Dispatcher Workspace skill and agent filters not populating

[snehakh]

Hi Community,

I’m facing an issue with Dispatcher Workspace filters in Field Service Management.

In Dispatcher Workspace, I’m unable to use the Agents and Skills filters. When I try to select skills, it shows “No results found”, and the filters are not working as expected.

Current setup:

• Work Orders and Work Order Tasks are in Pending Dispatch

• Agent and Dispatcher groups are created and marked as Type = Work

• Skills are created under FSM skill taxonomy

• Skills are assigned to field agents with skill levels

• Work orders/tasks are associated with agent groups

[Joshua Chen MTL]

few things to check

• is your assignment method = dynamic schduling?
• have you enabled mandatory skills - you mention skill levels?
  • if yes, you need to update the filter to use the criteria "matching skills for dynamic scheduling"
  • if yes, add skills to task_m2M_skill and not the ootb "skill" field
• without selecting any filter, do you see agents cards?
• did you select a task in the task panel first, before applying filters?

are you on yokohoma or zurich? there are few defects in yokohoma with the dispatcher workspace - i would open a ticket if the above verifications dont fix your issu

[Sneha KH]

1. Yes, I chose dynamic scheduling as assignment method.
2. I have given skills mandatory in WOT.
3. Yes, agent's cards are visible even without filters.
4. Yes, even though it's not working.
I am using Zurich version in PDI.
I have tried but not able to configure the issue. Please help.

[Joshua Chen MTL]

• if yes, you need to update the filter to use the criteria "matching skills for dynamic scheduling"
• if yes, add skills to task_m2M_skill and not the ootb "skill" field

folllow steps here Configuring Mandatory Skills