Actual Start Time and Actual End Time Fields Are Blank in Salesforce Field Service

This behavior is working as designed. Salesforce Field Service does not manage or automatically populate the ActualStart and ActualEnd fields. To populate these fields, implement a custom solution using one of the following approaches:

Option 1: Salesforce Flow (Recommended)

Create a record-triggered Flow on the Service Appointment object:

• Set ActualStart to the current date/time when the appointment status changes to "Onsite" (or your equivalent "In Progress" status).
• Set ActualEnd to the current date/time when the appointment status changes to "Completed".

This is the recommended approach as it requires no code and can be managed by an administrator.

Option 2: Apex Trigger

Write an Apex trigger on the Service Appointment or Assigned Resource object to set ActualStart and ActualEnd based on status field changes. This approach offers more control but requires developer involvement.

Option 3: SFS Mobile Custom Actions

Use the Salesforce Field Service Mobile app's custom Quick Actions to prompt field technicians to manually log their actual start and end times when they begin or complete a job. This approach relies on technician compliance but requires minimal configuration.