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Dispatcher Users Unable to View Service Territory Records

Julkaisupäivä: Jul 30, 2026
Kuvaus

In Field Service, when the Organization-Wide Default (OWD) sharing setting for the Service Territory object is set to Public Read/Write or Public Read Only, new Service Territory records are not automatically shared with the corresponding Territory Public Groups.

As a result, Dispatcher users who are assigned User Territory records and added to Territory Public Groups are unable to view those Service Territory records in the Dispatch Console or elsewhere.

Conversely, when the OWD for Service Territory is set to Private, new Service Territory records are automatically shared with the Territory Public Groups, and Dispatcher users with User Territory assignments can access them without any additional manual sharing.

 

Observed result: The Dispatcher user cannot view the Service Territory record. 

Expected result: The Dispatcher user should be able to view the Service Territory records for territories they are assigned to.

 

 

Ratkaisu

This behavior is by design. The automatic sharing mechanism that populates Territory Public Groups is only triggered when the OWD is Private for Service Territory, because that is the configuration for which the sharing job is relevant. https://help.salesforce.com/s/articleView?id=service.fs_territory_guidelines.htm&language=en_US&type=5

 

At the time of Service Territory creation, when OWD (Org-Wide Default) Sharing for Service Territory is set to Public. Any new Service Territories created under this setting will not be automatically shared with the public group.

If the OWD is later changed to Private, existing Service Territories will also not be automatically shared with the public group.

However, when the OWD is set to Private from the time of org creation, any new Service Territories created will be automatically shared with the public group.

 

Option 1 — Switch OWD to Private (Recommended)

  1. Go to Setup → Sharing Settings.
  2. Change the OWD for Service Territory to Private.
  3. New Service Territory records will now be automatically shared with the Territory Public Groups, and Dispatcher users with User Territory assignments will gain access.

 

Option 2 — Manual Sharing (Temporary Workaround)

  1. Open the Service Territory record.
  2. Click Sharing (from the record's action menu or related list).
  3. Manually add the relevant Dispatcher users or Territory Public Groups with the appropriate access level (Read Only or Read/Write).

Manual sharing is not a scalable long-term solution for large numbers of territories or users. Option 1 is the recommended approach for orgs using FSL's User Territory sharing model.

 

Draft Error Code / Message

No error message is displayed. The User Territories scheduled job completes successfully but with TotalJobItems: 0, meaning no sharing records are created.

Lisäresurssit

Steps to reproduce the issue (OWD = Public):

  1. Go to Setup → Sharing Settings.
  2. Set the Organization-Wide Default for Service Territory to Public Read Only or Public Read/Write.
  3. Create a new Service Territory record.
  4. Assign the Dispatcher user to the Service Territory by creating a User Territory record.
  5. Confirm the Dispatcher user has been added to the corresponding Territory Public Group.
  6. Log in as the Dispatcher user and attempt to view the Service Territory record.

 

Knowledge-artikkelin numero

005388613

 
Ladataan
Salesforce Help | Article