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Dispatched Service Appointment is not visible to Service Resource

Publiseringsdato: May 3, 2024
Beskrivelse
Service Resources may notice that Dispatched Service Appointments are not visible to them.
Løsning

To resolve the issue:

1. Verify the Service Resource has been assigned the 'FSL Resource License' and 'FSL Resource Permissions' permission set.

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

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.

Knowledge-artikkelnummer

000380743

 
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