Field service agent not appearing on Last Known Location view
When a field service agent does not appear on the Last Known Location view, the agent's mobile device has not reported a location recently. Filter the view by the Timestamp field to confirm whether the agent reported in for the current day, then ask the agent to verify that location services are enabled on their device.
Issue symptoms
The agent's name is missing from the Last Known Location view. The Timestamp field shows no recent location record for the affected agent.
- The agent does not appear in the Last Known Location view
- No recent timestamp is recorded for the agent's device
- Other agents in the same view display location records as expected
Issue scope
This issue occurs when an agent's mobile device fails to report a location within the expected interval. The issue affects individual agents only — it does not affect all agents simultaneously. The condition may be constant or intermittent, depending on the agent's device or network status.
Resolution
To confirm whether the agent reported in for the current day:
- Open the Last Known Location view.
- Filter by the Timestamp field to display agents that reported a location for the current day.
- Check whether the affected agent appears in the filtered results.
To resolve the issue if the agent is missing:
- Ask the agent to verify that location services are enabled on their mobile device.
- Ask the agent to confirm that the application is open and running in the foreground.
- If the issue persists, escalate to the system administrator to review device connectivity and application permissions.