FSM Program Planned Rows and Case Matching
The project-to-case stage in Field Service Management (FSM) calculates a schedule and matches existing cases. For the generation stages and prerequisites, see FSM Program.
The project's read-only Program subtab combines calculated schedule rows with matched existing cases. A row with a Program Date and no Case link is planned work for which no case has been matched.
The following table describes the columns on the Program subtab.
|
Column |
Meaning |
|---|---|
|
Type |
Case Type for the planned service occurrence. |
|
Program Date |
Calculated date for that row. |
|
Case |
Link to the matched case. Blank when no case has been matched. |
|
Start Date |
Actual start date of the matched case. It can differ from Program Date. |
|
End Date |
End date of the matched case, when populated. A blank value can also mean an existing case has no end date. |
|
Status |
Status of the matched case. |
|
Assigned To |
Matched case assignee or configured assignee for a planned row. It can appear before a case exists and does not establish availability. |
Start Date, End Date, and Status describe an actual case and appear only when a case has been matched.
FSM orders existing cases chronologically. It then matches those cases to planned rows by order and Case Type, rather than by an exact date match. It compares the next existing case with each planned row. If the types differ, that row stays unmatched and the same case is considered against the following row.
A manually added case of a participating Case Type can therefore occupy a planned row. Cases of other types do not participate in that matching. Existing cases are not excluded merely because their dates precede the project Start Date.
The following table shows how an alternating Minor and Major service schedule can match existing cases.
|
Program Date |
Planned Type |
Matched Case |
Actual Case Start Date |
|---|---|---|---|
|
August 6, 2023 |
Minor |
465 |
August 6, 2023 |
|
February 6, 2024 |
Major |
468 |
August 15, 2023 |
|
August 6, 2024 |
Minor |
None |
No entry |
|
February 6, 2025 |
Major |
466 |
February 6, 2024 |
|
August 6, 2025 |
Minor |
467 |
August 6, 2024 |
|
February 6, 2026 |
Major |
None |
No entry |
The existing case sequence is Minor, Major, Major, Minor. After case 468 takes the first Major row, case 466 remains next in the sequence. It skips the intervening Minor row and takes the following Major row. Case 467 then takes the next Minor row. The matches do not change the cases' actual dates or establish how those cases were originally created.
Changing project dates or rules can change the calculated rows and their matches. When you edit a project, the visible Program list recalculates when the Project Type, Start Date, End Date, Program Start Date, Program Create Until, or time zone changes. Refreshing the subtab recalculates the display. It does not create or reschedule records.