Changing FSM CRM Task Status Back

Field Service Management (FSM) uses retained timestamps when it updates a customer relationship management (CRM) task after a status reversal. For the feature overview, see FSM Case and CRM Task Status Automation. For normal task progression, see FSM CRM Task Start and Complete Flows.

Changing a task's Status alone leaves its actual start and end timestamps in place. Those values still drive the FSM Mobile display and subsequent status updates. When restarting a task, the retained timestamps must match the intended state.

The following table describes timestamp changes and the effects of retained values.

Intended Task Status	Timestamp Changes	Retained Timestamp Effects
In Progress after completion	Clear Field Service End. Retain Field Service Start if the task should remain started.	Status processing sets an In Progress task back to Completed when its end timestamp is populated and Field Service Log Activity Time is cleared.
Not Started	Clear both Field Service Start and Field Service End.	A later FSM Mobile synchronization that submits a retained start timestamp can change a Not Started task to In Progress. FSM evaluates a retained end timestamp first. That timestamp can instead complete a task that does not qualify for Track Service Time.

Intended Task Status

Timestamp Changes

Retained Timestamp Effects

In Progress after completion

Clear Field Service End. Retain Field Service Start if the task should remain started.

Status processing sets an In Progress task back to Completed when its end timestamp is populated and Field Service Log Activity Time is cleared.

Not Started

Clear both Field Service Start and Field Service End.

A later FSM Mobile synchronization that submits a retained start timestamp can change a Not Started task to In Progress. FSM evaluates a retained end timestamp first. That timestamp can instead complete a task that does not qualify for Track Service Time.

If the Field Service Log Activity Time box is still checked, the task can remain In Progress until time processing clears it. With a retained end timestamp, it then qualifies for completion again. See Task Completion Eligibility for the full scheduled check.

The changes occur when the relevant synchronization or scheduled processing runs. The scheduled status processor does not change a Not Started task to In Progress solely because its Field Service Start field is populated. That start transition occurs in the FSM Mobile synchronization path.

Clearing task timestamps does not reverse existing time records or earlier case updates. The related case remains subject to Case Status Rules. Verify the task's timestamps and NetSuite status after synchronization and outstanding processing.

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