1. Field Service Management
  2. FSM Configuration
  3. FSM Configuration Reference
  4. FSM Record Model Configuration
  5. FSM Case Model Reference

FSM Case Model Reference

Note:

This reference is intended for administrators and developers who work with Case model mappings, defaults, and behavior.

The Case model represents supportcase. It provides Case defaults, automatic naming, company and Asset sourcing, and the project-closing option.

Standard default structure (JSON fragment):

          {
  "models/case": {
    "prototype": {
      "record": "supportcase",
      "map": {
        "name": "title",
        "autoname": "formulatext:substr({custevent_nx_case_type}||' '||{casenumber}||' '||{custevent_nx_case_asset}, 1, 80)",
        "company": "company.internalid|company",
        "project": "formulatext:nvl2(nullif({company.internalid}, {custevent_nx_customer.internalid}), {company.internalid}, '')|",
        "contact": "contact",
        "email": "email",
        "phone": "formulatext:''|phone",
        "details": "custevent_nx_case_details",
        "number": "casenumber",
        "start": "startdate",
        "end": "enddate",
        "startdatetz": "custevent_nx_start_date",
        "starttimetz": "custevent_nx_start_time",
        "enddatetz": "custevent_nx_end_date",
        "endtimetz": "custevent_nx_end_time",
        "timezone": "custevent_nx_time_zone",
        "assigned": "assigned",
        "stage": "stage",
        "status": "status",
        "updatestatus": "custevent_nx_status_update",
        "updateunbilled": "custevent_nx_unbilled_update",
        "customer": "custevent_nx_customer",
        "asset": "custevent_nx_case_asset",
        "transaction": "custevent_nx_case_transaction",
        "type": "custevent_nx_case_type",
        "purchaseorder": "custevent_nx_case_purchaseorder",
        "recurrence": "custevent_nx_recurrence",
        "propagate": "custevent_nx_recurrence_propagate[boolean]",
        "recurrencedata": "custevent_nx_recurrence_data[json]",
        "id": "internalid"
      },
      "defaults": {
        "starttimetz": 32400000
      },
      "autoclose": true
    }
  }
}

The native start-date and start-time formula mappings vary by account and are omitted from this fragment. The prototype.map.subsidiary mapping is "subsidiary" when Subsidiaries is enabled. The time default is shown in milliseconds before conversion to the account's display format.

The following table describes the Case model's automatic naming, start-time default, and project-closing setting.

Property

Purpose

Standard Default

Effect and Dependencies

prototype.map.autoname

Defines the generated Case title.

Formula combining Case type, Case number, and Asset. Limited to 80 characters.

A populated result replaces a different title when an FSM Case type is present. Set "" to stop model automatic naming.

prototype.defaults.starttimetz

Defines the default FSM start time for a Case.

32400000 milliseconds from midnight before export: 09:00.

Supplies the Case start time. FSM converts this value to the account's time display format. Default application also occurs on Activity initialization and validation when a type or Asset is present.

prototype.autoclose

Controls whether closing an eligible Case can automatically close its Project.

true

Permits closing the linked project after a case with an FSM case type closes. The conditions described in this entry still apply. false prevents that automatic project-closing branch.

Standard relationship mappings include company: "company.internalid|company", customer: "custevent_nx_customer", asset: "custevent_nx_case_asset", transaction: "custevent_nx_case_transaction", and type: "custevent_nx_case_type". Other useful mappings include name: "title", number: "casenumber", details: "custevent_nx_case_details", contact: "contact", and email: "email". The phone mapping has a blank search result and a write destination of phone, because the Case phone is not searchable through that mapping.

The standard maps FSM start and end date/time fields separately from native Case start/end fields. It also maps status-update, unbilled-update, and recurrence data used by their processing. Preserve those distinctions. For recurrence settings, see Configuring FSM Case and Task Recurrence. For status rules, see Configuring FSM Case and CRM Task Status Automation.

Automatic project closing requires an FSM Case type, a closed Case stage, and a Company that is a project. The closing branch applies when all of the following conditions are met:

It sets the project's closed status and end date. Further programmed work follows program processing instead. Changing autoclose doesn't turn off that separate program branch.

This fragment prevents eligible Case closure from automatically closing its project:

          {
  "models/case": {
    "prototype": {
      "autoclose": false
    }
  }
}

The model also supports the Case invoice action and service report actions. Their action eligibility and results belong in the respective features. For invoice-specific configuration, see FSM Invoice Model Reference. For report settings, see FSM Service Report Configuration.

Additional Information

Related Topics

General Notices