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No candidates were found when using the Candidates or Emergency Quick Action

Julkaisupäivä: Oct 13, 2022
Kuvaus
When using the Candidates or Emergency Quick Action on a Service Appointment users may see a message saying "No candidates were found".  This is not an error message.  The scheduling engine tried to find qualified candidates, but there were no available Service Resources to assign the Service Appointment to.
 
Ratkaisu
This is typically an indication that the Service Appointment would violate one or more Work Rules if it were to be assigned to any one of your Service Resources.

To identify which Work Rules would be violated you can do the following:

1. Identify a Service Resource you believe should be considered as a Candidate for the Service Appointment in question.
2. Identify what Scheduling Policy is being used by the quick action:

a. Go to the Field Service Settings tab | Global Actions
b. Select the Appointment Booking subtab (or Emergency Wizard subtab if you're troubleshooting the Emergency action)
c. Take note of the policy that is currently selected for Default scheduling policy (or Emergency Scheduling policy if you're troubleshooting the Emergency action)

3. Navigate to the Dispatcher Console (also known as the Field Service tab).
4. Set the Policy to the Scheduling Policy you took note of in step 2.
5. Drag the affected Service Appointment from the Service Appointment list to the Gantt row for the identified Service Resource from step 1.
6.
Hover over the Service Appointment and you will notice 1 or multiple ! with a title to the left. This will inform you as to what policies are being violated.

The list of violated Work Rules will be shown under the Rule Violations section of the tooltip.

If no violations are shown, please reach out to Salesforce Support.
Knowledge-artikkelin numero

000384615

 
Ladataan
Salesforce Help | Article