When the available resource count on a callout requirement is zero or blank, use these checks to find why Field Service returns no eligible resources.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited editions with Energy & Utilities - Growth, Field Service for Energy & Utilities, and Contractors for Energy & Utilities |
After you create a resource callout, the callout process generates a resource callout requirement record for each pay grade and populates its available resource count. When that count is 0 or null, dispatchers can't build a usable roster. The cause is different for a null count than for a zero count, so start by checking which one you see.
- When the Available Resource Count Is Null
A null count means that the availability step didn't run or didn't write back to the requirement record. - When the Available Resource Count Is Zero
A zero count means that the flow ran, but Field Service found no resources that satisfy the scheduling policy. The callout process uses a scheduling policy named Emergency, which is made up of work rules and goals defined in the Field Service managed package. Verify that the service appointment linked to your resource callout satisfies the policy's work rules, and that resources are members of the same service territory. - Work Rules in the Emergency Scheduling Policy
Work rules are hard constraints. A resource must satisfy every rule to be considered available. - Goals in the Emergency Scheduling Policy
Goals are soft constraints that influence ranking. They don't eliminate candidates. The Emergency policy uses one goal, ASAP, which prefers the earliest available time slot. Among resources with equal availability, the ASAP goal uses a Least Qualified strategy with the priority field to deprioritize the most qualified resources, which preserves them for higher-complexity jobs. - Additional Availability Checks the Engine Makes
Beyond the explicit work rules and goals, the Field Service GradeSlotsService engine applies these implicit checks.