Based on the Field Service Guide, our understanding is that if a Resource Absence is created without an address, it will calculate drive time for surrounding Service Appointments using the address on the Service Territory Member for the Service Resource.
"If an absence doesn’t have an address, optimization uses the resource’s home base to calculate travel time to the next service appointment. For a more precise travel estimate, add an address to the absence, such as the location of the previous appointment or an address for the break."
We have been seeing examples where this is not the case. Below are screenshots showing the drive time for an Absence without an address versus the drive time when it's been updated with the Service Resource's home base.
Absence without an address:
Absence with the Service Resource's home address:
Updating the Absence with the address of the previous Service Appointment does not change drive time. Confirming that, without an address, the drive time for the Service Appointment following the Absence is being calculated using the address of the Service Appointment before the Absence.
Curious if there is something we are missing or if our understanding is incorrect.
Thanks!
I'm aware this is old post, but this could be useful for someone else. The issue is due to ESO feature. according to this article https://help.salesforce.com/s/articleView?id=service.fs_create_absences.htm&type=5 "If you're using Enhanced Scheduling and Optimization and there’s no address on the resource absence, optimization and scheduling actions use the location of the last event (Service Appointment or Resource Absence) that has a location to calculate the travel time to the next event. If the resource absence overlaps with the shift end, the resource’s home base location is used to calculate the travel time. If you're not using Enhanced Scheduling and Optimization and there’s no address on the resource absence, optimization uses the resource’s home base to calculate travel time to the next service appointment. For a more precise travel estimate, add an address to the absence, such as the location of the previous appointment or an address for the break."
