Field Service Mobile App Limitations

Service Appointments

• The Recently Viewed service appointments list view shows all service appointments assigned to a user even if the user hasn’t viewed them.
• Service appointment list views of more than 2000 don’t display labels as dropdown values on the mobile app’s Schedule tab.
• The schedule list isn't refreshed unless the ScheduleUpdateFreq timeout value is reached.
• If you’re using Appointment Assistant, when a mobile worker manually updates the status of a service appointment by directly editing the record, Appointment Assistant is triggered. It’s also triggered when the appointment gets updated through a flow or an automatic status change. When a Lightning web component updates the same status, Appointment Assistant isn’t triggered.
• The mobile app fetches a maximum number of 1000 service appointments from all service appointment list views.
• When you view a service appointment from your desktop, the LastViewedDate field is updated.
• (Android only) When the Subject field on Service Appointment is null, the Last Modified Date field shows as the subject on Android devices.

Document Builder

• For a Work Order template to work on the Field Service mobile app, you must also create a Service Appointment template.
• For a parent work order with a child service appointment, mobile users can’t access the Work Order template from the template selector. You must create a Service Appointment template even if you don’t want to use it. We suggest creating a Service Appointment template that’s identical to your Work Order template to minimize confusion.
• You can’t select different templates for drafts saved with Work Order or Work Order Line Item templates. You can select different templates only for drafts saved with Service Appointment templates.
• Only the language defined in the service report language field is available to the user at the time of priming.

Service Reports

• Users can’t select a template when creating a service report in the mobile app. Instead, a template is selected based on this order:
  • The work order template
  • The work type template
  • The standard template
• Service report previews have these limitations:
  • Although users can make an offline request to generate a service report, the final PDF is created only when the user’s device is online.
  • The app doesn’t automatically get the latest data before generating a service report preview, so data in service report previews can be out of date. This limitation applies to online and offline service report previews.
  • If a reference field exceeds the maximum priming depth of 2, it isn’t populated.
  • Formula field values can be inaccurate in a preview because they aren’t dynamically calculated.
  • Roll-up summary fields are blank.
  • Related lists behave differently in mobile previews.
    • The order of records in related lists can differ between the preview and the printed report.
    • If a service report template includes a related list, the list populates only if it's on the page layout of the record that the service report is being generated for.
    • On the printed report, all related lists are printed. In the mobile preview, a related list must be on the preview page layout to appear on the preview.
  • These elements aren’t visible:
    • Cases related list
    • Headers and footers
    • Organization fields
    • Certain data fields
    • Images in rich text fields on a service report template or service appointment, work order, or work order line item page layout
• The Digital Signature object Place field isn’t supported.
• Text fields and rich text area fields are truncated to 255 characters. This limitation occurs on rich text area fields, other types of text fields, standard fields, and custom fields.
• A service report language pick list shows all supported languages, not only the active ones.
• Although the picklist values aren’t translated in service report previews, they’re translated into the supported language when the service report is generated.
• The signature image doesn’t appear when mobile workers create multiple service reports offline from the same record on the Field Service mobile app.
• When mobile workers collect signatures on a service report from the Service Appointment object, the Client Signature button shows only on the Service Appointment overview. When mobile workers collect a signature for a service report from the service appointment’s Action screen, the Client Signature button shows as “Default Signature.”
• Custom validation isn't supported when Lightning Data Service is enabled. This limitation is only relevant to Service Reports and doesn't pertain to Document Builder.
• Service reports that fail to generate don't succeed when retried. This limitation is only relevant to Service Reports and doesn't pertain to Document Builder.
• Users with Community licenses must be granted permission to access service report previews on the Field Service mobile app.

Inventory Management

• If you use the setting Enable Multiple Locations, the Add and Add All buttons are removed from the Product Required screen. Instead, manually add the required products for multiple inventory locations.
• When using multiple inventory locations, a maximum of 10 locations per location type are shown and primed.
• A maximum of 1,000 products are shown in inventory lists and is the maximum number of products that can be primed.
• When consuming a serialized product in the Field Service mobile app, a products consumed record without serial numbers is created. Mobile users can remove those records only if they’ve deleted permissions for products consumed.
• If a work order includes serialized products as required items, you can view the required products, but the Add All Products Required button is disabled.
• Only admin profiles and users can delete product consumed records for serialized products.

Chatter

• The Feed tab in iOS is supported only on the work order, work order line item, service appointment, and case objects. The Feed tab in Android is supported only on the work order, work order line item, and service appointment objects.
• (Android only) Chatter is disabled when the app doesn’t have internet connectivity.

Knowledge

• (iOS only) If images in knowledge articles are hosted outside of Salesforce, they display normally. Images uploaded to Salesforce don’t load correctly. As an alternative, we recommend using an image link that users can open themselves. You can avoid this issue by selecting the option to use POST requests for cross-domain sessions. Find this option on the Session Settings page in Setup.
• (iOS only) Some knowledge articles of supported UI languages, such as Japanese, don't show in the Field Service mobile app.
• (Android only) The Knowledge Article action isn’t visible on the Work Order Overview screen. View knowledge articles using the related list.
• (Android only) In Knowledge Article details, field names such as Title don’t display on Android devices.
• If a device is running in any of Salesforce’s 26 supported languages, the app automatically translates knowledge articles to that language. If the device isn’t running in a supported language, no knowledge articles are shown.
• Settings for optimized images are supported in files uploaded in mobile flows, but aren’t applied to images uploaded in the Chatter Feed.
• (iOS only) If a knowledge article is updated on desktop, users must log out and log back into the Field Service mobile app to see the changes.

Barcode Scanner

• For a list of supported barcodes, see Supported Barcodes.
• (iPad) Barcode scanning isn’t supported in Split View.

Briefcase Builder

• Related lists don't work offline when the records are primed with Briefcase Builder.
• The Product object in the Inventory tab isn’t supported.
• Time sheets aren't supported for offline use via briefcase.
• The Inventory tab isn’t available offline.

Flows

• Compound fields, for example street addresses, can’t be used directly in mobile flows. To access this data, fields such as city and country that comprise the compound field must be used instead.
• Select formula functions and operators are available offline.
• Backslash \ characters, single quotes ( ' ), and multi-line strings aren’t supported in flow formula fields.
• CRM Core App screen flows aren’t supported in the Field Service mobile app. Only Field Service mobile flows are supported.
• Email alert actions aren’t supported in flows.
• Paused flows aren’t supported. If you left a flow in progress or exit the Field Service mobile app, you can’t resume the flow where you left off.
• Flows with many CRUD operations can take a long time to process. To speed up this process contact Salesforce Support to request that the draft queue is paused.
• Flows cannot have dependencies on Apex or record triggers.
• Flows with deep links can cause issues and are not recommended at this time.
• The wasSelected operator can’t be used in decisions.
• For eval() functions, the boolean values true and false are case-sensitive.
• Hardcoded ID values must be 18 digits long. 15-digit values aren’t supported.
• Fault connectors aren’t supported in flows.
• When uploading images in flows, the content document IDs parameter isn’t supported. Admins must create a flow confirmation screen to show which images were uploaded. Videos and other file types aren’t supported.
• Flows don’t support the following elements. Adding these elements to a flow causes it to display an error.
  • Lightning components (except for file upload)
  • Output parameters on file upload except for “Uploaded File Names”
  • Choice resources with Display Text Input enabled
  • Actions with output parameters
    

    Note Some flows that have actions with output parameters don’t cause an error immediately, but they’re still not supported.
• Flows don’t support the Section screen component.
• Flow picklists that include a default value aren't supported. If you choose a default value, it isn't shown as the default value in the picklist and isn't used in the mobile flow. To work around this issue, add a separate choice that is a constant equal to the value of the default value in the object’s screen picklist value.
• In flows, radio button fields that aren’t required allow the user to select from a list of values, including a --None-- option. --None-- is a null value that allows the field to be optional.
• Flow picklists use the values of the choice set from which the default value is assigned.
• Flow record variables require record fields to be accessed through their field API names. Use of field relationship names isn’t supported.
• Record field lookups are limited to one level of indentation. If more levels are required, use assignment elements.
• Flow text areas have a 2,000-character limit.
• Using semicolons when defining user choices in flow checkbox groups and multi-select picklists isn’t supported. If you use semicolons for user choices, the data doesn’t render accurately.
• Record choice sets don’t retain the value that is selected. A record choice set variable can’t be used to determine what selection was made. However, the component used to make the selection, such as a picklist, saves that value for later use.
• Custom Logic and the or operator within Get elements and the record choice set variable aren’t supported in the Field Service mobile app.
• When using a flow that has a subflow, returning to the main flow from the subflow using the Previous button discards entered data.
• Recently added records from the Field Service org don’t show in mobile flows when using Flow Record Choice Set or the Get element to query from these records. To resolve this issue, log out and then back into the mobile app.
• Flows installed on the Field Service mobile app using a managed package result in an error. We recommend using an unmanaged package instead. This error only occurs on the mobile app.
• HTML text isn’t supported in Flow builder.
• Mobile flows support only these global values:
  • $Flow.CurrentDateTime
  • $Flow.CurrentDate
  • $GlobalConstant.EmptyString
• Flows on desktop and mobile don’t support picklist default values that are derived from an object’s picklist values.
• If a default value is assigned in the picklist component of the flow, then the values are populated from the default picklist field value and not the picklist choice set assigned to it.
• Running a flow as another user isn’t supported.
• Only the following assignment operations for collections are supported:
  • Add
  • Equal
  • Equals Count
• Picklist values are expanded if there are five or fewer values or if the picklist is the only component on that particular flow screen. Otherwise, values are displayed as a dropdown list.
• When a Record Choice Set is used as a data list for a single item picklist in a flow, the screen doesn’t display correctly. To work around this behavior, add additional items to the picklist.
• In mobile flow filtering, the user sees a related list instead of a picklist if these conditions are met:
  • The flow value store always has a specified parent ID (the parameter with ID passed in), unless the parent ID from the value store is nulled.
  • The user creates a screen step in the flow builder with a single field, and that field uses a single dynamic choice as choice reference. Additionally, the dynamic choice isn’t a picklist and contains the parent record ID as a filter.
  • The parent record identified by the parent ID has a dynamic choice type configured as a related list.
• Flows can have up to nine conditions in a decision element.
• Record Choice Sets created using the AttachedContentDocument objects on a Work Order or other supported object don't work in the mobile app. The mobile app doesn't support showing a related list for files within a flow.
• When using the NOW() formula in fields, create a separate formula resource that resolves to NOW(), and use that resource in the validation field. Doing so ensures the latest timestamp is used on the flow launch.
• Flows retain variable values after they’re entered. Clicking the Back button in a flow doesn’t clear the value.
• In Field Service mobile app flows that use the Create Record element, the ID populates with the app’s cache ID. This cache ID isn’t the newly created record’s ID. To access the cache ID in a flow on the app, you must turn on the option "Use separate resources, and literal values" in the Create Record element.
• Chaining of formulas in the same flow step isn’t supported.
• Collection Choice Sets aren’t supported in flows.
• Changing the name of or hiding navigation buttons in flows isn’t supported in the Field Service mobile app.
• When a mobile flow contains an image, the BeforeInsert trigger in Apex can cause an error.
• To remove access to custom objects, log out and then back into the mobile app.
• Conditional visibility isn’t supported, with the exception of Data Capture.
• The In and Not In operators in flows aren’t supported in the Field Service mobile app.
• Dependent picklists are supported in mobile flows but aren’t supported on the desktop site.
• Get elements in a flow are cached locally. Pull to refresh to get new data for Get records. This limitation doesn't apply to users with LDS enabled.
• Rich text in flows doesn’t show color in the Field Service mobile app.
• A custom flow for login must be set up when the Session Activation Required permission is enabled for Field Service mobile users. Without a custom flow for login, mobile users lose access to the Service Resource object and can’t log in to the mobile app.
• Flows that modify the Service Report Language field on the Work Order object don’t work offline.
• New records created using a flow in the Field Service mobile app don’t have the auto-number field data type’s value populated. The field isn’t populated, because the number is generated by the server during record creation and isn’t available locally on the app.
• Flow Builder on web allows users to assign empty values for record fields and are treated as null. However, on mobile, any fields in the assignment block with empty values are ignored, and no empty values are specified.
• You can’t update the chatter feed on a new record from a flow when LDS is enabled.
• Each Create, Update, or Delete action in a Field Service Mobile Flow runs as a separate transaction, meaning each action is processed individually. This behavior differs from the desktop experience, where multiple record changes can be grouped into a single transaction.

Data Capture

• Create, update, or delete operations can only be added to the end of the flow. You can’t add screens after or between any Create, Update, or Delete operations. Create, Update, and Delete operations can be in any order, as long as they are all at the end of the flow.
  

  Note This constraint protects the integrity of offline functionality. Create, Update, and Delete operations can only be executed while a mobile worker is online. When a mobile worker is offline, these operations can’t execute until the mobile worker is online again.
• Create Records, Get Records, Update Records, Delete Records operations can only be used to retrieve records of User Interface API enabled objects. You can find a list of supported objects at All Supported Objects.
• Get Records operations can only be used to retrieve records of User Interface API enabled objects. You can find a list of supported objects at All Supported Objects.
• Subflows are supported, but you can’t use Create, Update, or Delete operations with them.

Lightning App Extensions

• The Salesforce app can launch and accept parameters for Visualforce pages exposed as a Lightning Page Tab. However, the Lightning Page Tab name can’t have any spaces in it.

Lightning Web Components (LWCs)

• LWCs in Field Service Mobile do not fetch picklist values during priming. As a result, LWC page references aren’t primed.
• Priming times when SLDS is enabled are significantly affected by the LWCs that are being primed. Customers who experience long priming times may have LWCs that trigger numerous adapter calls during Komaci priming.
• Service Appointments and Work Orders are not supported for LWC Quick Actions.
• Implement state saving in LWC actions to allow users to perform other tasks in the Field Service mobile app while an LWC action is running. Without state saving, if users leave the LWC action to perform other work in the web browser, Android devices will reset the in-progress LWC's state.
• Tabs containing content, such as forms that use LWCs, can reset and lose their content. On iOS, this issue occurs when switching between LWC tabs. On Android, it can happen when switching between any tab types and when rotating the device.

Quick Actions

• For Salesforce Lightning Data Service-enabled environments, global quick actions don’t refer to the record type fields.
• Lightning Component and custom override quick actions aren’t supported.
• Quick action values aren’t updated when working offline.
• Quick actions can override the permission "accurate record dates for offline", causing inaccurate logging after the app comes back online.
• Custom icons in quick actions aren’t supported.
• Quick actions with default values can take up to a minute to render during poor or unstable network connectivity.
• Service Appointments and Work Orders aren’t supported for LWC Quick Actions.

Resource Absences

• If you haven’t primed or viewed any resource absences, you receive a network error when you try to create and view resource absences offline.

Work Orders

• To numerically sort work order line item records, use this format:
  • Add a zero, if needed, to create a two-digit number. For example, 02 correctly sorts before 12.
  • If 100 items or more are required, create a text field and add numeric values prepended by zeros to create a three-digit number. Then, sort on that field. For example, 002 and 012 correctly sorts before 100. However, Field Service on desktop doesn’t support preceding zeros. To sort correctly on the desktop, define the sort order by 10 on a number field of a custom object, for example, 10, 20, 30.
• For the Overview tab to be visible, work order line item page layouts must include the Asset field and the Service Report related list.
• Searching the price book fails if you assign rich text area fields to the Product object’s search layout.
• Work orders allow a maximum of 1,000 work steps per work order. However, the total length of all fields in the Work Step object must not exceed 20,000 characters. If you exceed this limit, some work steps don’t appear in the mobile app.
• If sharing isn't enabled for the Work Order object, work orders disappear from the search list view in the Work Order lookup after the user logs out of the Field Service mobile app.

General Limitations

• When displaying related lists in the mobile app, such as the work order line items for a work order, the number of records returned is determined by the size of object and the fields on that object..
• Plain text fields no longer support rich text or HTML content.
• Time fields without a date aren’t supported in the Field Service mobile app.
• Under the profile tab, only 10 resource absence records are displayed.
• The Notes related list isn’t supported.
• Related lists are limited to displaying 50 records due to performance concerns with GraphQL queries. The 50-record limit for related lists in Field Service Mobile can be overridden using the RELATED_LIST_LIMIT_OVERRIDES custom app setting.
• Visualforce pages aren’t supported in the app, including actions and Visualforce components on page layouts.
• Lookup filters aren’t supported.
• Enhanced notes aren’t supported.
• Users aren’t able to change the ownership of objects like Service Appointments or Work Orders.
• In some countries, certain mapping features, such as driving directions and ETA, aren’t supported for Apple or Google maps.
• If a user’s device is offline, its location data can’t be accessed. When the device is back online, its last known location is sent to Salesforce.
• The Contact Card section on the Work Order Overview screen displays the contact associated with the Service Appointment, rather than the Work Order. To view the Contact Card, make sure to populate the Contact field of the Service Appointment.
• Paging isn’t supported for SOQL queries. The maximum number of records a query can return is 2,000.
• Formulas aren’t supported on the Details tab.
• If a default list view is selected, all list views that a user has access to are shown in the app. There’s no way to hide or suppress specific list views in the Field Service app.
• If a selected picklist value is inactive, it isn’t shown in the Field Service app, but it’s shown on the Field Service desktop application.
• If the launch field value passes a URL from a formula field value, App Extensions throw an error that a required app isn’t installed.
• Default values in Time Sheet Entry fields don’t populate on the Field Service mobile app.
• If the currency field is updatable, it’s displayed as a number without a currency symbol and obeys the field decimal places setting. However, if the currency field isn’t updatable, it’s displayed as a number with a currency symbol and two decimal places only.
• When a currency field supports multiple currencies, only the set amount shows in the mobile app. Currency conversions aren’t displayed.
• If the record type field isn’t on the page layout when a resource absence is created, the default record type is automatically set. To work around this issue, add the Record Type field to the resource absence page layout.
• User Profile on the User page and RecordType on the Work Order Details page aren’t supported as layout objects, but they can appear as links in the Field Service mobile app. Clicking these objects shows an error message and a blank screen.
• Record pagination isn’t supported in the Field Service mobile app.
• Notification settings use the mobile settings assigned to the user initiating the request, not the user receiving the request.
• If an object hasn't been primed or previously accessed, including new records, it isn't visible from another object’s UI.
• When launching the mobile app, the lock screen keeps the same screen orientation, which can’t be changed by rotating the device. To change the lock screen orientation, close the mobile app, change to the desired orientation, then relaunch the mobile app.
• Mobile Extension Toolkit (MET) isn’t supported in SLDS. Customers must migrate their MET to a Lightning web component (LWC) for use with SLDS.
• During OAuth 2.0 authentication, Salesforce creates a temporary short-term session to bridge the gap between login and the Salesforce authorization (Allow Access) screen. This temporary session, which uses a cookie, isn’t tied to the OAuth refresh or access token and therefore isn’t invalidated at logout. Instead, the session remains valid until it expires. The most recently authenticated customer remains logged in until the temporary session expires and they’re temporarily unable to log out. These sessions have an intentionally short lifetime, after which the user can log in normally.
• In environments enabled with SLDS, the field values OldValue and NewValue can’t be loaded in Histories related records.
• Related lists don’t show details of Salesforce objects that you can’t include in a page layout, such as Work Order History.
• The Field Service mobile app doesn't support free-form text entries in picklists.
• If a network error occurs, the Field Service mobile app can attempt to recreate a link from a record to a content document resulting in the error message, “Document with ID XXXX is already linked with the entity with ID YYYY". This issue can also occur when uploading images in flows. To prevent these false error messages from showing, set the custom attribute DUPLICATE_AVOIDANCE toTrue. This issue occurs only when Lightning web components aren’t enabled.
• Apps that use Experience container aren't fully duplicated in Partial Copy, Developer Copy, or Developer Pro Copy sandboxes. Data is copied only in Full Copy sandboxes, which carries over to Experience container as well.
• When an image is stored in an embedded binary store from the feed tab, it isn't available in the Files related list.
• Biometrics aren’t supported for the Field Service mobile app. Don’t add the Biometric custom attribute to the connected app.
• Icons in the Field Service mobile app are not customizable.
• When you create Partial, Developer, or Developer Pro sandbox copies, only the metadata from the production org is copied, not the data. To ensure both metadata and data are copied, use a Full Copy sandbox.
• Backdating is availble via record creation, not record updates. Use the permissions mentioned in this Knowledge Article.
• Related lists for person accounts don't work properly if the related list doesn't use Account as the lookup field.

Android Only

• The Event Insights card is available only on Android devices.
• Some device makers prohibit using commas as a decimal separator in their standard app keyboards. To work around this issue, download a new keyboard app, or copy and paste the comma from another input in the application.
• By default, you must use a Lightning app extension to automatically open records in the Salesforce app.
• Features that use Google services like push notifications and Google maps aren’t supported in China.
• Related list file previews are limited to .pdf, .html, and .txt file types. To view other file types you must have third-party apps installed. For example, to view spreadsheets you must download an application like Google Sheets.
• Dark mode isn’t supported.
• Some Android devices running Android 11 reset flow states when the device screen is rotated. To avoid this issue, lock the device's screen rotation.
• Hex values defined in mobile settings must be six digits.
• Tabs that are customized using the Field Service Mobile App Builder don’t maintain their current state when switching between tabs and when rotating the device. To avoid this issue, lock the device's screen rotation.

iOS Only

• iOS devices automatically stay awake during priming without the user tapping the screen. If low power mode is on, the device doesn’t stay awake during priming.
• Custom list views can take a minute or more to sync.
• Only plain text is supported for rich text fields.
• Default values aren’t available in offline mode.
• Lookup fields like Account aren’t supported on the Schedule, Work Order, and Work Order Line Item tabs.
• Custom override on actions isn’t supported, including custom override on lookup logic.
• Apple limits what apps can do while in the background or when the device is locked, which is important when priming. Always prime to completion before going offline.
• In iOS, the Waze app recommends using coordinates rather than addresses to specify a destination for optimal navigation accuracy.
• In iOS14 and later, the Field Service mobile app doesn’t comply with the default app settings you set. For example, if you choose Outlook or Gmail for email, Field Service ignores the setting and instead uses the iOS Mail app, which is the Field Service default.
• Actions in landscape orientation aren’t supported. Actions are only shown in portrait mode.
•  iOS has a 24-hour format setting that overrides other time settings regardless of the device's region or locale. This format override impacts some components, such as the date and time picker and flow fields.
• You can’t copy and paste data from apps that aren’t Salesforce, such as Safari, when DISABLE_EXTERNAL_PASTE is set to TRUE in the connected app settings.
• In iOS 15, the iPad calendar view doesn’t show dots to indicate that a service appointment exists.
• In iOS, an ETA and driving directions are provided only if the user is within 1000KMs of the destination.
• In iOS, photos uploaded from the Field Service mobile app intermittently include unwanted white space. To prevent this issue, delete the MAX_IMAGE_UPLOAD_SIZEconnected app setting. Alternatively, when taking landscape photos in the Field Servive mobile app, ensure your device's camera orientation sensor is triggered. The sensor is active when the zoom factor buttons visibly change their rotation. Simply tilting the device "flat down" (screen facing up) from a portrait position, and then rotating it clockwise/counterclockwise, may fail to trigger the orientation sensor.