Field Service Management Auto Assign Returns No Agents Due to Missing Agent Schedules - Support and Troubleshooting

Field Service Management Auto Assign Returns No Agents Due to Missing Agent Schedules Summary This article explains why Auto Assign in FSM Dynamic Scheduling may return no agent recommendations even when technicians, assignment groups, and skills appear to be configured correctly.

It addresses scenarios where Auto Assign displays No resource is available at specified time(s) or returns an empty recommendation list due to missing Agent Work Schedule configuration.

Issue Description When using Auto Assign for a Work Order Task, users may experience one or more of the following symptoms:

Auto Assign returns no recommended technicians Dynamic Scheduling displays: No resource is available at specified time(s) Technicians are members of the assignment group but are not considered for assignment Required skills are configured correctly, but no recommendations are returned Dispatcher Workspace shows no eligible technicians for the task Root Cause Dynamic Scheduling uses technician work schedules to determine agent availability for task assignment.

The issue occurs when:

The technician does not have an active Agent Work Schedule ( agent_work_schedule ) record No work schedule is associated with the technician The assigned work schedule is inactive or does not cover the task scheduling window Without a valid Agent Work Schedule, Dynamic Scheduling cannot determine technician availability and will exclude the technician from Auto Assign recommendations.

This is a configuration issue and not a product defect.

Resolution Steps Step 1: Verify Agent Work Schedule Configuration For the affected technician:

Open the technician record Navigate to Agent Work Schedule Verify an active Agent Work Schedule record exists Verify a valid schedule is associated with the technician Confirm the schedule covers the Work Order Task window Expected Result:

✓ Technician has an active Agent Work Schedule.

Problem Indicator:

✗ No Agent Work Schedule record exists.

Step 2: Create the Missing Agent Work Schedule If no Agent Work Schedule exists:

Navigate to Agent Work Schedule Create a new record Select the affected technician Associate an appropriate work schedule Save the record Step 3: Retest Auto Assign Open the affected Work Order Task Select Auto Assign Verify that technicians are returned as assignment candidates Expected Result:

✓ Auto Assign displays available technicians and assignment recommendations.

Configuration Requirements Checklist Before escalating, verify:

☐ Technician belongs to the correct assignment group ☐ Technician has required skills ☐ Technician has a valid location or territory configuration ☐ Technician has an active Agent Work Schedule ☐ Work schedule covers the task window ☐ Window Start and Window End values are valid ☐ Dynamic Scheduling configuration is active Troubleshooting Common Symptoms Symptom Cause Solution No resource is available at specified time(s) Technician has no valid Agent Work Schedule Create or update Agent Work Schedule Auto Assign returns no agents Availability cannot be determined Verify Agent Work Schedule configuration Technician appears in assignment group but is not recommended Missing Agent Work Schedule Configure Agent Work Schedule Best Practices Configure an Agent Work Schedule when onboarding new technicians. Verify Agent Work Schedule records as part of FSM implementation testing. Validate Auto Assign functionality after technician setup is complete. Include Agent Work Schedule verification in troubleshooting procedures for Dynamic Scheduling issues. Case Reference This article was created from an Auto Assign investigation where no technicians were recommended because the affected technicians did not have an Agent Work Schedule configured. Once the Agent Work Schedule was added, Auto Assign returned technician recommendations as expected.

Keywords: Auto Assign, Dynamic Scheduling, Agent Work Schedule, agent_work_schedule, FSM, Dispatcher Workspace, No Resource Available, Work Order Task, Technician Availability, Assignment Recommendation