Field Service (FSL): No Candidates Found When Using Candidates or Emergency Quick Action on a Service Appointment

This is typically an indication that the Service Appointment would violate one or more Work Rules if assigned to any Service Resource. To identify which Work Rules are being violated:

1. Identify a Service Resource you believe should be considered as a Candidate for the Service Appointment in question.

2. Identify the Scheduling Policy used by the quick action:

   • Go to Field Service Settings tab > Global Actions

   • Select the Appointment Booking subtab (or Emergency Wizard subtab if troubleshooting the Emergency action)

   • Note the policy selected for Default scheduling policy (or Emergency Scheduling policy)

3. Navigate to the Dispatcher Console (Field Service tab).

4. Set the Policy to the Scheduling Policy noted in Step 2.

5. Drag the affected Service Appointment from the list to the Gantt row for the Service Resource identified in Step 1.

6. Hover over the Service Appointment on the Gantt — one or more ! violation indicators will appear to the left.

7. The tooltip shows the list of violated Work Rules under the Rule Violations section. If no violations appear, contact Salesforce Support.