FSM Case and CRM Task Status Processing
Field Service Management (FSM) completes eligible customer relationship management (CRM) tasks and evaluates case status requests through scheduled processing. This topic describes request flags, completion conditions, processing results, and errors. For the feature overview, see FSM Case and CRM Task Status Automation.
The Update Status (custevent_nx_status_update) box requests status processing. Saving a case with this box checked schedules the Field Service Scheduled : Status (customdeploy_nx_status) deployment to process the request. A checked box indicates requested work. It does not prove that a script is currently running.
When you save a status change on a task with a Task Type value, FSM checks its Update Status box to request processing. During processing, FSM marks the related case for a status update and clears the task's Update Status box.
When time processing clears the task's Field Service Log Activity Time box, FSM schedules status processing.
FSM processes a case's status request when the case has a Case Type (custevent_nx_case_type) value and the Update Status box is checked. It evaluates the related tasks against the configured opening and closing rules. When FSM submits the case update, it clears the case's Update Status box, even when no rule changes the status.
Task Completion Eligibility
Scheduled status processing sets a task to Completed when all of the following conditions apply:
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Its status is In Progress.
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Its Field Service End field contains a completion timestamp.
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Its Field Service Log Activity Time box is cleared.
This check does not require Track Service Time to be enabled or a Service Time Item to be present. It also explains why a task with a retained end timestamp can return to Completed after a status reversal.
Recognizing Processing Results
Check the affected records as well as the script execution. A completed execution does not by itself establish that every requested action succeeded.
The following table lists observable evidence for each processing result.
|
Processing Result |
Observable Evidence |
|---|---|
|
CRM task start |
Field Service Start contains the captured date and time. After synchronization, a previously Not Started task has a NetSuite status of In Progress. |
|
CRM task completion |
The NetSuite task status is Completed. A populated end timestamp alone does not prove this result. |
|
Task status-request processing |
The task's Update Status box is cleared. Check the related case separately. Clearing the task's request does not prove that the case status changed. |
|
Case status-request processing |
The case's Update Status box is cleared. Check its status and, when a closing rule applies, its Field Service End Date and Field Service End Time. A cleared request can also mean that no configured rule changed the status. |
Use execution monitoring and logs for the status deployment to distinguish requested work from a running execution. For shared monitoring and deployment information, see FSM Script Reference.
Errors and Outstanding Work
Errors can delay NetSuite task completion and related case updates beyond the normal FSM CRM Task Start and Complete Flows. When completion requires time processing, an error can leave Field Service Log Activity Time checked and postpone the task's eligibility for Completed status.
Status processing checks for an active, unrecovered error matching the deployment and the individual action. If the action is not eligible for retry, FSM skips it. A skipped action can leave a task In Progress or prevent a case status request from being set or cleared. It can also prevent updates to the case status and end fields.
Other eligible actions can still run. The task and case updates are separate actions, so some results can occur even when another action remains blocked. If all remaining actions are blocked by errors, processing can stop with outstanding work.
Some task actions become eligible for retry only after a delay and only for particular errors. A retry requires a later status execution. Elapsed time does not guarantee that an execution will run or that the action will succeed. Case actions do not share that delayed-retry eligibility. See Field Service Error Record for error information and state meanings, and FSM Script Reference for shared execution and retry behavior.