In Salesforce Field Service (FSL), after a dispatcher changes a Service Appointment's status to 'Dispatched' in the Dispatcher Console, the assigned Service Resource (technician) should be able to see the appointment in the Salesforce Field Service and Operations Mobile App. If the Service Appointment does not appear, this is typically caused by one of the following: missing permission set assignments, incorrect sharing settings in Setup, conflicting sharing settings in the Field Service Settings Tab, or an Organization-Wide Default (OWD) sharing configuration issue specific to Sandbox environments.
To resolve the issue:
1. Verify the Service Resource has been assigned the 'FSL Resource License' and 'FSL Resource Permissions' permission set.
Note: Step 2 refers to 'Setup' (the Salesforce admin Setup menu, accessed via the gear icon). These are two different locations."
2. Verify the settings to share the Service Appointment (and parent Work Order if desired) are ENABLED under Setup | Field Service Settings:
- Share dispatched service appointments with their assigned resources
- Share service appointments' parent work orders with their assigned resources
Note: Step 3 refers to the 'Field Service Settings Tab' (the FSL managed package settings tab in App Launcher).
3. Verify the settings to share the parent Work Order is DISABLED in the Field Service Settings TAB | Sharing | Scheduled Jobs:
- Share parent Work Order when Service Appointment is shared
4. If the issue is observed in Sandbox, verify Organization-Wide Default for Service Appointment and Work Order is actually private by viewing the sharing in EDIT MODE:
a. Go to Setup | Sharing Settings
b. Click Edit
c. Check the OWD for Service Appointment and Work Order
d. If the value is Private set it to Public Read Only and save the changes
e. Click the Edit button again and set the OWD to Private and save the changes
f. Dispatch a Service Appointment and check whether the Service Appointment is shared with the Service Resource. If it is not please log a case with Salesforce Support.
000380743

We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.