Hi All - Lately our Field Service team observed that - Service Appointments are getting scheduled even on top of resource absence. Please find attached screenshot, where appointment got scheduled on top resource absence. . I have confirmed that Resource Availability rule has been configured under our scheduling policy(refer screenshot attached). We are allowing overtime for resources in that rule. Can someone point out any oblivious point I am missing here. This impacting negatively, appointments are popping on their FSL app during off time.
What is that Operating Hours Scheduled Start Work Rule that is included in your policy?
Have you tried unscheduling that Appointment and then within the Gantt, selected and just hit 'Schedule'. That should in essence be doing the same as just calling the ScheduleService without the Arrival Windows Set. Does it still schedule over a non-availability? Also, can you confirm that you are feeding in the same Policy id into the API Call as the one you have in focus there on the Gantt?
