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Salesforce Field Service – Unable to View All Service Territories in Service Territory Filter on Gantt

Date de publication: May 11, 2026
Description

In the Salesforce Field Service (SFS) Dispatcher Console, users may notice that the Service Territory filter on the Gantt chart does not display all available Service Territories — even when they expect to see only their favorited or selected territories.

Why This Happens

This is expected product behavior governed by a system threshold:

  • When the total number of Service Territories in the org is fewer than 2,000, the Dispatcher Console displays all territories in the filter — not just the ones the user has favorited or selected. This is by design.
  • When the total number of Service Territories exceeds 2,000, the console displays only the territories the user has selected or favorited. Unselected territories are accessible via the search bar.

When This Issue Is Reported

Users typically report this issue when:

  • They expect the filter to show only their favorited territories, but all territories appear instead
  • Their org has fewer than 2,000 Service Territories (which triggers the "show all" behavior)
  • They are unfamiliar with the 2,000-territory threshold that controls the filter behavior
Résolution
  1. The following steps guide you through understanding the expected behavior, working around the display limitation using the search bar, and escalating to Salesforce Support if the limit needs to be increased.

    Step 1: Confirm Expected Behavior

    Understand that the current design of the Dispatcher Console Service Territory filter works as follows:
    • Fewer than 2,000 territories: All territories are displayed in the filter. This is working as designed.
    • More than 2,000 territories: Only selected/favorited territories are shown. Use the search bar to find and add others.
    This is not a bug — it is a known product behavior tied to the 2,000-territory threshold.

    Step 2: Use the Search Bar to Find Unlisted Territories

    If your org has more than 2,000 territories and a territory is not displayed in the filter:
    1. In the Dispatcher Console, open the Service Territory filter on the Gantt.
    2. Click into the search bar within the filter panel.
    3. Type the name (or partial name) of the Service Territory you want to locate.
    4. Select the territory from the search results to add it to your active filter view.
    The search bar supports partial name matching and is the supported method for accessing territories that are not automatically shown in the filter.

    Step 3: Raise a Support Case to Increase the Limit

    If the 2,000-territory threshold is causing significant operational impact and your business requires a higher limit:
    1. Gather details about your org's total Service Territory count and the business impact.
    2. Raise a Salesforce Support case explaining the requirement.
    3. Request that Salesforce Support check the feasibility of increasing the territory display limit in coordination with the Product Team.
    Note: Increasing the threshold is not a self-service configuration — it requires Product Team involvement and is subject to feasibility review.
Numéro d’article de la base de connaissances

005104419

 
Chargement
Salesforce Help | Article