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Overlapping of SAs when it is manually assigned on the same timeslot & resource where SAs are already scheduled by optimisation

Publish Date: Oct 3, 2023
Description

This is working as a designed scenario. When no ESO is enabled, whenever there is any manual assignment post automated scheduling, it is not auto fixing the overlapping or unschedule the SA. If the scheduling policy has Fix Overlap enabled but in Field Service Settings it is not enabled and configured like below:

No Fix Overlap enabled

Resolution
Enable Fix Overlap in your Salesforce Field Service Settings (snapshot attached) SFS Settings -> Scheduling -> Dynamic Gantt ->. Automatically fix overlaps when an appointment overlaps with another appointment or absence.
Knowledge Article Number

000396584

 
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Salesforce Help | Article