Service Appointments
If multiple field agents are assigned to a single service appointment, how is appointment usage calculated?
In Zoho FSM, appointment usage is calculated per Service Appointment and is based on the number of distinct dates in the timesheets, not the number of field agents assigned. Single-day appointment If a Service Appointment is assigned to multiple ...
How do I automatically email the customer the Job Sheets when a Service Appointment is Completed?
To automatically send the completed job sheets to the customer when a Service Appointment is marked as Completed, you can set up an automation in Zoho FSM using custom functions and workflow rules. To implement this automation in your FSM setup, ...
How can I create a service appointment for my work order?
To create a service appointment for a Work Order: Go to: Work Order Management > Service Appointments > Create Service Appointment Select the work order for which you want to create the appointment. The system will load all its details. Enter the ...
Can I create a service appointment for a specific services in a work order?
Yes, you can create a Service Appointment for an individual service line item in a Work Order instead of scheduling for the entire Work Order. To do this: Go to: Work Order Management > Service Appointments > Create Service Appointment Select the ...
Can I schedule one appointment for all the services in a work order?
Yes, you can schedule a single service appointment that covers all services in a Work Order — as long as no appointments already exist for the individual service line items. To create a service appointment : Go to: Work Order Management > Service ...
Can I create recurring service appointments for periodic maintenance tasks?
Yes, you can create recurring service appointments in Zoho FSM using the Scheduled Maintenance feature. This automates the creation of service appointments for tasks that need to be performed periodically. To create a recurring service appointment: ...
Can I schedule appointments that last more than one day?
Yes, in Zoho FSM, you can schedule service appointments that span multiple days. While creating a service appointment, schedule the Start Date and End Date as required — they can be on different days to cover multi-day work. To create it: Go to Work ...
Can I assign a service appointment to a crew instead of individual field agent?
Yes, you can assign a service appointment to a crew in Zoho FSM. To Assign a Crew to a Service Appointment : Go to Work Order Management > Service Appointments > Create Select the Work Order for which you want to create the appointment Enter the ...
What to do if I need to change the timing of an appointment?
You can reschedule a Service Appointment to a new time if it hasn't been completed or cancelled. Here's how you can do it: To reschedule an appointment: Open the Service Appointment Details page. Click the Reschedule. In the reschedule window, update ...
Can I edit the services or tasks linked to an existing service appointment? How to edit services or service tasks in the appointment?
Yes, you can edit both services and service tasks in an existing service appointment, as long as it hasn’t been marked Completed or Cancelled. Here's how: Open the Service Appointment Details page. Click Edit. To edit services: Under the Services ...
Can I delete a service appointment if it’s no longer needed?
Yes, you can delete a service appointment in Zoho FSM if it’s no longer needed. Here’s how: Go to the Service Appointment Details page. Choose Delete from the dropdown. Confirm the deletion in the prompt. Once deleted, the appointment cannot be ...
How do I cancel a service appointment?
To cancel a Service Appointment: Open the Service Appointment Details page. Select Cancel from the drop-down. Enter the cancellation reason (optional but recommended). Confirm the cancellation by clicking Continue. Cancellation is allowed only if the ...
What does it mean to terminate a Service Appointment in Zoho FSM? How can a Service Appointment be terminated? What can be done if a service cannot be completed?
There may be instances when a service appointment cannot proceed—for example, the field agent arrives at the service location but the customer is absent, or the task cannot be completed due to faulty equipment or missing resources. In such cases, the ...
What’s the difference between cancelling and terminating a service appointment?
Cancelling a Service Appointment: This action is used before the work begins. It indicates that the appointment has been called off in advance, typically due to changes in plan, customer requests, or scheduling conflicts. The status of the ...
Why does Zoho FSM show an "Appointment Conflict with Ongoing Appointment" error even when the scheduled dates are different? What does it mean?
This error appears when the Scheduled Start and End Time of a new appointment overlaps with any existing appointment assigned to the same service resource or equipment—even if the dates differ. By default, Zoho FSM does not allow overlapping ...
Why can't I create a new Service Appointment for a field agent with a partially completed appointment? How does an in-progress or incomplete appointment affect scheduling new appointments for the same field agent?
In Zoho FSM, if a field agent has a Partially completed or In-progress Service Appointment, the system may block scheduling a new one for them due to availability conflicts. A partially completed appointment means the Actual Start Date/Time is ...
Can a field agent be scheduled for other jobs while a previous appointment remains open? Can I schedule overlapping Service Appointments for the same field agent in Zoho FSM?
By default, Zoho FSM does not allow field agents to be scheduled for new appointments if they have an ongoing (open) Service Appointment, even if the delay is due to pending parts or other uncontrollable factors. The system considers the field agent ...
How do I enable overlapping appointments in Zoho FSM? What happens when I enable the “Allow Overlapping Appointments” setting?
To enable overlapping appointments in Zoho FSM: Go to Setup > Field Service Settings > Transaction Settings. Scroll to the Appointment Scheduling Preferences section. Enable the toggle for Allow Overlapping Appointments. Choose one of the following ...
How do I enable overlapping timesheets in Zoho FSM? What happens when I enable the “Allow Overlapping or Concurrent Timesheet Entries” setting?
To enable overlapping or concurrent timesheet entries in Zoho FSM: Go to Setup > Field Service Settings > Transaction Settings. Scroll down to the Time Sheet section. Enable the toggle for Allow Overlapping or Concurrent Timesheet Entries. With this ...
Why isn’t a field agent or crew available for selection when creating a service appointment? What does "Not available in this territory" mean while assigning a service resource in a service appointment?
In Zoho FSM, a field agent or crew will only be available for selection during service appointment creation if specific conditions are met. The field agent or crew must be assigned to the same territory as the work order They must be active in that ...
What do the various service appointment statuses mean?
Zoho FSM uses predefined statuses to indicate the current stage of a Service Appointment. Understanding these helps track job progress, field agent activity, and scheduling constraints: Scheduled The appointment has been created and assigned to a ...
How do I get to know about overdue or upcoming service appointments?
Upcoming Appointments: Field agents receive push notifications via the Zoho FSM mobile app for upcoming scheduled appointments. Overdue Appointments: Appointments that go past their scheduled end time without being completed are marked as overdue. ...
Can I view the list of service appointments created for a work order?
Yes, in Zoho FSM, you can easily view all service appointments linked to a work order. Open the Work Order record. Go to the Service Appointments tab. You'll see a list of all associated appointments, including key details like status, time, and ...
Can I have multiple service appointments for the same work order?
Yes, Zoho FSM allows you to create and manage multiple service appointments under a single work order, if the work order has more than one service line item/service task. To create multiple service appointments for a work order: Go to the Work Order ...
Can I link a service appointment to multiple assets?
Yes, a service appointment in Zoho FSM can be linked to multiple assets, if you enable the Asset on Service Line Items setting from Setup → Field Service Settings → Transaction Settings → Common → Asset on Service Line Items. Once this setting is ...
How do I print or export service appointment details?
To print or export service appointment details: Open the Service Appointment record. Click the drop-down next to the Download. Select Print from the drop-down. Choose the appropriate Service Report template from the list. Click Print. Proceed to ...
How do I check appointment usage in Zoho FSM ?
You can check how many service appointments you've used and how many are left directly from your profile section. Click on your profile icon. You’ll see your appointment usage displayed as shown below 13 = number of appointments used 1000 = total ...
Who is the Lead in the appointments?
In Zoho FSM, the Lead is the primary field agent responsible for overseeing a service appointment. If a crew is assigned, the Lead serves as the designated head of that crew. Acts as the main point of contact for the job Is typically responsible for ...
How to schedule Equipment to a Service appointment?
To schedule equipment for a Service appointment : In the Create Service Appointment window, select Equipment from the Service Resource dropdown. Alternatively, on the Dispatch Console, pick an equipment and assign it directly to the appointment. If ...
What happens to appointments when a user is deleted?
When a user is deleted in Zoho FSM, you will be prompted to transfer ownership of their records—including service appointments to another user. All service appointments assigned to the deleted user, regardless of status (New, Scheduled, Dispatched, ...
What is the difference between schedule and dispatch?
Schedule: Used to assign a date, time, and optionally a field agent or crew to a service appointment The appointment is confirmed in the system, but the field agent is not notified Can be scheduled even if no resource is assigned yet Status: ...