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Field Service: Skill Requirements Missing on Work Order and Service Appointments

Publiseringsdato: Jun 29, 2026
Beskrivelse

Description

Field Service includes an OOTB mechanism that automatically creates Skill Requirement records on a Work Order and its Service Appointments when the Work Order is created from a Work Type that has skill requirements configured. When this mechanism fails, Service Appointments may be assigned to resources lacking the necessary skills, leading to unqualified assignments and service quality issues.

Symptoms

  • Service Appointments lack expected skill requirements even though the Work Type has them configured.
  • Resources without required skills are assigned to Service Appointments because the skill filter is not enforced.
  • The issue occurs sporadically — some Work Orders inherit skill requirements correctly while others do not.
  • After updating a Work Type's skill requirement, newly created Work Orders do not reflect the change.

Cause

The OOTB mechanism triggers skill requirement inheritance at Work Order creation time. This fails when:
 
  • Custom logic deletes skill requirements from the Work Type before the update is committed, preventing re-triggering.
  • The Work Type's skill requirements were incomplete or unsaved prior to Work Order creation.
  • A custom Flow or Apex trigger interferes with the standard skill requirement creation process.
Løsning

Resolution

Custom logic deleting skill requirements out of sequence is the most common root cause. Follow the steps below to resolve:

  1. Verify Work Type skill requirement configuration. Open the Work Type record and confirm skill requirements are attached. If missing, add them and save.
  2. If updating an existing skill requirement, delete first, then update. Delete the existing Skill Requirement record from the Work Type, then update the Work Type with the new skill requirement. Create new Work Orders to verify skill requirements now auto-create on the Work Order and Service Appointments.
  3. Review custom logic for interference. Check any custom Flows, Apex triggers, or automation that modifies skill requirements. Ensure deletion does not occur before the Work Type update is committed — reorder logic so deletion happens after the Work Type change is saved.
  4. Test in a lower environment first. Before deploying changes to production, validate the fix in a sandbox or dev org.
Flere ressurser

Known Limitations

  • Skill requirements auto-create only when the Work Order is created from a Work Type that already has skill requirements configured. Requirements added to a Work Type after Work Order creation do not retroactively populate existing Work Orders.
  • If custom logic deletes skill requirements during a Work Type update, OOTB auto-creation does not re-trigger unless the Work Order is recreated or the requirement is manually re-added.
  • Skill requirement inheritance applies to the Work Order and its Service Appointments. Manual changes to Service Appointment skill requirements are not overridden by Work Type changes.
Knowledge-artikkelnummer

005388159

 
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Salesforce Help | Article