D365 Field Service: Quick book not working

This past week I was was asked to demo a specific way of scheduling a work order using Dynamics 365 Field Service. For anyone who is not familiar with quick booking or quick scheduling in field service, this is a way of assigning a resource to a booking directly from within the context of a work order, without having to pull up the schedule board. I wrote an article about this functionality back in September 2019 which you can find here.

After I had finished my configurations for the demo (new incident types, products, service tasks and services) I created a work order and tried to schedule it by clicking the book button on the work order. The side panel opened, but nothing happened, it was just spinning and spinning and didn’t show me any available resources. Since my day job is in Presales, I have several tenants that I work with so I tried one of my other instances, but the same issue occurred?! This was very strange and since I couldn’t find a solution online, I decided to write an article about it hoping it will help someone else in the future!

I reached out to Microsoft and I received a very quick response and some suggestions on what to try. The first thing I tried was to turn the quick book functionality off, wait for 5 minutes and then try to book the work order again to confirm quick book is off. Then turn the quick book functionality on again, wait 5 minutes and then try again to see if that fixed the issue. I was told you need to wait 5 minutes between these steps because of the cache on the booking setup metadata. (that’s the record where we enable/disable quick booking. The steps to do this are:

• In the field service app click on the ‘Resources’ area
• Scroll down to the ‘Administration’ area
• Click on ‘Booking Setup Metadata’
• Open the ‘msdyn_workorder’ BSM record
• In the ‘Settings’ section, set ‘Enable Quick Book’ to ‘no’
• Wait 5 minutes then open a work order and click the book button on the command bar
• Verify the Scheduling Assistant opens vs the quick book panel
• Go back to the ‘msdyn_workorder’ BSM record
• In the ‘Settings’ section, set ‘Enable Quick Book’ to ‘yes’
• Wait 5 minutes then open a work order and click the book button on the command bar
• Verify the quick book panel opens vs the Scheduling Assistant

Unfortunately for me this didn’t fix my issue so I actually had to open a ticket so Microsoft could do a little deeper digging into the issue. A few days later the solution was found: apparently the queries related to the Booking Setup Metadata record called ‘none’ had been removed. I have no idea how this happened, since the lookup fields weren’t even on the Booking Setup Metadata form, but at least my issue was fixed! So what did I need to do to fix this? The first thing I needed to do was add the ‘Retrieve Constraints Query’ and the ‘Retrieve Resources Query’ fields to the Booking Setup Metadata record. You can do this by navigating to https://make.powerapps.com/ and expand the data tab on the left. Click on entities, find the Booking Setup Metadata entity, click on Forms and open the form. From there you can drag the fields on the form and publish the form.

Then open the Booking Setup Metadata record called ‘none‘ and populate the ‘Retrieve Constraints Query’ field with the ‘Default Retrieve Constraints Query (3.0.0.0)’ value.(I had several in there but I picked the latest version of it which I could tell by the created on date) Now populate the ‘Retrieve Resources Query’ field with the ‘Default Retrieve Resources Query (3.0.0.0)’ value (Again I had several records in there but I picked the latest version of it which I could tell by the created on date as shown in the screenshot below). Save the Booking Setup Metadata record and try to book the work order again using the book button on the work order. This fixed my issue and I hope it will fix it for you too!

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