Live Position Not Visible on Salesforce Field Service Dispatcher Console Map

To troubleshoot a Live Position that is not appearing on the Salesforce Field Service Dispatcher Console map, follow the steps below.

Step 1: Verify Service Resource Record Access

Confirm the Service Resource has edit access to their own Service Resource record and edit access to the Location field on the Service Resource object. If the required access is missing, grant the necessary permissions via Profile or Permission Set.

Step 2: Check for Custom Validation Rules or Customizations

Confirm there are no custom validation rules or other customizations that block the Service Resource record from saving location data. To test, have the Service Resource open their own Service Resource record, make no changes, and immediately save. If an error appears on save, investigate the active validation rules on the Service Resource object.

Step 3: Check Geolocation Field Values

Verify the following three fields on the Service Resource record are populated and not blank or null: LastKnownLatitude, LastKnownLongitude, and LastKnownLocationDate. If any of these fields are blank, the mobile device is not sending geolocation data to Salesforce. To isolate the cause:

• Test A: Have the Service Resource log in to the Salesforce Field Service mobile app on a different device and confirm whether the three fields are updated and the Live Position appears on the map.
• Test B: Manually populate values for LastKnownLatitude, LastKnownLongitude, and LastKnownLocationDate and confirm whether the Live Position becomes visible on the Dispatcher Console map.

Step 4: Check for Suppressing Custom Permissions

Verify the dispatcher or user viewing the Dispatcher Console map does not have any of the following custom permissions assigned via their Profile or Permission Set, as these custom permissions suppress Live Positions on the map:

• FSL.Hide Live Positions from Dispatcher Console Map
• FSL.Hide Live Positions from Resource Map
• FSL.Hide Resource's Last Seen Time from Gantt
• FSL.Hide Actual Routes from Resource Map

If Live Position is still not visible after completing all four steps above, contact Salesforce Support.