As our org continues to test implementing ESO and the Service Console, it seems that we are having issues with booking appointments when we utilize absence blocks for partial days. If we have a block on a resources schedule say from 8-10am, the book appointment seems to pass on that resource. Not until we manually move an appointment to them does it seem to "open" them to booking. I can book until all resources are full and it will continue to ignore that resource with the absence block. When optimizing, it will move appointments to a resource with a absence on their schedule, just seems the book appointment doesn't see them. Any suggestions?
Hi Christopher,
This sounds like the scheduling/optimization logic may not be evaluating the partial-day Absence Block as expected during the initial booking.
I’d check the resource’s Service Territory Membership, Operating Hours, Absence records, and Scheduling Policy first, and verify that the absence is associated with the correct Service Resource and falls within the resource’s operating hours.
Since optimization appears to recognize the absence correctly but Book Appointment does not, it would also be useful to compare the scheduling policy/optimization settings being used by the two processes.
If you can share the scheduling policy and a sample resource/absence configuration, it would help narrow down what is causing the behavior.
