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Service Appointment Reassignment During Real-Time Scheduling Optimization When Status Changes on Mobile

Date de publication: Jun 29, 2026
Description
Problem
When a Service Appointment status is updated to En Route or Travel via the mobile app after Real-Time Scheduling Optimization (RSO) is triggered but before it completes, the Service Appointment may be unexpectedly reassigned to a different Service Resource. Rollback Commit Mode does not prevent this reassignment in this scenario.

Cause
A timing gap in how the RSO data snapshot is captured means that status-field changes made during the optimization window are not reliably evaluated before the optimizer runs. As a result, Rollback Commit Mode cannot prevent reassignment when the status changes to En Route or Travel mid-optimization.
Résolution
Resolution

Because the optimizer evaluates the FSL__Pinned__c field before the optimization snapshot is taken, configuring a Pin Criteria rule to set FSL__Pinned__c = true on En Route or Travel status changes will prevent unwanted reassignments.

  1. In Setup, navigate to Field Service Settings.
  2. Locate the Pin Criteria section.
  3. Create or update a Pin Criteria rule to set FSL__Pinned__c = true when the Service Appointment Status equals En Route or Travel (or your org's equivalent statuses).
  4. Save the configuration.


NOTE: Pin Criteria rules must be active and saved prior to triggering an RSO run to take effect. This workaround applies specifically to En Route and Travel status changes that occur during the RSO optimization window.
Numéro d’article de la base de connaissances

005386928

 
Chargement
Salesforce Help | Article