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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Multiple holiday calen...
Service | Customer Service, Contact Center, Fie...
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Multiple holiday calendor for legal entity and use those while assigning field service enginner

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Posted on by Sushma Patole 250

Hi Team,

As holiday calendars vary based on legal country requirements, how should we use thess when scheduling or placing service engineers?

Would appreciate your guidance on the best approach to ensure compliance and avoid conflicts.

Categories:
Dynamics 365 Field Service
I have the same question (0)
  • Suggested answer
    Holly Huffman Profile Picture
    Holly Huffman 6,554 Super User 2026 Season 1 on at
    Good morning, afternoon, or evening :) depending on your location!
     
    Hope you are well today.
    To manage multiple holiday calendars for legal entities and ensure compliance while scheduling field service engineers, here’s the recommended approach:
     
    Steps to Implement Holiday Calendars:
    1. Create Separate Holiday Calendars:
      • In Dynamics 365 Field Service, create individual holiday calendars for each legal entity or country.
      • Navigate to Settings > Service Management > Holiday Schedule to set up holiday calendars. Specify the holidays relevant to each region.
    2. Assign Calendars to Resources:
      • Assign the appropriate holiday calendar to each field service engineer based on their legal entity or country.
      • Go to Field Service > Resources, select the resource, and apply the relevant holiday calendar.
    3. Configure Work Hours Templates:
      • Create work hours templates that incorporate the holiday calendars.
      • Apply these templates to resources to ensure their schedules reflect the holidays.
    4. Use Scheduling Constraints:
      • Enable scheduling constraints to prevent assigning engineers to jobs on holidays defined in their calendars.
      • This ensures compliance with local regulations and avoids conflicts.
    5. Test Scheduling Scenarios:
      • Simulate scheduling scenarios to verify that the holiday calendars are correctly applied and engineers are not scheduled on holidays.
    6. Communicate with Teams:
      • Inform field service engineers about their assigned holiday calendars and scheduling policies.
      • Transparency helps avoid misunderstandings and ensures smooth operations.
     Hope this helps!
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,841 Moderator on at
    Hello Sushma,
     

    You're absolutely right – holiday calendars are crucial for accurate scheduling and avoiding conflicts when dispatching service engineers across different legal countries. Here's a breakdown of the best approach to manage this in Dynamics 365 Field Service:

     

    The Core Strategy: Leverage Territory-Based Holiday Calendars

    The most effective way to handle varying holiday calendars is to associate them with Territories within Dynamics 365 Field Service. This allows the system to understand the specific non-working days for engineers assigned to those territories.

     

    Steps to Implement Territory-Based Holiday Calendars:

    1. Create Holiday Schedules:

       

      • Navigate to Field Service > Administration > Holiday Schedules.
      • For each legal country (or specific region within a country if needed), create a new Holiday Schedule.
      • Define all the public holidays and company-specific holidays for that region within the schedule. You can specify the date, time zone, and a description for each holiday.
      • Important: Ensure you select the correct Time Zone when creating the Holiday Schedule. This is critical for accurate application of the holidays.

    2. Create and Configure Territories:

      • Navigate to Field Service > Administration > Territories.
      • Ensure you have defined territories that align with your legal country requirements or the specific geographic areas where your engineers are based.

      • For each Territory:

        • Open the Territory record.
        • In the Scheduling tab, find the Holiday Schedule field.
        • Look up and associate the appropriate Holiday Schedule that you created in step 1 for that specific territory.

          •  
         

    3. Associate Resources (Service Engineers) with Territories:

       

      • Navigate to Field Service > Resources.
      • Open the record for each service engineer.
      • In the Scheduling tab, ensure the Territory field is correctly set to the territory where the engineer primarily operates.

      4.  

    How This Works for Scheduling:

    • Schedule Board: When dispatchers are scheduling bookings on the Schedule Board, the system will consider the Holiday Schedule associated with the engineer's primary territory. Holidays will be visually represented as non-working time slots, preventing accidental bookings on those days.
    • Schedule Optimization: If you use Resource Scheduling Optimization (RSO), it will also take into account the Holiday Schedules assigned to the resources' territories, ensuring that work orders are not scheduled on holidays.
    • Manual Scheduling: Even when manually scheduling, the system will respect the holiday schedules and provide warnings or prevent bookings on those days, depending on your configuration and the dispatcher's awareness.

      •  

    Best Practices and Additional Considerations:

    • Accuracy and Maintenance: Regularly review and update your Holiday Schedules to ensure they are accurate for each year and reflect any changes in public holidays.
    • Granularity of Territories: Decide on the appropriate level of granularity for your territories. If holiday variations exist within a country, you might need more specific territories.
    • Time Zones: Double-check that the time zones are correctly configured for both the Holiday Schedules and the Territories. Mismatched time zones will lead to incorrect holiday observance.
    • Resource Time Zones: Ensure the time zone setting for each individual resource is also accurate. This interacts with the territory time zone for precise scheduling.
    • Part-Time or Flexible Schedules: If engineers have part-time schedules or specific working hours that differ from the standard business hours, you'll need to configure those on their Resource records in addition to the Holiday Schedules.
    • Emergency or On-Call Work: Define clear policies for handling emergency or on-call work during holidays. You might need specific resource types or scheduling rules for these scenarios.
    • Communication: Clearly communicate holiday schedules to your service engineers so they are aware of their non-working days.
    • Reporting: Consider how you might need to report on work order completion times and service levels, taking into account holidays in different regions.
    • Customizations (If Needed): For very complex scenarios, you might consider custom workflows or plugins to further refine holiday management or add specific business logic. For example, automatically adjusting promised delivery times based on the destination territory's holidays.

      •  

    In summary, the recommended approach is to create specific Holiday Schedules for each legal country (or relevant region) and then associate these schedules with the corresponding Territories in Dynamics 365 Field Service. Finally, ensure your Service Engineers are assigned to the correct Territories. This setup will allow the scheduling engine to respect the varying holiday calendars and help you avoid conflicts and ensure compliance.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

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