--- schema_version: "1" id: 5cc460600abcd1cdfe4a3a558d0c38377dc91b1dd40d0f61d91b0c000a0e4e17 title: Manage Field Service Scheduling Overlaps collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/pfs_fix_overlaps_parent.md canonical_url: https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 352acc34b0b9b0e11514f9f8cb1db9d62ebafc3bdbb408e5d5623b2b6a26dbcd description: To fix scheduling overlaps in Field Service, where one appointment overlaps with another appointment or an absence, use any of several available methods. products: - Field Service release: "264" --- # Manage Field Service Scheduling Overlaps To fix scheduling overlaps in Field Service, where one appointment overlaps with another appointment or an absence, use any of several available methods. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To fix overlaps from the Classic Dispatch Console: Fix Overlaps
![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._ ## Fix Overlaps Features When Using Enhanced Scheduling and Optimization If you’re using Enhanced Scheduling and Optimization, several fix overlaps features are available. - [Fix Schedule Overlaps Flow (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&type=5&language=en_US): Using Salesforce Flow, you can initiate a Resource Schedule Optimization request when an overlap is detected, based on event-driven criteria.  The flow identifies and resolves overlaps that occur when a mobile worker finishes an appointment late on the day of service. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. - [Resource Schedule Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US): Dispatchers can use this feature to reschedule appointments that overlap with other appointments or absences, for one service resource’s schedule, on any given date. This feature can schedule additional relevant work and attempt to further optimize a resource’s schedule in addition to fixing overlaps. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. - [In-Day Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) and [Global Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US): When running global optimization or in-day optimization, overlaps are fixed regardless of the status of the Fix Overlaps setting in the scheduling policy. Optimization always attempts to fix overlaps unless service appointments are pinned. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. ## Fix Overlaps Features When Not Using Enhanced Scheduling and Optimization If you’re not using Enhanced Scheduling and Optimization, several fix overlaps features are available. - [Scheduling recipes](https://help.salesforce.com/s/articleView?id=service.pfs_create_scheduling_recipe.htm&type=5&language=en_US): This feature provides several configurable, event-driven automations to trigger a Resource Schedule Optimization request. For example, you can create a scheduling recipe that triggers a Resource Schedule Optimization request when an appointment ends late and causes an overlap with another appointment. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. - [Fix overlaps in the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&type=5&language=en_US): Dispatchers can use this feature to reschedule appointments that overlap with other appointments or absences, for one service resource’s schedule. Overlapping appointments are rescheduled according to your [configured settings](https://help.salesforce.com/s/articleView?id=service.pfs_customize_fix_overlaps.htm&type=5&language=en_US). For example, choose whether unscheduled appointments are rescheduled in order of priority or keep the original schedule’s order. If Field Service can’t find a valid schedule for an appointment, you can define whether to put the appointment in jeopardy, unschedule it, or reshuffle other assignments. This feature doesn’t schedule any additional work or optimize a resource’s schedule. Fixing overlaps in the Gantt isn’t available when scheduling recipes are used. - [Fix Overlaps in scheduling policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US): If you select **Fix Overlaps** in a scheduling policy, service appointment overlaps are addressed during in-day or global optimization. Scheduling policies reschedule and fix service appointment overlaps for all resources in the optimized territories. Service appointments that overlap with resource absences are ignored. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. - [Resource Schedule Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US): Dispatchers can use this feature to reschedule appointments that overlap with other appointments or absences, for one service resource’s schedule, on any given day. This feature considers the service appointment’s priority value, and it can also schedule additional relevant work and attempt to further optimize a resource’s schedule in addition to fixing overlaps. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. ## Use Cases Review which feature to use for each use case and whether the feature is available with Enhanced Scheduling and Optimization.
I WANT TO… WHAT STEPS DO I TAKE? AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION PERSONA
Manually fix overlapping appointments directly from the Gantt, causing a minimum amount of changes to the schedule Fix Overlaps from the Classic Dispatch Console   green checkmark Dispatcher
Reschedule appointments that overlap with other appointments or absences, for one service resource’s schedule. Resource Schedule Optimization green checkmark green checkmark Dispatcher
Automatically detect and fix scheduling overlaps on the Gantt. Fix Schedule Overlaps flow (Beta) green checkmark   Admin
Fix Overlaps Automatically   green checkmark Admin
Scheduling Recipes   green checkmark Admin
Fix overlaps while optimizing the schedule. Overlaps are always fixed when using enhanced optimization (Global, In-day or Resource Scheduling Optimization). green checkmark   Admin
If you aren’t using enhanced optimization, use the Fix Overlaps option in the scheduling policy.   green checkmark
Resolve overlaps that occur when a mobile worker finishes an appointment late. Fix Schedule Overlaps flow (Beta) green checkmark   Admin
Scheduling recipes   green checkmark
Resolve overlaps created by emergency appointments. Resource Schedule Optimization green checkmark green checkmark Admin
Scheduling recipes   green checkmark
#### See Also - [Fix Field Service Scheduling Overlaps from the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&type=5&language=en_US) - [Customize Fix Overlap Scheduling Settings](https://help.salesforce.com/s/articleView?id=service.pfs_customize_fix_overlaps.htm&type=5&language=en_US) - [Optimize Your Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&type=5&language=en_US) - [Reschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US) - [Adopt and Implement Field Service Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&type=5&language=en_US)