Field Service Management: Enabling the Track Service Time Feature via FSM Configuration JSON

What changed

NetSuite's Field Service Management (FSM) module supports a Track Service Time feature that records time spent on field service tasks. The feature is not enabled by default. Activation is controlled entirely through the FSM Configuration JSON — there is no checkbox in Setup > Company > Enable Features.

How it works

The FSM Configuration file is a JSON document managed at Field Service > Administration > Configuration. To enable time tracking you add a time object with timetracking set to true:

"time": {
  "timetracking": true
}

Once enabled, the mobile app enforces a single-active-task constraint: only one task per technician can be in an active (In Progress) state at a time. Time is logged as Time Activities against field service tasks and surfaces as Time Bills on the employee record.

Key constraints

• Only one task may be active per technician in the mobile app at any time. If multiple tasks are already In Progress when the feature is turned on, a service manager must manually resolve them in NetSuite before the technician can proceed.
• Oracle's documentation does not specify the underlying record types or SuiteScript entry points affected. It is unclear whether the time entries are standard timebill records or a custom FSM record. Verify in your sandbox by inspecting the records created after a technician logs time.

What to do

1. Test in Sandbox first. Oracle explicitly warns against enabling this in production without prior sandbox validation.
2. Navigate to Field Service > Administration > Configuration.
3. In the JSON editor, locate or create the "time" block and add "timetracking": true. Ensure valid JSON syntax (watch trailing commas).
4. Click Save.
5. Before any technician opens the mobile app, ensure all tasks for every technician are set to Not Started. Complete or reset any In Progress tasks directly in NetSuite first.
6. Verify that time entries are being created as expected. Check the Time Activities subtab on field service task records and the Time Bills section on the employee record.
7. If you have SuiteScript automations triggered by task status changes or time record creation, test those workflows against the new time-tracking entries to confirm they still behave correctly.

Gaps in Oracle's documentation

• No release version is specified — this appears to be a standalone feature-enablement article rather than a versioned release note.
• The internal record type used for tracked time is not documented. Inspect timebill and any FSM-specific records in your sandbox.
• No mention of SuiteScript hooks, workflow triggers, or REST/SOAP API implications. If you depend on beforeSubmit or afterSubmit on time-related records, validate manually.