Troubleshooting: Dispatch and Scheduling
The following are troubleshooting tips for Dispatch Console.
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Issue
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Troubleshooting Tip
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Dispatch Console fails to launch and displays Invalid Session ID error message or white screen.
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Salesforce session timeout in the parent window from where the Dispatch Console was launched causes this. Refresh the parent window to get a valid Salesforce session and launch the Dispatch Console again.
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Dispatch Console fails to launch when using Google Chrome.
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This can happen if Flash is not allowed to run in the websites. You can allow the flash to run by executing the following steps:
1. Go to Chrome Settings page, click Show advanced settings... link at the bottom of the page.
2. Click Content settings in the Privacy section.
3. Go to Flash section, select radio button Allow sites to run Flash.
4. Relaunch the Chrome browser and launch Dispatch Console.
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Error 'Initialization failed- please check the client id, swf location, version and network availability.' displayed on launching the map
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Launching Flash Map throws this error. From September 2014, it is not supported. Only JavaScript-based Map is supported.
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Dispatch Console fails to launch when using Internet Explorer.
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If the Internet Explorer version is 8, 9, or 10, ensure that the browser Compatibility Mode is turned off.
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"Apex heap size too large" error is thrown on launching / manually or automatically refreshing / switching Queues/Views in Dispatch Console.
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This can happen when the volume of data is very high. To address this, adjust the configuration settings related to batching. For more details, see section Performance Considerations.
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When a user owns a large number (say 15000) closed work orders for work order history, opening the Dispatch Console throws a shockwave error/timeout and does not load due to the predefined view "My Work Orders" being the default. Is there a setting that will allow this user to login to the Dispatch Console?
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You can set a standard or custom Dispatch Console Work Order View as the default view for this user, so that this user can launch Dispatch Console successfully.
Perform the following steps:
1. Launch Dispatch Console as another user who is a Super Dispatcher, select any required standard or custom Work Order View as the default view.
2. Click Deploy.
3. Select the affected user's team/territory, move the affected user from Available Dispatchers to Selected Dispatchers list box.
4. Select the required settings.
5. Click Deploy.
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The following error is displayed when scheduling a work order:
Access Violation :OBJECT_ACCESS_VIOLATION <field name>
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This issue occurs because of the incorrect FLS and sharing settings permissions to fields. To resolve this issue, set the GBL031 setting to False.
For more information about the GBL031 setting and the FLS and sharing settings levels, see Enforcement of CRUD and FLS and Technical Details.
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When there are two identical Technician/Equipment records, Dispatch Console assigns work order events to incorrect technician even after the user schedules it to a specific technician.
This issue occurs even if the technicians with same name belong to different service teams.
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This issue may occur if two or more technicians are associated with the same Salesforce user profile. It is recommended to associate a Salesforce user profile with only one technician.
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Partners and Community users are unable to launch Dispatch Console.
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Perform the following checks:
• Ensure that Partners and Community users have the correct access and permissions. For more information, see Community User Access and Permissions.
• Ensure that the related global settings (GBL039, GBL040, and GBL041) have correct values. For more information, see Common - Global Settings.
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