Hi all, starting to put together some requirements modelling for mapping one of our internal processes into NetSuite and hoping maybe there's a silver bullet third party app out there I can purchase instead of driving myself insane building it. We are a machinery wholesaler who import and build units, to sell to both a dealer network and directly to end customers. The customers own the gear outright, no leasehold agreements etc. The current area being integrated is recording and billing of repairs completed for customers. We have a crew of 4 service staff who will respond to customer call outs to fix machines. However, in the early stages, we are unsure whether these repairs will be eligible to be claimed on warranty from the supplier. I am looking for a way that the service staff can record their actions (parts taken out of stock, external non-inventory purchases, labour hours) as they go, then have a decision made once assessed by the warranty team whether the customer is charged for this or we claim back on warranty from the supplier. My current approach is a custom record type where the service team will record the basic details (find the auto-generated warranty registration to pre-fill that info, record customer complaint details etc) with sublists to record items, external purchases, and employee hours as the job progresses. I'll then write scripts to automate away the difficult parts for the end user (eg as a first stage, auto-creating an inventory transfer to move the items requested to the relevant service team member's work vehicle, then billing/adjusting out what was flagged as used and returning the rest to the main warehouse later etc). Would love to hear if anyone has worked with similar processes and found something efficient - I have seen the native FSM module however this seems far too robust (and has the accompanying price tag) for our requirements. We don't need scheduling etc, just a way for the team to record what they're doing as they go and centralise all the associated documentation too. Thanks!

My first thought would be what you are describing. Either hacking the native Support Case or use a custom record as the "parent", then use sublists to record the relative data like items and such

@MGBC thanks for the feedback! I did give projects a go but having them display in the Customer selection on Sales Orders made that a non-starter. The SO/WO idea sounds interesting - I'll do some pondering on it and see if it might be suitable. Thanks again!