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Multiday Appointments Show "Service Appointment Visiting Hours" Rule Violation and GetCandidates Returns No Results

Publish Date: Jun 26, 2026
Description
  • Some multiday Service Appointments show a "Service Appointment Visiting Hours" rule violation in the Dispatcher Console Gantt, while other multiday SAs using the same scheduling policy show no violation.
  • The affected appointments appear identically configured — same scheduling policy, same resource setup.
  • Running Get Candidates on the affected SAs returns zero available slots/No Candidates.
  • Scheduling actions such as Book Appointment and Get Candidates fail for affected SAs but work correctly for others.
 
 
 
Resolution
CAUSE:
The Visiting Hours field on the parent Work Order of the Service Appointment is populated.
When a Visiting Hours value is set on the Work Order, the scheduling engine applies the "Service Appointment Visiting Hours" work rule to that appointment, restricting eligible time slots. For multiday appointments, this constraint can cause zero candidates to be returned if the rule cannot be satisfied across the appointment's date span.
Work Orders without a Visiting Hours value are not subject to this rule, which explains the inconsistency across apparently identical appointments.
 
Steps to Solve:
  1. Navigate to the Work Order that is the parent of the affected Service Appointment
  2. Locate the Visiting Hours field on the Work Order record
  3. If the Visiting Hours field has a value populated and no visiting hours restriction is intended for this appointment, clear the field (set it to blank/null)
  4. Save the Work Order record
  5. Re-run Get Candidates on the affected Service Appointment and confirm that candidates are returned and the rule violation is resolved

Note: If Visiting Hours restrictions are intentionally required on the Work Order, review the configured Visiting Hours Operating Hours record to ensure it overlaps with the expected scheduling window for multiday appointments.

Knowledge Article Number

005387739

 
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Salesforce Help | Article