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* Salesforce Field Service *

Welcome! This group is dedicated to your success with Salesforce Field Service. Join the conversation here to stay up to date on the product, learn best practices, and everything in between. Use this group to review resources, ask questions, help each other, and share experiences. --------------------------------------- This group is maintained and moderated by Salesforce employees. The content received in this group falls under the official Forward-Looking Statement: http://investor.salesforce.com/about-us/investor/forward-looking-statements/default.aspx
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Bruce Stewart (Field Service Architect en Tinker Time Labs)
Ayer, 19:12
Gantt Custom Actions - from Map - Polygons?

I have made custom actions before, but have NOT ventured to the map. 

I would like to run a custom action from a selected Map Polygon (and my action does show up there). 

However, in the VF and Lightning Out components I generated around it, I appear to only be collecting the SA Id(s) surrounded by the polygon on the map at that time. 

Is there any known way - perhaps via "additional parameters" to obtain the Id of the Polygon that was right clicked and the action was run from?   

 

I think another way of asking my Q is that the docs specify 3 x action types: CustomGanttServiceResourceAction, SA, and RA.  So ... other than running from the map or a polygon on the map, is there no 4th type "CustomGanttPolygonAction"? 

 

FYI Docs

https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_dev_code_samples_dispatcher.htm

1 respuesta
  1. Rajamani Neelamegam (Otis elevator company)
    Ayer, 21:07

    I think this is not currently supported. There is no CustomGanttPolygonAction, and the Polygon ID is not passed through additionalParameters. The action only receives the Service Appointment IDs within the selected polygon.

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Christopher Kulka (Field Service Operations Manager en Invisible Fence Brand)
17 sept, 20:55
Scheduling Console Map

I noticed that the map in the Scheduling Console no longer has the ability to enter addresses. Is there ay functionality to add a "search" feature to it, like the Classic Gantt map had?

2 respuestas
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Alejandro Amigorena (Vice President of IT - International en Watsco Inc.)
14 sept 2021, 18:32
Did I miss the part about Self-Service Scheduling? What about the Work Plan custom actions?

#SalesforceLive

1 respuesta
  1. Sai T (Raleigh Developer Group)
    16 sept, 21:05

    Hi Alejandro, 

     

    Could you share a little more detail about which Salesforce Field Service release or Salesforce Live session you’re referring to? 

     

    For the Self-Service Scheduling and Work Plan custom actions questions, the exact release/version and feature context would help clarify whether these capabilities were available, changed, or had specific limitations at that time. 

     

    If you can share the session or release notes you’re referring to, that would help narrow it down. 

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Dash Foster (Customer Experience Associate en Orchard)
1 sept 2022, 20:58
Resource Absences Without Addresses Not Calculating Drive Time Using Resource's Home Base

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:

Resource Absences Without Addresses Not Calculating Drive Time Using Resource's Home Base

 

Absence with the Service Resource's home address:

RA with Home Base Address.png

 

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!

9 respuestas
  1. Mahesh V (Infosys Limited)
    14 sept, 20:33

    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."

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Barrie McMillen (Business Analyst en ACG/AAA)
8 sept, 19:59
Does Salesforce allow donut polygons?

I need to know if Salesforce allows donut polygons. Basically, a polygon within another polygon. I want these polys to be independent of each other and they do not overlap. Does anyone know if we can do this? Use case, I have a large rural service territory, and deep within, there is an Air Force Base that needs it's own poly. A specific group will service this area.  

Does Salesforce allow donut polygons?

 

 

4 respuestas
  1. Bruce Stewart (Tinker Time Labs)
    9 sept, 14:50

    I would do as you describe - leave a tiny "alley" not covered - make it as narrow as possible. Hopefully you can pick that alley where there is not likely to be a SA lat/long.

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Gianni Lotz
15 abr 2021, 21:41

Hi!

 

Is possible to create a report for the Field Service Maps Layers that would show vehicle location history? I am using a 3rd party vendor for location data that doesn't allow an implementation for location tracking via Salesforce Maps(vendor is not offered by Salesforce). I was wondering if something similar would be possible on Field Service Maps using the reports?

 

Thanks!

#FSLOfficeHours 

2 comentarios
  1. Tomasz Grobelski
    9 sept, 07:55

     Be careful guys. I changed the label of the Field Service folder, and after that I could no longer select any reports or use the ones that had already been added. 

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Salvatore Scarpato (Atlantic Technologies S.p.A.)
11 nov 2025, 17:03
Maintenance Plan "Floating Schedule" Not Recalculating Next Work Order Date

Hi all,

I'm trying to use Maintenance Plans, specifically the "Generate on a floating schedule" functionality. My understanding is that this should allow the system to reschedule subsequent Work Orders based on the completion date of the previous one.

Here is my scenario and what I am trying to achieve:

  • I set the frequency to every 30 days (on the Maintenance Work Rule, linked to the Maintenance Asset).
  • The first Work Order (WO-1) is scheduled for November 15.
  • The next Work Order (WO-2) is therefore initially planned for December 15.

My expectation (the "floating" logic):

  • Scenario A: If I complete WO-1 early on November 10, the next Work Order (WO-2) should be automatically rescheduled for December 10 (30 days after the new completion date).
  • Scenario B: If I complete WO-1 late on November 20, the next Work Order (WO-2) should be rescheduled for December 20.

The Problem: I have run several tests, but it seems that the SuggestedMaintenanceDate on the next Work Order never gets updated. It always stays at the original December 15 date, regardless of when I complete the first Work Order.

My Questions:

  1. What configuration am I missing to make this floating schedule logic work correctly?
  2. Which specific DateTime field on the completed Work Order does the system use to trigger this recalculation? Is it the EndDate on the Work Order object, or the ActualEndTime from the related Service Appointment?

Thanks so much for your help,  Salvatore

@* Salesforce Field Service * 

4 respuestas
  1. Heiko Lindner (Privat) Forum Ambassador
    7 sept, 19:02

    @Joelle Greene can you please give some more context and details, what you want to achive. Thanks

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Guirguis Beshara (Consulting Manager en Uptima)
2 mar 2023, 16:54
Disable Travel Time calculations

I disabled the Calculate travel and breaks setting in Field Service Settings but the travel time is still being calculated!!

Is there any other settings that I missed that would allow me to prevent the travel time calculation?

5 respuestas
  1. Steve Hupp (Accenture)
    3 mar 2023, 14:52

    So I don't recall ever having to do this, but you might try disabling the routing methods to see if that has any impact at all.  Usually that checkbox for Calculate Travel and Breaks should do the trick, at least in my experience.

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Vanitha R (Salesforce Developer(FSL) en Bolt Innovate Pvt Ltd)
2 sept, 13:21
FSL Mobile app - Particular record type name is not visible under related list.

@* Salesforce Field Service *, @Heiko Lindner

 

We are facing an issue in the

FSL Mobile App (Android) related to the Work Order Line Item (WOLI) related list.

We have three WOLI record types configured. When we open a Work Order and navigate to the WOLI related list in the mobile app, the list displays WOLI records along with the fields configured in the related list properties, including the Record Type field.

However, records belonging to one specific record type are not visible in the related list view. Records from the other two record types display as expected. Interestingly, if we open the missing WOLI record directly by clicking its record header or view it from Salesforce desktop, the record and its Record Type are displayed correctly.

The issue occurs only in the Android FSL Mobile App and only at the related list level. We have already performed the following troubleshooting steps:

  • Cleared the mobile app cache
  • Updated the FSL Mobile App to the latest version
  • Logged out and logged back in multiple times
  • Verified that the user has access to all three record types

Despite these steps, records belonging to one particular record type are still not visible in the WOLI related list on Android.

We are trying to identify the root cause. Has anyone experienced a similar issue, or are there any known limitations, filters, mobile layouts, synchronization settings, or record type-related configurations that could cause this behavior in the FSL Mobile App? 

FSL Mobile app - Particular record type name is not visible under related list.

 

 

2 respuestas
  1. Deepak Sharma (Cloud Solution)
    3 sept, 06:46

    Hi @Vanitha R, 

     

     Since the records are visible on desktop/iOS and only missing from the Android WOLI related list, this may be an Android mobile data/related-list limitation rather than a Record Type access issue. 

     

    I would especially check the number/size of fields on WOLI, including Long Text Area fields. Salesforce notes that Android related lists can return fewer records when the related object has a large data footprint, even with RELATED_LIST_LIMIT_OVERRIDES.

    Also verify the WOLI page layout and perform a full sync/logout-login after any configuration changes. 

     

    Hope this helps! 

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Vanitha R (Salesforce Developer(FSL) en Bolt Innovate Pvt Ltd)
25 ago, 15:51
Fsl Mobile app - Create service document button visible under service report

Hi @* Salesforce Field Service * @Heiko Lindner

, 

I enabled the create service document for FSL. So in the mobile app I can find this button under service report but this button added in work order pagelayout. I am pretty much sure this is FSL Standard behavior. even though I need some one help to confirm this one is standard and I need salesforce document as well. as of now I unable to figure it out this in salesforce document. 

Thanks In advance!  

 

Fsl Mobile app - Create service document button visible under service report

1 respuesta
  1. Heiko Lindner (Privat) Forum Ambassador
    27 ago, 15:23

    As far as I know, this is standard behaviour by the mobile field service app. 

    All the actions are derived from the layouts, except the service document action. If you have more the one template, you will see an option to choose the right one.

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