What do the various service appointment statuses mean?

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:
  1. Scheduled
    The appointment has been created and assigned to a resource but has not yet been dispatched. It is visible on the Dispatch Console, but the field agent hasn’t been notified or sent out yet.
  2. Dispatched
    The appointment has been dispatched to the assigned field agent, indicating that the job is officially assigned, and the field agent gets notified and can now view the details on their mobile app.
  3. In Progress
     The field agent has started the work by checking in via the mobile app or web interface. This status means the service is being executed.
  4. Completed
     All tasks and services in the appointment have been finished, and the field agent has marked the job as complete. This typically includes time entries, job sheets, and customer sign-off if applicable.
  5. Cancelled
    This action is used when the customer does not want to proceed with the appointment. This action is done before the work begins—typically due to customer request, rescheduling, or internal changes.
  6. Terminated
     Used when the field agent is unable to complete the job after starting it. This happens on-site, after the field agent checks in—for example, due to the equipment issues, or part shortages. The appointment status becomes Cannot Complete.