FSM Automatic Notification Eligibility
Field Service Management (FSM) can queue notifications when monitored service-record values change. For manual report actions and shared prerequisites, see FSM Service Reports and Notifications.
The standard automatic notification rule lists are empty. Having a service-report definition or completing service work does not itself enable automatic sending.
FSM assesses configured rules during supported record creation, copying, editing, and inline editing when a monitored value changes.
The following table lists monitored changes and available rule context.
|
Record |
Monitored Changes |
Rule Context |
|---|---|---|
|
Case |
FSM Case Type, status, or stage. |
Case Type, status, stage, and related Project Type. |
|
CRM task |
FSM Task Type or status. |
Task Type, status, linked Case Type, and related Project Type. |
|
Project task |
FSM Task Type or status. |
Task Type, status, and related Project Type. |
Rules test the resulting values. FSM uses the first matching rule and requests the email definitions named by that rule. Later matching rules do not add their emails. A first matching rule that requests no emails also prevents later rules from supplying those emails.
Changing an unrelated field does not by itself cause reassessment. Changing a related case or project alone does not reassess every linked task. Automatic rules can target states other than completion. The native report-button conditions do not apply to automatic rules.
A rule that requires Completed status can request more than one completion notification. For example, a Task Type change on an already completed task can cause another assessment and another matching request. Manual report requests operate separately from these rules.