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[SFS] Rule Violations Not Visible in Field Service Gantt

Fecha de publicación: Jul 5, 2026
Descripción

Rule violations do not appear in the Field Service Dispatcher Console Gantt even after performing the "Check Rules" action. The CheckRules request completes with a 200 OK response however returns an empty result.

Symptoms

  • Dragging a Service Appointment on the Gantt to create a rule violation (e.g., overlap or break) does not display the yellow exclamation icon.
  • Right-clicking an appointment and selecting Check Rules triggers the request but returns no violations.
  • The CheckRules API request receives a 200 OK response with an empty result
  • The issue affects all users and has never worked in the org.
  • No errors appear in Core Splunk logs; Non-Core / O2 engine shows no log entries for the CheckRules request.
Solución

The "Scheduled" picklist value on the Status field of the Service Appointment object was active but not assigned to any Status Category.
In Field Service Settings → Service Appointment Workflow, the "Scheduled" value is configured to identify scheduled appointments. Without a valid Status Category mapping, the Scheduling Engine (O2) cannot correctly evaluate rule violations for appointments in "Scheduled" status — resulting in an empty response from the checkRules method.

Step-by-Step Fix

  1. Navigate to Setup → Object Manager → Service Appointment.
  2. Click Fields & Relationships → Status.
  3. Scroll to the Picklist Values section and locate the "Scheduled" value.
  4. Deactivate the "Scheduled" picklist value.
  5. Reactivate the "Scheduled" picklist value.
    1. Upon reactivation, Salesforce will prompt you to assign it to a Status Category — assign the appropriate category (typically Scheduled).
  6. Save the changes.
  7. Return to the Dispatcher Console Gantt and verify that rule violations now appear correctly.
Número del artículo de conocimiento

005388476

 
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Salesforce Help | Article