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            Fix Field Service Scheduling Overlaps

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            Fix Field Service Scheduling Overlaps

            Fix overlaps that dispatchers made in the Gantt to reschedule appointments that overlap with other appointments or absences. Dispatchers can fix overlaps directly from the Gantt for each resource that has overlaps. You can fix overlaps automatically by enabling the feature in the Field Service Admin app. The Fix Overlaps feature from the Gantt isn’t available when using Enhanced Scheduling and Optimization. Automatically fixing overlaps isn’t available when Scheduling recipes are used.

            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.
            User Permissions Needed
            To fix overlaps from the Classic Dispatch Console: Fix Overlaps

            Package icon This is a Field Service managed package feature.

            If a service appointment overlaps with other appointments or absences, you can use several features to fix the overlaps. See Manage Field Service Scheduling Overlaps.

            Fix Overlaps Manually from the Classic Dispatch Console

            Fix overlaps from the Classic Dispatch Console by clicking Fix Overlaps in the menu beside the service resource’s name in the Gantt.

            Fix Overlaps Automatically

            1. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab. Then, click Scheduling | Dynamic Gantt.
            2. Under Fix Overlaps, enable Automatically fix overlaps when an appointment overlaps with another appointment or absence.

            Considerations

            • Fix Overlaps respects the original order of scheduled appointments. The earliest appointment remains the earliest and the last remains last.
            • Fix Overlaps reschedules appointments only within the given day. If the operation progresses to use the Reshuffle action, appointments can be rescheduled to another day.
            • Fix Overlaps considers only service appointments in the Scheduled or Dispatched Status Category, except for the service appointment that you move causing the overlap, which can have any status.
            • Fix Overlaps doesn't run on past service appointments.
            • Fix Overlaps isn’t supported for capacity-based resources.
            • When Fix Overlaps unschedules and reschedules service appointments from the Gantt, it ignores the settings in the service appointment lifecycle.
            • When a service appointment is scheduled by Fix Overlaps, the appointment’s Schedule Mode is set to Automatic.
            • Automated Scheduling (scheduling recipes) gives an optimized solution for Fix Overlaps scenarios. It allows you to run Resource Schedule Optimization for the day of overlap and fill in new appointments when appointments finish sooner than planned.
            • Fix Overlaps doesn't reschedule or unschedule service appointments in pinned statuses (as configured for scheduling) or service appointments marked as pinned. If all of the overlapping service appointments have a pinned status, or their Pinned field is selected, then Fix Overlaps isn't triggered.
            • Customize Fix Overlap Scheduling Settings
              Customize how overlaps are fixed automatically in the Gantt. You can define how rescheduled appointments are assigned and the order in which to reschedule unscheduled appointments. You can also define what steps to take if a valid schedule isn’t found.

            See Also

             
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