Service Appointment Not Visible in Field Service Mobile App

Cause

The root cause is an incorrect or restrictive Field Service Mobile Page Layout configuration.

If the assigned Mobile Layout is missing critical lookup fields or related object references (such as Account, Work Order, or specific Address fields), the mobile app's data engine may fail to render the record in the "My Schedule" view. Effectively, the record exists in the local database but cannot be displayed because the layout lacks the necessary metadata to build the view.

Step 1: Verify Metadata and Layout Assignment

Ensure the User's Profile is assigned to a layout that includes all mandatory fields required for the Field Service Mobile sync.

1. Navigate to Setup > Field Service Mobile Settings.

2. Identify the Mobile Settings record assigned to the affected user's profile.

3. Review the Page Layouts for the Service Appointment object associated with that profile.

Step 2: Validate Field-Level Requirements

Ensure the following fields are present on the Mobile Page Layout:

• Scheduled Start and Scheduled End.

• Status.

• Address (or Latitude/Longitude).

• Parent Record (Work Order or Work Order Line Item).

• Account (if applicable).

Step 3: Test with a New Layout (Validation)

To confirm the layout is the culprit:

1. Create a clone of the existing Mobile Page Layout.

2. Add all standard fields back to the layout.

3. Assign this new layout to the Technician’s Profile.

4. On the Field Service Mobile App, clear the cached metadata:

   • Go to Settings > Advanced Settings > Clear Cached Metadata.

   • Close and reopen the app. Wait for the initial sync to complete fully.

Step 4: Final Verification

Once the layout is updated and the app has resynced:

1. Trigger a Push: Briefly change the status of the missing appointment (e.g., move it from Dispatched to Scheduled, then back to Dispatched) to force a fresh notification to the device.

2. Check the My Schedule tab in the app. The appointment should now be visible.