Introduction
This is a known issue. Until this behavior is updated, use time period conditions instead of shift type or create technician specific rules.
Problem
When creating a strategic rule for Adaptive Capacity that includes a Shift Type = On-call condition, the rule may block availability for all jobs in the specified conditions. This can prevent booking even during regular business hours when technicians have normal shifts.
Solution
Workflow Summary
Until this behavior is updated, consider creating rules based on specific date/time ranges rather than shift types. Alternatively, if you need to block specific technicians during on-call periods, you can create rules targeting those individual technicians rather than using shift type.
Note: How shift type conditions function in rules is being improved to make capacity behavior more predictable. Updates will be communicated when available.