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[SFS][Mobile App]Service Resources Display as Fully Booked for Entire Service Appointment Duration Despite Partial Crew Assignment

Fecha de publicación: May 22, 2025
Descripción

In scenarios where a service appointment spans several days and different crew members are assigned for different segments of that period, users may observe that each crew member appears as occupied for the full length of the appointment in the FSL mobile app.

Example:
A service appointment is scheduled for a 7-days duration, and the following crew structure is used:

  • Crew Member 1: Assigned from Day 1 to Day 3

  • Crew Member 2: Assigned from Day 3 to Day 5

  • Crew Member 3: Assigned from Day 5 to Day 7

Despite this staggered assignment, Crew Member 1 appears busy from Day 1 to Day 7, even though they are only active from Day 1 to Day 3. This creates a perception that resources are unavailable during times they are actually free.

Solución

This behavior is functioning as designed in Salesforce Field Service. When a service resource is associated with a service appointment—regardless of the specific timeframe they are assigned—they are shown as occupied for the entire scheduled duration of the appointment.

This applies to:

  • Field Service Mobile App

Key Consideration:
The system does not currently differentiate visibility or availability based on partial crew assignment times. As long as a resource is linked to the appointment, they are considered booked for the whole appointment duration.

Workarounds & Best Practices:

  • Split the Service Appointment: Instead of assigning different crew members to portions of one long appointment, consider breaking the appointment into smaller, separate service appointments matching the actual work periods for each crew member.

  • For more dynamic or custom visibility, consider extending functionality through customization or consulting with a Salesforce developer/consultant.

Número del artículo de conocimiento

004867780

 
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Salesforce Help | Article