Troubleshooting Common Issues for Quick Scheduling in Dynamics 365 Field Service

By Ron Ellison | November 15, 2024

Quick Scheduling in Dynamics 365 Field Service Screenshot

Quick Scheduling in Dynamics 365 Field Service provides users with the ability to launch a lightweight simplified version of the scheduling assistant without leaving the Work Order that you are trying to book.

In certain cases, you may attempt to book a work order via the Quick Book button and find that no resources are returned as available to select. This might come up even if you know there are bookable resources available with the capacity to fulfill the work order based on the requirements defined.

In this blog, we will give you a brief overview of Quick Scheduling in Field Service and then address some common issues and ways to troubleshoot them.

What is Quick Scheduling in Dynamics 365 Field Service?

Quick Scheduling in Dynamics 365 Field Service allows dispatchers to assign work orders to field technicians with minimal effort. It leverages key details such as technician availability, proximity, and skill set to provide optimal scheduling suggestions.

Quick Book in Dynamics 365 Field Service

This tool is particularly beneficial for businesses managing high volumes of work orders or operating in dynamic environments where quick decision-making is critical. By automating much of the decision process, Quick Scheduling improves operational efficiency and ensures faster response times for customers. Additionally, it works in harmony with more advanced scheduling tools, like the Schedule Board and Resource Scheduling Optimization, making it a flexible option for both simple and complex scenarios.

Common Issues with Quick Scheduling in Field Service and How to Address Them

Let us look at some setup-related issues that can lead to the Quick Book feature not functioning as expected when trying to book a work order.

Work location as specified on the work order and start location as specified on the bookable resource

  • There is a Work Location column on the Work Order record and a Start location/End Location on the Bookable Resource record, this is a choice column with the following options on the Work Order.
    • Work Location
      • Onsite
      • Facility
      • Location Agnostic
    • o Start / End Location on the Bookable Resource
      • Resource Address
      • Organization Unit Address
      • Location Agnostic
  • The default value for Work Location on a Work Order is Onsite
  •  the default value for Start Location/End Location on a Bookable Resource is Location Agnostic
  • Quick Book will ignore Bookable Resources with a Start Location of Location Agnostic when presenting a list of Resources to fulfill a Work Order that has its Work Location specified as Onsite.
    • The Start Location for a Bookable Resource must be specified as either Organizational Unit Address or Resource Address for Quick Book to consider a Resource for a Work Order that has Onsite specified as the Work location.

Service Territory as specified on the Work Order and Resource Territory as specified as a related record to a Bookable Resource

  • There is a Service Territory Lookup column on Work Order records.
  • Bookable Resources have a related table called Resource Territories that is used to specify Territories for Bookable Resources
    • A bookable resource can be associated with multiple territories via the Resource Territory table.
  • If a Service Territory is populated on a Work Order and the same Service Territory is not associated with a Bookable Resource as a ResourceTerritory, Quick Book will not present the Bookable Resource as an available resource to fulfill that Work Order.
    • Ensure that the appropriate Territories are associated to Resources if a Service Territory is applied to a Work Order.

Resource Scheduling Parameter > Scheduling Assistant > Default Radius Value

  • If the Work Location on the Work Order that you are trying to quick book is specified as Onsite and the Start Location on a Bookable Resource is specified as either Organizational unit address or Resource address
    • Quick Scheduling considers the default radius value that is specified in Scheduling parameters  Schedule Assistant  Default Radius Value
    • This is set to 20 miles by default out of the box.
      • If the distance between the Start Location of the Bookable Resource and the address on the Work Order is greater than the Default Radius Value in Scheduling Parameters, Quick Book will not present the Bookable Resource as an option for the Work Order
      • I have also found that if the Default Radius Value is not populated with anything, and the Start location for a Bookable Resource is an Organizational unit address or Resource address and the Work Orders Work Location is set to Onsite.
  • Quick Book does not present the Bookable Resource as available to select for the Work Order.

Reach out to Stoneridge Software to Learn More!

No software operation comes without issues, but partnering with Stoneridge Software can help you address those issues. Our experts can help you come up with creative solutions to help your system get back on track when issues come up.

Contact us for more information. 

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