Troubleshooting Resource Recommendations
Solutions for common issues you might encounter when generating and viewing Resource recommendations on the Service Board.
No Resources Are Recommended
Cause: The currently selected Resource List holds no Resources that meet the Job Requirements, or the matching criteria are too strict.
Solution:
• Select a different Resource List and run Recommend Resources again.
• Click Edit Resource Matching, lower the Weight or Minimum Level/Value, clear the Required check box where appropriate, and click Find Matching Resources.
• Confirm the Job has Job Requirements that map to Resource qualifications.
A Resource List Size Error Appears
Cause: The Resource List you ran recommendations from exceeds the maximum size limit for Resource recommendations.
Solution:
• Reduce the size of the Resource List before you run Recommend Resources.
• Contact your system administrator to increase the configured Resource recommendation limit.
Recommendations Do Not Include Service Team Members
Cause: The Use the Job's Service Team and Related Secondary Service Teams for Resource Recommendations setting is off, or the Job has no Service Team assigned.
Solution:
1. Confirm the selected Job has a Service Team assigned. Without one, the Service Board falls back to the dispatcher resource list.
2. Ask your system administrator to verify the setting is enabled for your role or group.
3. Remember that only directly linked Secondary Service Teams are included. Indirect or nested team relationships are not expanded.
Unexpected Resources Appear in the Results
Cause: Access controls, resource limits, and Resource List filters still apply, even when the Job uses a Service Team.
Solution:
• Review your Resource List filters and confirm they scope the list the way you expect.
• Check that the Service Team and its Secondary Service Teams contain the members you intend.
Travel Times Are Missing for a Resource
Cause: The Service Board cannot get a current location for the Resource.
Solution:
• The technician's phone might be turned off. Ask the technician to turn the device on and confirm location reporting is active.
• The Resource location reporting threshold might have passed, so real-time updates stopped.
• Location updates can be unreliable when a device is in a suspended state.
• Confirm the Resource Travel Time credential category is enabled and that travel time is not turned off in the Edit Resource Matching dialog box.
A Travel Time Shows (exceeds maximum setting) and the Score Is 0
Cause: The estimated travel time is longer than the configured maximum minutes, so the Service Board sets that travel time score to 0.
Solution:
• Choose a Resource closer to the Job location, or one with a shorter estimated travel time.
• Ask your system administrator to review the configured maximum travel time setting if the limit is too low for your service area.
A Preferred Resource Is Missing From the Results
Cause: Preferred Resources linked to inactive users are filtered out of recommendation results.
Solution:
• Confirm the user record for the Resource is active.
• Ask your system administrator to reactivate the user if the Resource should appear in recommendations.
No Resources Are Marked With Stars
Cause: No Resource reached the Resource Recommendation Star Threshold, which defaults to 80%.
Solution:
• Hover over each Resource to compare match percentages and pick the best available option.
• Adjust the matching criteria in the Edit Resource Matching dialog box to raise match scores.
• Ask your system administrator whether the threshold value suits your dispatch needs.
Recommendations Are Slow or Time Out
Cause: The Resource List or Service Team holds a large number of Resources.
Solution:
• Run recommendations from a smaller, more focused Resource List.
• Ask your system administrator to review Service Team membership or adjust the maximum Resource List size.
Resource Pins Appear at the Wrong Location in the Map Panel
Cause: A Resource has an invalid current location and no default location configured, so travel time is not calculated and the pin drops at the invalid location.
Solution:
• Confirm the Resource is reporting a valid current location.
• Ask your system administrator to set a default location for the Resource so a fallback position is available.
Related Topics