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Field Service: Newly Created Work Orders Not Appearing in Dispatch Console Scheduling Queue

Veröffentlichungsdatum: Jun 26, 2026
Beschreibung

 

Scope

This article covers Work Order visibility issues specific to records created through Lead conversion workflows in the Dispatch Console scheduling queue. It does NOT address Work Order visibility on account record related lists (which typically function correctly), Service Appointment scheduling, or Work Order creation failures. For issues with field mapping during Lead conversion, see related articles on Lead conversion field dependencies.

Symptoms

  • Newly created Work Orders do not appear in the Dispatch Console scheduling queue or unscheduled appointments list.

  • The same Work Orders are visible on the associated account record in the Work Order related list.

  • Older Work Orders from 2023, 2024, or prior periods appear correctly in the Dispatch Console queue.

  • Dispatchers and sales users cannot drag newly created Work Orders onto the Field Service Calendar.

  • The issue occurs consistently when Leads are converted, but not when Work Orders are created through other methods.

Cause

The Dispatch Console scheduling queue applies several filters to determine which Work Orders are displayed. Work Orders created through Lead conversion may be excluded if any of the following conditions are not met:

Status — Work Orders must have a scheduling-eligible status (typically "New" or "Open"). Terminal statuses such as "Completed" or "Canceled" are excluded by design.

Account association — The Work Order must be linked to a valid Account record. If the Lead conversion process does not properly associate the Work Order to an account, the record will be filtered out of the queue.

Dispatch Console queue filters — Custom field values, record types, or other org-specific filter criteria configured in the Dispatch Console may exclude newly created records that do not match those conditions.

Data pipeline timing — A brief indexing delay can cause newly created records to appear in account-related lists before they surface in the Dispatch Console queue. This typically resolves within minutes.

Older Work Orders often appear correctly because they were created through different processes or were previously verified to meet all queue criteria.

Lösung

Resolution

Because the Work Order was created through a Lead conversion workflow, verify the configuration and data pipeline factors below to identify what is preventing it from appearing in the scheduling queue.

Step 1: Verify Work Order Status and Scheduling Eligibility

  1. Open a newly created Work Order that is not appearing in the Dispatch Console queue.
  2. Check the Status field. Confirm it is set to a scheduling-eligible value (e.g., "New", "Open", or your org's equivalent).
  3. If the status is "Completed", "Canceled", or another terminal state, the Work Order is correctly excluded by design. Update the status to a scheduling-eligible value if it should be scheduled.
  4. Check any custom status or scheduling-state fields configured in your org and ensure they match the Dispatch Console queue filter criteria.

Step 2: Verify Account Association

  1. On the same Work Order, locate the Account lookup field.
  2. Confirm an Account is selected and the field is not blank.
  3. If the Account field is empty, populate it with the correct account and save.
  4. If an Account is already selected, open the account record and confirm the Work Order appears in the Work Order related list.

Step 3: Check Dispatch Console Queue Filters

  1. Navigate to the Dispatch Console.
  2. Locate the Unscheduled Appointments or Scheduling Queue list (name may vary by org configuration).
  3. Check whether any filters are applied. Review the filter criteria (e.g., Status = Open AND Priority = High).
  4. Temporarily remove or broaden the filters to see if the newly created Work Order appears.
  5. If it appears after removing filters, adjust the filter criteria to include newly created records while maintaining your org's scheduling workflow.

Step 4: Verify Lead Conversion Workflow Configuration

  1. Navigate to Setup and locate your Lead conversion workflow or automation (Flow, Process Builder, or custom Apex).
  2. Confirm the workflow is:
    1. Enabled and active
    2. Configured to populate the Account field on the new Work Order by mapping the Lead's Company or Account lookup
    3. Setting the Work Order Status to a scheduling-eligible value (not a terminal status)
  3. If any of these are misconfigured, update the workflow and test with a new Lead conversion.

Step 5: Check for Data Pipeline Delays

  1. If the Work Order is correctly configured but still not appearing, wait 5–10 minutes and refresh the Dispatch Console.
  2. If the Work Order still does not appear after 10 minutes, proceed to Step 6.

Step 6: Review Custom Fields and Record Type Filters

  1. Open a Work Order that is missing from the queue alongside one that appears correctly. Compare them side by side.
  2. Check all custom fields for differences in values that may be used in the queue filter (e.g., service type, region, assignment fields, custom status fields).
  3. If values differ, update the missing Work Order's custom fields to match and refresh the Dispatch Console.
  4. If the Work Orders have different Record Types, verify that the queue filter includes the new Record Type. If not, update the filter or change the Work Order's Record Type accordingly.

Step 7: Grant Support Access for Backend Investigation

If the Work Order is correctly configured and still does not appear after completing all steps above:

  1. Navigate to Setup > User Profile Settings > Grant Account Login Access.
  2. Set Salesforce.com Support access to at least one week and click Save.
  3. Contact Salesforce Support and provide:
    1. Work Order ID of a newly created record missing from the queue
    2. Work Order ID of an older record that appears correctly
    3. A screenshot of the Dispatch Console queue showing the discrepancy
    4. Details of your Lead conversion workflow (automation type, field mappings,
Nummer des Knowledge-Artikels

005387649

 
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