Service Appointment Fields for Field Service
Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| Field Name | Description |
|---|---|
| Account | (Read only) The account associated with the appointment. If the parent record is a work order or work order line item, this field’s value is inherited from the parent. Otherwise, it remains blank. |
| Actual Duration (Minutes) | The number of minutes that it took the resource to complete the appointment after arriving at the address. When values are first added to the Actual Start and Actual End fields, the Actual Duration is automatically populated to list the difference between the Actual Start and Actual End. If the Actual Start and Actual End fields are subsequently updated, the Actual Duration field doesn’t reupdate, but you can manually update it. |
| Actual End | The actual date and time the appointment ended. |
| Actual Start | The actual date and time the appointment started. |
| Address | The address where the appointment is taking place. The address is inherited from the parent record if the parent record is a work order or work order line item. |
| Appointment Number | An auto-assigned number that identifies the appointment. |
| Arrival Window End | The end of the window of time in which the mobile worker is scheduled to arrive at the site. This window is typically larger than the Scheduled Start and End window to allow time for delays and scheduling changes. You may choose to share the Arrival Window Start and End with the customer, but keep the Scheduled Start and End internal-only. |
| Arrival Window Start | The beginning of the window of time in which the mobile worker is scheduled to arrive at the site. This window is typically larger than the Scheduled Start and End window to allow time for delays and scheduling changes. You may choose to share the Arrival Window Start and End with the customer, but keep the Scheduled Start and End internal-only. |
| Bundle | Indicates if this service appointment is a bundle service appointment. The default value is false. |
| Bundle Member | Indicates if this service appointment is a bundle member service appointment. The default value is false. |
| Bundle Policy | Reference to the bundle policy associated with this service appointment. |
| Contact | The contact associated with the appointment. If the parent record is a work order or work order line item, this field’s value is inherited from the parent. |
| Description | The description of the appointment. |
| Due Date | The date by which the appointment must be completed. Earliest Start Permitted and Due Date typically reflect terms in the customer’s service-level agreement. |
| Duration | The estimated length of the appointment. If the parent record is work order or work order line item, the appointment inherits its parent’s duration, but it can be manually updated. The duration is in minutes or hours based on the value selected in the Duration Type field. |
| DurationInMinutes | The estimated time required to complete the service appointment, in minutes. This field is for internal use. |
| Duration Type | The unit of the duration: Minutes or Hours. |
| Earliest Start Permitted | The date after which the appointment must be completed. Earliest Start Permitted and Due Date typically reflect terms in the customer’s service-level agreement. |
| Latitude | Used with Longitude to specify the precise geolocation of the address where the service appointments is completed. Acceptable values are numbers between –90 and 90 with up to 15 decimal places. This field is available via the API only. To integrate data from an external data source for latitude, map your data to the ServiceAppointment.Latitude and not the ServiceAppointment.FSL__InternalSLRGeolocation__Latitude__s field. |
| Longitude | Used with Latitude to specify the precise geolocation of the address where the service appointment is completed. Acceptable values are numbers between –180 and 180 with up to 15 decimal places. This field is available in the API only. To integrate data from an external data source for longitude, map your data to the ServiceAppointment.Longitude and not the ServiceAppointment.FSL__InternalSLRGeolocation__Longitude__s field. |
| Manually Bundled | Applicable when you’re using the Appointment Bundler. This field is a read-only field. Indicates if this bundle was created manually. The default value is false. |
| Offsite Appointment | Applicable only when you’re using Enhanced Scheduling and Optimization. Indicates whether this appointment can be done remotely. If selected, no travel time is added to the schedule assigned resource record when the job is scheduled. For example, work such as remote technical assistance, filling out reports, or renewal of health and safety certification can be done from anywhere. See Schedule Appointments Without Travel. If the Service Resource Availability work rule is configured to have a fixed gap (minimum break time between service appointments), this setting is ignored on the service appointment record, such that travel time to the appointment is still calculated and displayed on the Gantt. Enhanced Scheduling and Optimization must be enabled. As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Orgs existing prior to Summer ’23 must add the Offsite Appointment field to the page layout. |
| Parent Record | The parent record associated with the appointment. The parent record can’t be updated after the service appointment is created. |
| Parent Record Status Category | (Read only) The Status Category of the parent record. If the parent record is a work order or work order line item, this field is populated; otherwise, it remains blank. |
| Parent Record Type | (Read only) The type of parent record: Account, Asset, Lead, Opportunity, Work Order, or Work Order Line Item. |
| Related Bundle | Applicable when you’re using the Appointment Bundler. The bundle that this service appointment is a member of. |
| Scheduled End | The time at which the appointment is scheduled to end. If you’re using the Field Service managed package with the scheduling optimizer, this field is populated when the appointment is assigned to a resource. Scheduled End – Scheduled Start = Estimated Duration. |
| Scheduled Start | The time at which the appointment is scheduled to start. If you’re using the Field Service managed package with the scheduling optimizer, this field is populated when the appointment is assigned to a resource. |
| Schedule Mode | (Read only) Shows Auto or Manual after performing automated or manual scheduling. When using Enhanced Scheduling and Optimization, the Schedule Mode field shows how the appointment was scheduled: Drag and Drop, Schedule, Global Optimization, In-Day Optimization, or Resource Optimization. |
| Service Note | Add notes such as an appointment summary or recommendations for future work. Depending on your settings, these notes might appear on a customer-facing service report. |
| Service Territory | The service territory associated with the appointment. If the parent record is a work order or work order line item, the appointment inherits its parent’s service territory. |
| Status | The status of the appointment. The picklist includes the following values, which can be customized:
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| Status Category | The category that each Status value falls into. The Status Category field’s values are identical to the standard Status values. If you create custom Status values, you must indicate which category it belongs to. For example, if you create a Customer Absent value, you may decide that it belongs in the Cannot Complete category. To learn which processes reference Status Category, see How are Status Categories Used? |
| Subject | A short phrase describing the appointment. |
| Transaction | The last transaction ID of the scheduling and optimization request that updated this object. The transaction ID is automatically generated and populated by the Enhanced Scheduling and Optimization engine. |
| Work Type | (Read only) The work type associated with the service appointment. The work type is inherited from the appointment’s parent record if the parent is a work order or work order line item. If Lightning Scheduler is also in use, this field is editable. However, users see an error if they update it to list a different work type than the parent record’s work type. |
