. The first matching rule determines which email definitions are requested. The COMPLETE value is the stored status for a CRM task, not a translated label. For information about addressing, email body templates, rule inputs, attachments, and duplicate checks, see FSM Notification Configuration.

Dependencies and Customization Limits

FreeMarker renders the XML report template. NetSuite then converts the rendered XML to PDF through its BFO-based conversion process. Arbitrary HTML cannot replace a valid PDF XML layout.

Project task notification processing requires NetSuite Project Management.

Preview renders the selected email definition and requires its email body template, even for a button configured for preview only. Sending also requires valid addressing and permissions for the execution role.

Important:

Preview and queued email generation use separate evaluations of saved data and current configuration. Changing a template or definition when work is pending can change the output sent by email. Hiding a button or clearing automatic rules does not cancel requests already queued.

When Changes Apply

Button settings apply when a form loads. Automatic rules apply on later qualifying record submissions. During background sending, FSM resolves the current email and report definitions. Existing message records and sent attachments remain unchanged.

Related Topics

General Notices