Settings · Service Setup
How availability works
Your AI assistant and web scheduler only ever offer slots that exist in your field service software. This page explains what shapes those slots and where to look when none show up.
Quick Answer - 30 Seconds
Slots come from your field service software, through each service's job-type mapping under Services. Your weekly business hours never add or remove slots; they only set the fee.
Seeing "no dates available"? Check the service's mapping first, then Service Areas.
What happens when a customer asks for a time
- OnePath takes the service, the urgency, the property type and the customer's ZIP.
- It finds the matching mapping row on the service (priority, customer type, service area).
- It asks your field service software for openings under that mapping, looking up to 15 days ahead.
- It drops anything sooner than your Earliest offer buffer (default 60 minutes, set under Business Hours). When the customer has no time preference, same-day slots also need to start at least 1 hour from now.
- The customer picks a slot. OnePath re-checks it is still free, then books it.
Each slot is quoted with the fee your Business Hours assign to that start time.
Accounts with field service software
| Your software | What the slot search uses |
|---|---|
| ServiceTitan | The row's FSM Business Unit + FSM Job Type; ServiceTitan's arrival windows are detected automatically and refreshed nightly |
| Housecall Pro | The row's Price Book Service (it also sizes the window and filters by assigned pros) |
| AccuLynx | The row's AccuLynx Calendar |
The window a customer sees is sized by the service's Service Duration. A 2-hour service shows wider windows than a 30-minute one.
Urgent requests. When a request is scored urgent and the service is one the catalog allows overbooking for, OnePath runs a second search with overbooking allowed. On ServiceTitan and Housecall Pro it uses the Urgent availability mapping at the bottom of the Services page, if you set one.
The nightly mapping audit
Every night OnePath re-syncs business units, job types, service areas and tags from your field service software, then checks every mapping. If a mapped job type no longer exists, or a mapping returns no availability at all, it emails your Service escalation inbox:
- Action Needed - Broken FSM Mappings (N): a mapped job type was deleted. Follow Fix a service's job type.
- Action Needed - No Availability for N Mapping(s): the mapping exists but your software returned no openings. Check capacity on that business unit or job type in your software.
These emails only go out if Escalations has a Service recipient.
Accounts without field service software
If you run on OnePath alone, OnePath manages your schedule capacity itself: which days and hours are bookable, the windows customers pick from (for example Morning and Afternoon), and how many bookings each window takes. There is no screen for this. Ask OnePath to set it up or change it.
On the Services page, each mapping row shows a Capacity Pool column instead of a job type. Pick the pool the service should book into. Business Hours still only decide the fee.
Availability groups
An availability group turns raw slots into named arrival windows, for example Morning Shift 8:00 AM to 12:00 PM. When you have any groups, every slot is shown under the group it starts in. Slots that fall outside all groups are hidden.
There is no settings page for groups today. If you want named arrival windows, or want to change the ones you have, ask your account manager. Each group has a Title (optional; defaults to the times), a From and a To time. With no groups, slots show exactly as your field service software returns them.
Groups hide what they don't cover
A 4:00 PM slot is dropped if your only groups end at 3:00 PM. Make sure your groups span every hour your software can offer.
Why "no dates available" happens
| Check | Where |
|---|---|
| The service is switched Open and has a mapping row for this customer's priority, property type and ZIP | Services |
| Every provider column on that row is filled (job type, business unit, price book service or calendar) | Services → the service's pencil |
| The job type still exists in your software; the nightly email may already have told you | Fix a service's job type |
| The customer's ZIP is in a service area that the mapping row covers | Service Areas |
| Your software actually has openings in the next 15 days for that business unit or job type | Your field service software |
| Availability groups cover the hours your software offers | Availability groups, above |
| Business Hours are not the cause: closed days only change the fee | Business Hours |
If the mapping just changed, press Refresh under Integrations so the dropdowns show the current job types.
Quick Tips
- ✅ Map every active service fully - slots are searched through the mapping, so fill every column.
- ✅ Read the nightly emails - they name the exact mapping that broke.
- ❌ Don't tune Business Hours to change availability - they set prices, not slots.
Still stuck?
Reach out in your OnePath Slack channel or email your account manager. Include the service name and the customer's ZIP so we can help fast.