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Service Appointment with pinned Status can be manually rescheduled

게시 일자: Jun 1, 2026
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In Salesforce Field Service (FSL), 'Pinned Status' is a configurable setting that marks certain Service Appointment statuses (such as 'Completed' or 'In Progress') as pinned — meaning the scheduling engine (Optimization, Book Appointment, Get Candidates) will not move or reassign those appointments. However, a common question arises: even when a status is pinned, can a dispatcher or user still manually reschedule the appointment by editing it directly? This article explains the expected behavior and the distinction between Pinned Status and the Pinned field.

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Behavior: Pinned Status vs. Manual Rescheduling

"This is expected behavior in Field Service. When a Service Appointment has a status designated as a 'Pinned Status' (configured via App Launcher > Field Service Settings > Scheduling > Select which statuses are considered as pinned or unmovable), it means automated scheduling actions (Book Appointment, Get Candidates, Optimization) will NOT move or reschedule the appointment. However, manual rescheduling by directly editing the Scheduled Start and Scheduled End fields on the Service Appointment record is still allowed."

How to Prevent Manual Rescheduling (The Pinned Field)

"To fully lock a Service Appointment from any rescheduling — including manual edits — set the 'Pinned' field (FSL__Pinned__c) to true on the Service Appointment record. When Pinned = true, the Scheduled Start and Scheduled End fields cannot be updated by any user or automation."

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