---
schema_version: "1"
id: de549e2d28f1b9afaa840956c74a23041d56ea8f174ea9025370d0b9a20a8dbf
title: Working in the Field Service Classic Dispatch Console Appointment List
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/pfs_appointments_list.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.pfs_appointments_list.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d7343d8bc032537a37aa459ed1742f0c23c7f04e43f1600065900ebc619e6680
description: Use the service appointment list on the left side of the Field Service Classic Dispatch Console to filter, sort, and search appointments within the list. You can also perform actions on selected appointments.
products:
  - Field Service
release: "264"
---
# Working in the Field Service Classic Dispatch Console Appointment List

Use the service appointment list on the left side of the Field Service Classic Dispatch Console to filter, sort, and search appointments within the list. You can also perform actions on selected appointments.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table>

![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._

The service appointment list shows the appointments associated with the service territories you loaded to the Gantt or the appointments assigned to service resources within these service territories.

From within the appointment list, you can:

- View the scheduling policy that’s currently applied, and apply a new one
- Select the date fields that are considered when filtering appointments to show on the Gantt
- Customize the Gantt’s time frame by adjusting its horizon or opting to make the appointment list match the Gantt’s date range
- Schedule and dispatch service appointments
- Optimize your schedule
- Flag and unflag appointments
- Filter the appointment list based on a search query or appointment status
- Filter the appointment list by service territory
- Show icons and appointment details to communicate information quickly
- Customize the Classic Dispatch Console settings by clicking the gear icon in the top right-hand corner of the list

## Search the Appointment List

To search within the appointment list, enter two or more characters in the search field. Separate multiple keywords with a comma, which applies an OR condition to the search.

When you enter a query, the list updates to show only service appointments with at least one matching property. If no appointments match your query, click **Search All Records** in the body of the list to search all appointments in your org. From the resulting list of appointments, you can force-add an appointment to the list that doesn’t match the Gantt loading criteria. The **Search All Records** action only supports search queries of a complete service appointment number or record ID.

These service appointment fields are scanned in searches:

- Service Appointment Number
- Gantt Label
- Account Name
- Assigned Resource Name
- Service Appointment ID
- Service Territory Name
- SA Status
- Fields in the Service Appointments List Columns field set that is of the following types: text, text area, lookup name, and picklist

## Filter the Appointment List

Filters, similar to list views, control which service appointments appear in the appointment list. The list is also filtered based on the horizon, selected date fields, and search values.

Apply a filter by selecting one from the filter dropdown menu in the appointment list (1). Select appointments using different filters. Click the link to see the selected list (2)

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note The appointment list shows Field Service filters in the Standard Filters section, and custom filters that you’ve created in the Custom Filters section. If Agentforce is enabled, you will also see two additional sections, My Agentforce Summaries and My Agentforce Searches. See [Using Agentforce in the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher.htm&type=5&language=en_US).

![Appointment list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_appointment_list_views.png)

You can choose from the following filters in the Standard Filters section of the list. The custom permissions assigned to the user determine the visibility of each filter. When the filtering criteria are based on Status, the filters consider the [status category](https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5 "Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management."), which maps all standard and custom status values to categories corresponding to the default status values. Conditions have an OR statement between them.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17163e209">Filter Name</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17163e212">Definition</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">All Service Appointments</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">All service appointments.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Canceled</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments whose status category is Canceled.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Contractors</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that are scheduled to capacity-based resources.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Crews</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments whose parent work order or work order line item has the Minimum
              Crew Size field set.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Exclude Bundle Members</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that represent a bundle or aren’t part of a bundle.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Flagged</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that the user marked as flagged. Flags aren’t saved when the
              Classic Dispatch Console is reloaded.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Gantt</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that are currently shown on the Gantt, which means they have one
              or more assigned resources and fall within the defined time frame.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">In Jeopardy</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that are marked In Jeopardy and aren’t canceled.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Recently Used</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that were recently interacted with via scheduling, dragging,
              Chatter posts, status changes, the Get Candidates action, the Show on Gantt action, and the
              Open Details action. Recent service appointments aren’t saved when the Classic Dispatch Console is
              reloaded. </td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Rules Violating</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that have rule violations and aren’t canceled.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Scheduled</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments with an assigned resource.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Selected</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that the user selected in the appointment list. Selections aren’t
              saved when the Classic Dispatch Console is reloaded.</td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">To Do</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">
              <p>Service appointments that are awaiting an action from the dispatcher. It includes
                appointments that match one of these criteria.</p>
              <ul>
                <li>The status category is None.</li>
                <li>The appointment has rule violations.</li>
                <li>The appointment is In Jeopardy and isn’t Canceled or Completed.</li>
              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Unscheduled</td>

            <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that don’t have an assigned resource and aren’t canceled.</td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note

- [Create custom filters for the appointment list](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_list_filters_custom.htm&release=264.0.0&type=5 "Create custom filters in Field Service to control which appointments appear in the Classic Dispatch Console service appointment list. Base your filters on service appointment fields and add custom logic. Dispatchers can create private filters or share them with others.").
- To filter the appointment list by territory, click the gear icon in the appointment list and select **Territory filtering**.

## Mass-Edit Appointments

To modify multiple appointments in the appointment list, select the desired appointments. Then, open the Actions menu and select an action:

 
| Action | Definition |
| --- | --- |
| Schedule | Execute an automatic scheduling process for the selected appointments. |
| Dispatch | Dispatch the selected appointments. |
| Flag / Unflag | Add or remove a flag for the selected appointments. You can use the flag for filtering later. |
| Check Rules | Initiate a rule validation check for the selected appointments. |
| Unschedule | Unschedule the selected appointments, or define the relevant time range and service territories of the appointments that must be unscheduled. |
| Optimize | [Optimize the selected appointments](https://help.salesforce.com/s/articleView?id=service.pfs_optimize_dispatcher.htm&type=5&language=en_US). You’re given the option to select a scheduling policy and filter the selected appointments before running the optimization. |

To customize the list of actions, from the App Launcher, find, and open the **Field Service Admin** app. Click **Field Service Settings** > **Dispatcher Console UI** > **Gantt Configurations**, and scroll to the section where you can reorder, add, or remove actions.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note To limit dispatchers’ mass-edit options, remove the Bulk Dispatch, Bulk Optimize, Bulk Schedule, or Bulk Unschedule custom permissions from their user profiles.

If you [create custom Classic Dispatch Console actions](https://help.salesforce.com/s/articleView?id=service.pfs_create_custom_actions.htm&release=264.0.0&type=5 "Put the right actions at your dispatchers’ fingertips by adding custom actions to the Classic Dispatch Console. Custom actions can either call an Apex class or open a Visualforce page, and can be run on records in several areas of the Classic Dispatch Console. To keep the Classic Dispatch Console tidy, actions are shown in dropdown action lists with icons.") in the Service List category, those actions appear below the built-in actions in the action list.

## Customize the Appointment List

Field sets control the fields and field order of the appointment list layout. For help, see [Customize the Classic Dispatch Console with Field Sets](https://help.salesforce.com/s/articleView?id=service.pfs_fieldsets.htm&release=264.0.0&type=5 "Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list.").

To use background shading in the appointment list, click the gear icon in the top-right corner and select **Dispatch Console Settings**. In the Appointment List Color-Coding field, select an option:

 
| Color-Coding Setting | Definition |
| --- | --- |
| Default | Apply a white background to appointments in the list |
| Full Shading | Apply a flat background color |
| Horizontal Gradient | Apply a gradient background color |

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note

- By default, an appointment’s color on the Gantt and appointment list is based on its status. However, Gantt palettes and the Gantt Color field on service appointments override the default color scheme.
- Regardless of the appointment list color-coding setting, appointments with rule violations are highlighted in the appointment list in yellow and in-jeopardy appointments are highlighted in red.

## Highlight Filtered Appointments on the Gantt

Quickly spot the appointments shown in the appointment list on the Gantt. Select an appointment list filter or enter a search term, and then click **Highlight** in the appointment list. All appointments and absences not shown in the list appear faded on the Gantt. Click the X icon to remove the highlighting.

![Highlight feature](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_highlight.png)

#### See Also

- [How are Status Categories Used?](https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5 "Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.")