Service Resource Filters
When assigning service appointments, you need to find the right person or team for the job. Service resource filters help you narrow down the list of field agents, crews, or equipment based on your specific needs.
Accessing Service Resource Filters
To access the service resource filters:
- Click on the Service Resource field in the Service Appointment.
- The service resources will be listed with the default filters applied.
Service resources will be displayed only after selecting the Scheduled Start/End Time/Appointment Date. - Click Edit to view and modify the filters.
Default Filters
By default, service resources are filtered automatically based on:
- Scheduled Start Time/Scheduled End Time/Appointment Date selected in the Service Appointment
- Territory selected in the Work Order
The following conditions apply:
- Only active service resources assigned to the selected territory in the Work Order will be shown.
- If the Schedule Type is set to All Day, the service resource must be available in the selected territory for the entire day.
- Only agents who are active in the territory between the Scheduled Start Time and Scheduled End Time.
Additional Filters
In addition to the default filters, you can refine results further using the following options:
Exclude Service Resources With Conflicting Service Appointments
- Disabled by default.
- When enabled, service resources with overlapping appointments during the selected Scheduled Start Time and Scheduled End Time will not be shown. This will be grayed out (unavailable for editing) if the transaction setting Allow Overlapping Appointments is disabled.
Exclude Service Resources Outside Shift Hours
- Disabled by default.
- When enabled, service resources whose shift hours do not cover the selected Scheduled Start Time and Scheduled End Time will be excluded. This will be grayed out (unavailable for editing) if the transaction setting Scheduling Outside Shift Hours is disabled.
Exclude Service Resources On Time Off
- Disabled by default.
- Service resources marked unavailable (time off) during the selected time will not be shown. This will be grayed out (unavailable for editing) if the transaction setting Allow Scheduling During Time Off is disabled.
Exclude Service Resources On Crew
- Disabled by default.
- Service resources who are already assigned as part of a crew during the selected time will be excluded. This will be grayed out (unavailable for editing) if the transaction setting Allow Scheduling During Crew Assignment is disabled.
Service Resource Type
Filter resources by type:
- Individual Service Resources
- Crew
- Equipment
Skills
Filter service resources based on the required skills for the appointment.
If no service resources match your criteria, you'll see the message: No Matching Resources Available. Click Modify Filters to change your filter criteria. Click on Show Unavailable Resources to view all the resources.
Show All Resources Toggle
Use the Show all resources toggle to see every resource in the application, including those who are unavailable. Unavailable resources appear grayed out with icons indicating why they can't be assigned.
Hover over an unavailable resource's name to see the reason:
Icon | Indicates |
Assigned to another appointment during the selected time | |
Already assigned to a crew during the selected time | |
Does not have the selected skills | |
Does not belong to the selected territory | |
Marked as unavailable during the selected time |
Reset Filters
Click the Reset option to clear all custom filter selections and return to the default filter settings.
Permission Required
Access to service resource assignment is controlled by the Service Appointment Schedule permission:
- All Records permission: Users can assign appointments to any service resource in the system.
- Own Records (Self Only) permission: Users can only assign appointments to themselves
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