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Requirements not scheduled in Resource Scheduling Optimization

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This article helps administrators troubleshoot issues with unscheduled requirements based on the Resource Scheduling Optimization add-in for Microsoft Dynamics 365 Field Service.

Symptoms

After a schedule optimization job runs, requirements aren't scheduled.

Resolution

There are various reasons why requirements might not be booked. Try the following options before opening a support ticket:

  • As a quick validation, select one of the resource requirements that aren't scheduled and use the Schedule Assistant to see if it finds results. The Resource Scheduling Optimization add-in and the Schedule Assistant evaluate bookings based on similar criteria.

    There are some scenarios where the Schedule Assistant may find results and the Resource Scheduling Optimization doesn't:

    • If resources found as potential matches don't have Optimize Schedule set to Yes, Resource Scheduling Optimization won't consider them.
    • If your date windows on the requirement are outside the scope of your Resource Scheduling Optimization run.
    • If your territory for the requirement doesn't match the resource's territory.

  • Scheduling method: Make sure the Scheduling Method of the requirement is set to Optimize. By default, this field is set to Don't Optimize. You need to set it manually or configure the booking setup metadata accordingly.

  • Territories: The Resource Scheduling Optimization scope doesn't necessarily depend on the territory, but the Resource Scheduling Optimization run still does a territory match between the requirement and resource:

    • If a requirement is assigned to a territory, then the resource must also be assigned to that territory for the requirement to be scheduled.
    • If a requirement isn't assigned to a territory, then only resources that don't belong to any territory are eligible for that requirement.

  • Characteristics: Requirements might have characteristics specified for resources to match. Make sure matching resources have available working hours.

  • Restricted resources: Requirements may be excluded from being assigned to a resource because that resource is marked as restricted. This behavior only applies if the Restricted Resources constraint is enabled.

  • Date/time parameters: The From Date and To Date windows must fall inside the scope of the optimization run.

  • Capacity: Resources need sufficient capacity to pick up all the work in your scope.

  • Geolocation: If the Work Location for the requirement is set to Onsite, the resource requirement needs a valid latitude and longitude, and the resource needs time available to get to the location from its start location.

  • Duration: The resource requirement needs duration values greater than zero, and the duration needs to fit into the resource's shift. Splitting a requirement into multiple bookings isn't supported.

  • Status: The Status of the resource requirement needs to be Active.

  • Related bookings: If a requirement already has a related booking record, the related booking status Scheduling Method needs to be set to Ignore.

  • Optimization engine effort level: Larger optimization requests require more time to optimize. Consider increasing the engine's effort level to give it more time to find a suitable assignment.

  • Location agnostic resources: A location agnostic resource can only have bookings for which the resource requirement is also set to location agnostic. Resource Scheduling Optimization treats that resource like a remote worker who is only scheduled for work that doesn't involve travel. Alternatively, you can enable a resource to travel outside working hours to work around this constraint.