Track Service Time Feature Limitations in NetSuite 2026.1

TL;DR Opening

Starting in NetSuite 2026.1, the Track Service Time feature provides automatic time billing for field activities but has several limitations that users must be aware of to avoid inefficiencies in field service management.

What's New: Track Service Time Feature Limitations

The Track Service Time feature enhances time tracking and billing by automatically capturing start and end times for field service tasks. Here are its core functionalities and limitations:

Key Functionalities

• Automatic Time Billing: This feature simplifies billing by automatically generating time bills based on recorded start and end times of tasks. This helps managers keep track of field activities and reduce billing errors.

• Task Record Updates: Upon completion of a task, the system updates relevant fields in the Task record, which include:

  • Status: Changes from "In Progress" to "Completed"
  • Field Service End: Timestamp of task completion from Mobile
  • Field Service Log Activity Time: Checked

  After the mobile user finishes a task, the following fields in the Task record are updated:

  • Status: Completed
  • Date Completed: Date of task completion
  • Field Service Log Activity Time: Cleared

Limitations to Consider

While the Track Service Time feature offers significant benefits, it does have several important limitations:

• Account-Level Functionality: The feature operates at the account level, meaning all mobile users have access to track service time, regardless of individual settings.
• Single Task Limitation: You can only track time for one task at a time. Once a task is in progress, it must be completed before another can be started.
• Administrative Task Restrictions: Administrative tasks can appear on mobile screens but should not be activated while tracking service time to prevent disruptions. All tabs on them must be enabled at all times to allow interaction without impacting service time tracking.
• CRM Tasks Only: Currently, the feature supports only CRM Tasks. Attempting to use it for Project Tasks is impractical due to single-task restrictions and administrative parameters. The feature might operate with Project Tasks on mobile, but complications arise if both CRM and Project Tasks are displayed.
• Time Record Limitations: The feature records only start and completion times without accounting for activities like breaks or travel time.
• Service Item Requirement: This feature does not function if a field service task is not associated with a service item, which is crucial for billing purposes.

Workflow for Task Status Changes

To manage task statuses effectively on mobile, the following procedure can be utilized:

1. If a task needs to be reverted to "In Progress," manually delete the timestamp in the Field Service End date.
2. Re-saving the record without the timestamp retains the task's active state.
3. Field personnel will need to again mark the task as complete on mobile, which restarts the time tracking process.

Additional Setup Considerations

To fully leverage the Track Service Time feature, administrators should ensure:

• The feature is enabled through your NetSuite Account Manager.
• All technician tasks are set to "Not Started" on mobile devices to avoid conflicts with progress.
• Proper associations of Field Service Task Types to service activities for accurate time tracking.

Who This Affects

• Field Service Managers: To oversee time tracking within their teams.
• Mobile Field Technicians: Who will directly interact with the task tracking in the field.
• Administrators: Responsible for setting up and maintaining the feature.

Key Takeaways

• The Track Service Time feature automates time billing but limits tracking to one task at a time.
• It is important to associate tasks with service items for proper functionality.
• Avoid using projects in conjunction with this feature to minimize complications.
• Administrative tasks can disrupt time tracking and should not be executed while the feature is active.