Field Service Enhanced Scheduling and Optimization Error Messages

A resource absence can’t be created or modified if it overlaps with multiple multiday service appointments.

To fix this:

• Make sure that there is only one multiday service appointment in the optimization request. Schedule the multiday work manually and then pin it.
• Schedule the multiday work manually and then pin it.

A complex work chain must be scheduled in its entirety to maintain all service appointments together according to their dependencies. Partial scheduling of the complex work chain isn’t supported. The complex work chain is scheduled as a whole, or not at all.

When a service appointment is canceled, it can’t be assigned to a service resource to ensure the resource's availability for other valid appointments. If any service appointment within the complex work chain can’t be scheduled, such as when it's canceled, the entire chain can’t be scheduled.

To fix this:

• Remove the canceled service appointment from the complex work chain by ensuring it has no dependencies on other service appointments, and that other appointments in the chain aren’t dependent on it.
• If necessary, update the status of the canceled service appointment based on the configured appointment status flow.

The service appointments within the complex work chain can still be manually scheduled and pinned. If you manually schedule these appointments, the appointments are flagged as rule-violating and removed by the scheduling and optimization processes, unless they’re pinned or included in the Keep Scheduled criteria.

Unscheduled service appointments aren’t subject to scheduling rules compliance.

To fix this, schedule the service appointments and then check rules, or avoid checking rules at this time.

To fix this, verify the validity of the service appointment. If the problem persists, contact Salesforce support to open a case.

You don’t have permission to access the operating hour’s time zone.

To fix this, ask your Salesforce admin to grant you access to query operating hours.

The scheduling policy has conflicting Working Territories work rules. This conflict can be due to:

• How the fields in the Working Territories work rules are defined.
• Overlapping criteria that the Working Territories work rules apply to.

To fix this, review the Working Territories rules in the scheduling policy and update the rule definitions accordingly.

Complex work chains can’t have circular dependencies within the chain such that the service appointment dependencies in the chain create a loop. For example, you can’t have service appointment SA1 with the Same Start dependency on service appointment SA2, while at the same time service appointment SA2 has a Start After Finish dependency with service appointment SA1. Or, service appointment SA1 has a Start After Finish dependency on service appointment SA2, while service appointment SA2 has a Start After Finish dependency on service appointment SA1.

To fix this, remove invalid dependencies from service appointments in the complex work chain.

The Extended Match work rule functionality is based on linking two objects via a junction object. See Work Rule Type: Extended Match.

To fix this, open the work rule settings for the Extended Match work rule identified in the error. Make sure that the Linking Object and Linking Object Reference fields are set with the correct values.

An external reference ID is the transaction ID that is used internally.

To fix this, review your customizations and check that each API call for optimization request has the external identifier set. Refresh and try again, or contact your Salesforce support to open a case.

The service appointment overlaps with another service appointment that’s part of a complex work chain.

To fix this:

• Identify where the service appointment overlaps with a service appointment that’s part of a complex work chain, and reschedule the service appointment manually so that it doesn’t overlap with it. We recommend scheduling the service appointment to a non-rule-violating position.
• Unschedule the service appointment and then reschedule it using a scheduling operation.
• Unschedule the whole complex work chain and reschedule it.

The platform integration user (PIU) doesn’t have the required access permission.

To fix this, make sure that the PIU has the required access permissions. Or, ask your Salesforce admin for help.

Data loading is limited to 5000 service appointments or 6000 objects per request. The request has exceeded this limit.

To fix this, reduce the number of objects sent in one of these ways:

• Reduce the defined horizon.
• Reduce the number of service territories sent in the request.
• Apply criteria to the service appointments that you want to optimize in the request.

The Keep Scheduled functionality is based on a boolean field criteria. See Manage Scheduled Jobs in Field Service. The selected field name doesn't exist or isn't a boolean.

To fix this, open the scheduling service setting and make sure the field selected for keeping appointments scheduled is valid, spelled correctly, and boolean. Save your setting changes and try again.

Every scheduling action requires a scheduling policy. Scheduling actions triggered for the dispatcher console can’t be performed without a default scheduling policy defined for the dispatcher console UI.

To fix this, ask your Salesforce admin to define the default scheduling policy.

Every scheduling and optimization operation requires a scheduling policy that defines the scheduling rules and objectives. Every scheduling policy must include a Resource Availability work rule to define the resource’s working hours and breaks.

To fix this:

• Open the scheduling policy indicated in the error message, and make sure a Resource Availability work rule is included. If you already have a relevant Resource Availability work rule, you can select it, or you can create a Resource Availability work rule and add it to the scheduling policy.
• Make sure that the Resource Availability work rule criteria include the relevant service resources for this policy.

You don’t have the relevant permissions to perform the action on the specified object.

To fix this, ask your Salesforce admin to assign the relevant permission to the specified object type for users triggering the optimization services on those objects.

The system returned an empty optimization result.

To fix this, refresh and try again, or contact your Salesforce support to open a case.

Every scheduling action requires a scheduling policy. The scheduling policy sent as part of the scheduling operation couldn't be found. This can happen if the scheduling policy is deleted. Scheduling actions triggered for the dispatcher console can’t be performed without a default scheduling policy defined for the dispatcher console UI.

To fix this, ask your Salesforce admin to define the default scheduling policy.

A complex work chain can have a maximum of 5 service appointments in the chain, otherwise it can’t be scheduled.

To fix this:

• Schedule the long complex work chain manually and then pin it.
• Split the long complex work chain into 2 shorter complex work chains.

To find candidates, you need a service resource that’s located in the area, has the relevant skills and availability, and complies with any relevant work rules set.

To fix this:

• Make sure you have service resources in the area with the relevant service territory assigned as primary or secondary during the appointment’s time frame.
• Make sure there are service resources that comply with all the set work rules.
• Make sure you have service resources with relevant availability during the appointment window time.

Scheduling and optimization services require operating hours data.

To fix this, check that all service resources have operating hours.

Service resources must have a primary service territory or a relocation service territory assigned to them whenever work is scheduled.

To fix this, make sure that the service resource has an assigned primary service territory or relocation service territory within the specified date range. We recommend that you check that the service resource always has primary or relocation service territory membership

This error indicates that there’s no overlap between when the relevant service resources are available to handle this service appointment, and when the service appointment can be scheduled in terms of available time slots.

To fix this, make sure that there’s an overlap between the service resource availability and when the service appointment can be scheduled.

• Review the operating hours for the relevant service resource candidates (candidates with matching skills and service territory memberships).
• Make sure the time slots overlap (coincide) with the relevant service resources’ operating hours. If there’s no overlap, update the operating hours accordingly.
• Update the relevant service resources’ operating hours to overlap with the time slots.

To fix this, refresh and try again. Or, ask your Salesforce admin for help.

Enhanced Scheduling and Optimization isn’t enabled.

To fix this, see Enable Enhanced Scheduling and Optimization.

An internal error occurred.

To fix this, we recommend that you try to trigger the action again or contact your Salesforce support to open a case.

An internal error occurred.

To fix this, we recommend that you try to trigger the action again or contact your Salesforce support to open a case.

An internal error occurred.

To fix this, we recommend that you try to trigger the action again or contact your Salesforce support to open a case.

To avoid concurrency issues, you can’t trigger the same service on the same data more than once at any time

To fix this, make sure only one transaction is triggered at a time. To identify who triggered an operation, ask your Salesforce admin to look at the Activity Report.

The optimization request exceeded the 5000 service appointment limit.

To fix this:

• Reduce the number of service territories in the optimization request.
• Reduce the optimization request horizon, or, if your whole dataset must be optimized, split the request into 2 optimization requests.

The maximum number of service territories optimized in a request is 100. The optimization request exceeded this limit.

To fix this, reduce the number of service territories in the optimization request. Or, if your whole dataset needs to be optimized, split the request into 2 optimization requests.

We recommended that you review Manage Scheduled Jobs When Using Enhanced Scheduling and Optimization to learn more.

Breaks can’t overlap.

To fix this, review the service resource’s breaks within the horizon and identify the ones that overlap. Change the breaks so that they don’t overlap.

A shift (including the job and travel time, or resource absence) can’t overlap with the next shift's job or travel time, or resource absence.

To fix this:

• Make sure that the addresses on the shifts and the home base are well defined without typos or mistakes.
• Make sure that the addresses on the shifts and the homebase were geocoded properly and are valid coordinates (latitude and longitude).
• Change the location of the shift to be closer to the service resource’s home base.
• Relocate the service resource to a location closer to the shift location.
• Change the service resource’s home base if relevant.

The system supports overtime hours only at the end of the service resource’s working hours.

To fix this, update the overtime hours to be at the end of the shift during the optimized horizon.

The system can’t move Pinned service appointments.

A service appointment can be pinned in 2 ways:

• Each service appointment has a Pinned field. If this field is selected, the specific service appointment can’t be updated during optimization and it stays in its place.
• Implementers can define specific statuses as pinned statuses. All service appointments in these pinned statuses are treated as pinned and can’t be moved.

To fix this:

• Review the resource specified on the date indicated and identify the service appointment that is a part of the complex work chain and pinned outside of working hours.
• Unpin the service appointment and move it manually to be within working hours (you can then pin it again).

When you reschedule a service appointment that’s part of a complex work chain, the whole chain is affected due to dependencies between the chained service appointments. The service appointment can’t be scheduled because it’s part of a complex work chain that includes a pinned service appointment that overlaps with another service appointment, travel time, or resource absence.

To fix this:

• Unpin the pinned service appointment.
• Manually schedule the service appointment.

Recurring visits are a sequence of visits with the same features that require a repeating shift pattern. To ensure scheduling as expected, the frequency of the recurrence pattern must correlate with the frequency range for the frequency type (Weekly, Monthly, or Yearly). The request includes a frequency and a range that don’t match.

To fix this, update the frequency to match the range required for the frequency type.

Recurring visits are a sequence of visits with the same features that require a repeating shift pattern. The defined recurrence pattern definition supports a weekly frequency. The request includes a frequency that isn’t weekly.

To fix this, change the recurrence frequency to Weekly.

Recurring visits are a sequence of visits with the same features that require a repeating shift pattern. To ensure scheduling as expected, the frequency of the recurrence pattern must correlate with the number of visits (days). The number of days is less than the required frequency selected such that the frequency and the number of days in the request don’t match.

To fix this:

• Update the number of visits to match the frequency.
• Update the frequency to match the number of visits.

Recurring visits are a sequence of visits with the same features that require a repeating shift pattern. When the number of visits in the recurrence pattern is set below 2, the service appointments are considered standard non-recurring visits and there’s no recurrence pattern.

To fix this:

• Update the number of visits to 2 or more.
• If this request is for a single visit, use the standard scheduling method for non-recurring visits (standard service appointments).

Some request types have a timeout defined in the system.

To investigate the timeout reason, contact your Salesforce admin and provide the transaction ID. Or, try to trigger the action again to be sure the error wasn’t a result of a momentary extreme load.

When rescheduling a service appointment, the current and new schedule horizons are considered. The combination of these horizons can create a request with a data horizon that exceeds the allowed limit.

To fix this, unschedule the service appointment and then reschedule it to the relevant date. This reduces the data loading of the original schedule.

Recordset filter criteria is used for designated work. You don’t have access permissions to the required recordset filter criteria field.

To fix this, provide access to the criteria field specified in the recordset filter criteria rules. Or, ask your Salesforce admin for help.

Service resources must have an assigned primary or relocation service territory if they have an assigned secondary service territory.

To fix this, assign a primary or relocation service territory to the resource.

Each service resource allocated to a service territory must be assigned with the start date of allocation for this territory. If not, the system can’t identify when it can allocate jobs for the service resource in this territory.

To fix this:

• Review the specified resource territory allocations for primary, secondary, and relocation territories.
• Make sure every allocation has a start date.

To fix this, verify the validity of the service appointment. If the problem persists, contact Salesforce support to open a case.

We recommend that you try to trigger the action again. If the problem persists, contact Salesforce support to open a case.

Review the service resource’s primary, secondary, and relocation service territory memberships, and make sure that at any given time, all territories that the service resource is assigned to are within the same time zone.

To fix this, assign the relevant access permission to the service territories for users triggering the optimization services on those territories.

When enabling Enhanced Scheduling and Optimization by territory, all service appointments in a request must be allocated to territories that are all handled by the same optimization engine.

To fix this:

• Make sure that all service appointment territories in the request are using the same engine.
• Revise the group of service territories that are optimized together to avoid using different engines.

The service appointment's territories must all use the same optimization engine.

To fix this:

• Review what engine the service territories are using (if enabled for Enhanced Scheduling and Optimization or not) and then use separate optimization requests for the territories accordingly.
• Use the same optimization engine for all of the service territories.

When enabling Enhanced Scheduling and Optimization by territory, all service resources must be allocated to territories that are all handled by the same optimization engine.

To fix this, make sure that every service resource’s primary, secondary, and relocation territories are using the same optimization engine.

The system can’t move Pinned service appointments.

A service appointment can be pinned in 2 ways:

• Each service appointment has a boolean out-of-the-box Pinned field. If this field is selected, the specific service appointment can’t be updated during optimization and it stays in its place.
• Implementers can define specific statuses as pinned statuses. All service appointments in these pinned statuses are treated as pinned and can’t be moved.

To fix this, review the service appointments listed in the error message:

• For every service appointment, validate whether its Pinned field is selected (deselect to unpin).
• For every service appointment that has the Pinned field deselected, review its status. If the appointment’s status is part of the pinned statuses setting, transition to a different status.

To fix this, review the request to check if you have any customizations calling this request through the API, and validate that the request type is global optimization, resource schedule optimization, or in-day optimization.