Scheduler questions and troubleshooting
The questions below are the ones that come up most often. Each answer links to the page that explains it in full.
Work that is not where you expect
Section titled “Work that is not where you expect”A job I created is not on the board
Section titled “A job I created is not on the board”Three usual causes:
- It has no time on it — it is in the side panel, under Unscheduled Event(s).
- It has nobody assigned — in a Resources scheduler there is no row to draw it on, so it is in the same panel with the tickbox switched to Unassigned Event(s).
- The board is filtered — check Users, and the kind-of-work dropdown (All / Job / Appointment). See what the board shows.
A fieldworker’s row has disappeared
Section titled “A fieldworker’s row has disappeared”The Users dropdown is narrowed to a set that excludes them. Widen it and the row comes back. See which people appear.
What is the difference between unassigned and unscheduled?
Section titled “What is the difference between unassigned and unscheduled?”Unassigned work has nobody on it. Unscheduled work has no date and time. They are two separate lists in the same tab, and the tickbox beneath it switches between them — the tab’s label tells you which you are looking at, with a count. If the panel looks empty when you know work is outstanding, switch the tickbox. See the panel of work waiting.
Requests are showing on my scheduler — why?
Section titled “Requests are showing on my scheduler — why?”The Request(s) tab lists work that has been asked for but is not a job yet, so it is visible while you plan. It is not scheduled work, and it stays there until the request becomes a job, appointment or audit. See acting on a request.
Scheduling
Section titled “Scheduling”I dragged a job and nothing happened
Section titled “I dragged a job and nothing happened”The row you dropped on may be hidden by a filter, or the person may be on leave for that stretch. Check what the board is showing before anything else.
How do I both schedule and assign in one go?
Section titled “How do I both schedule and assign in one go?”That is what dragging does. The row you drop on is who does it; where along the time axis you drop is when. See dragging it into place.
Someone called in sick — what happens to their jobs?
Section titled “Someone called in sick — what happens to their jobs?”Their work is not moved for you. Book the leave so nothing else lands on them, then drag their strips onto whoever is covering.
Can I create work directly on the board?
Section titled “Can I create work directly on the board?”Yes, and it is the quickest way: drag out a span where the work belongs. The job is created for exactly that stretch — the drag sets the duration — with the date, time and (on a Resources scheduler) the person already filled in. See getting work onto the board.
How do I set how long a job takes, on the board?
Section titled “How do I set how long a job takes, on the board?”By how far you drag. A strip’s size is its duration, so drawing a longer strip makes a longer job — no end time to work out. See drawing work on the board.
How do I edit or read a job from the scheduler?
Section titled “How do I edit or read a job from the scheduler?”Click its strip. That opens the job — the same window for reading it and for changing it. See click a strip to open it.
How do I move a job to a different fieldworker?
Section titled “How do I move a job to a different fieldworker?”Drag its strip onto that person’s row or column in a Resources scheduler. Dragging along the time axis instead changes its date and time. See moving work by dragging.
Getting the day out
Section titled “Getting the day out”The job is on the scheduler but the fieldworker says they cannot see it
Section titled “The job is on the scheduler but the fieldworker says they cannot see it”It is scheduled but not dispatched. Open Dispatch, filter to the day, select it and send it — the window says so itself: non dispatched jobs will not be seen on the Fieldworker Mobile App and Client Portal. See dispatching from the scheduler.
The client cannot see their job in the portal either
Section titled “The client cannot see their job in the portal either”Same cause. Dispatching is what makes a job visible in both places, so an undispatched job is missing from the client portal as well as the app. See the Not Dispatched Jobs window.
Does the client get told when I dispatch?
Section titled “Does the client get told when I dispatch?”Only if you tick Alert to Client before pressing Dispatch. See sending them.
Can I dispatch a whole day at once?
Section titled “Can I dispatch a whole day at once?”Yes — set the date range to Today, use Select All, then Dispatch.
The board itself
Section titled “The board itself”The board is out of date
Section titled “The board is out of date”Press the refresh icon in the toolbar. To have it reload on its own, set Auto Refresh on the gear to 5, 10 or 15 minutes — worth doing when the board is on a wall screen. See what the board shows.
All my strips are the same colour, or the colours mean nothing to me
Section titled “All my strips are the same colour, or the colours mean nothing to me”Colour is set by Color By on the gear: Status colours strips by where the work has got to, Staff colours them by who is doing it. Pick whichever question you are asking. See colour by status or staff.
The strips do not show the client or the address
Section titled “The strips do not show the client or the address”Turn them on: Display Client Name, Display End Date and Display Address with Pincode on the gear each add a line to the strip. See what each strip shows.
It asks me to confirm every time I drag a job
Section titled “It asks me to confirm every time I drag a job”That is Confirmation Alert on the gear. Turn it off if you rearrange the board all day; leave it on if an accidental drag would cause trouble. See Confirmation Alert.
The board opens at midnight instead of my working day
Section titled “The board opens at midnight instead of my working day”Set Default start time for scheduler on the gear to the hour your day begins. See what the board shows.
A fieldworker’s location says Stale
Section titled “A fieldworker’s location says Stale”The position on the map is the last one their app reported, and Stale with a last location update of weeks or months means it is history rather than where they are now. Treat it as their address, not their position. See read the freshness before you trust the position.
Which of the three schedulers should I use?
Section titled “Which of the three schedulers should I use?”Whichever suits how you work — they show the same work, so it is a display choice rather than a right answer.
- Simple Calendar shows time only, and is the one with a Month period.
- Resources Vertical puts people down the side, so who is free and who is full is read across rows, and work is assigned by dragging between them.
- Resources Horizontal does the same with people across the top.
Switch between them from the toolbar on a real week and keep the one your office reads best. The full comparison is in what each one shows.