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Field Service Mobile Users Do Not Receive Notifications When a Service Appointment Is Dispatched

Data pubblicazione: May 12, 2026
Descrizione

In Salesforce Field Service, you can configure the mobile app to send notifications when certain actions occur on a Service Appointment. Even with the following options enabled in Field Service Mobile Settings, users notice they only receive notifications when a Service Appointment is assigned, but not when it is dispatched:

  • Send appointment notifications on assignment
  • Send appointment notifications on dispatch

This behavior occurs because the mobile user is not automatically following the Service Appointment record when its status changes to Dispatched or In Progress. Without following the record, the user cannot receive dispatch notifications.
Real-life example: A dispatcher marks a service appointment as Dispatched for a technician named Alex. Alex's device has the Field Service Mobile app installed and notifications enabled, but Alex never receives a push notification. This happens because Alex is not automatically set as a follower of the service appointment record when it is dispatched.


To ensure notifications are delivered when dispatching Service Appointments, you must enable a specific setting that makes assigned resources followers of those records when their status changes.

Risoluzione

This article explains why Salesforce Field Service mobile users do not receive dispatch notifications even when the "Send appointment notifications on dispatch" setting is enabled in Field Service Mobile Settings, and how to resolve it by enabling the follower assignment setting.


Enable the following setting so that assigned resources automatically follow the Service Appointment when it is dispatched or in progress:

  1. Navigate to App Launcher > Field Service Settings.
  2. Go to Sharing > Scheduled Jobs.
  3. Enable the option: Make assigned resources followers of service appointments that are Dispatched or In Progress.
  4. Click Save.
  5. Ask the mobile users to log out and log back in to the Field Service Mobile app to ensure the metadata updates take effect.

Once this setting is enabled and users reauthenticate, they will begin receiving notifications when Service Appointments are dispatched, as expected.

Numero articolo Knowledge

005105054

 
Caricamento
Salesforce Help | Article