Available in Editions: Professional

How to enable this process? 

1. Click Preference [] for this setting.
   
   The settings for the appointment confirmation process will be displayed.
   
   
   
   
   
   
   
   You can make the following changes:
   
   
   
   Criteria Definition
   - Click Edit [ ] for Criteria Definition.
   
   - Click to add a new condition. In the first dropdown, you can select a parent value and an associated attribute. You can add up to three additional conditions, allowing a maximum of five in total. Use the Edit Pattern option to modify any added condition as needed. You can also select the appropriate logical operator from the options displayed above the conditions. Click Save to apply your changes.
   
   
   
   
   
   
   

   Post-Action Workflow

    

   You can choose which status the service appointment should be in once after it is rejected by the agent to whom it is assigned.
   
   
   
   
   
   Expiry Configuration
   - Click Edit [ ] for Expiry Configuration. You can define the period within which the technician has to approve or reject an appointment. You can set this expiry duration in minutes, hours, or days.
   
   
   
   
   
   
   
2. Click Save for the appointment confirmation process.
   

How does this process work?

1. When an appointment is dispatched, the assigned agent will have the option to Approve or Reject the appointment. The assigning user can Pull Back an appointment before the agent responds.
   
2. While the appointment is pending approval:
   
1. The Details page of the appointment is locked and cannot be modified. No actions can be performed within the Details page until the approval decision is made.
   
2. In the Appointments List page, a lock [ ] icon will appear next to the Appointment Name, indicating that the appointment is under the confirmation process.
   
3. All confirmation actions, including approval, rejection, or pull back, will be:
   
1. Logged in the Timeline of the appointment record.
   
2. Captured in the Entity Logs for audit and tracking purposes.
   

Approving an Appointment  

1. The agent clicks Approve on the left pane in the Appointment Details page.
   
2. Enters a reason in the popup and clicks Continue.
   
3. The agent can start work on the appointment.
   
4. The assigning user receives a notification.
   

 

Rejecting an Appointment  

1. The agent clicks Reject on the left pane in the Appointment Details page.
   
2. Enters a reason and clicks Continue.
   
3. The appointment status is updated to New or Cannot Complete, depending on your configuration for Post-Action Workflow.
   
4. It is sent back to the assigning user for reassignment, and they will receive a notification.
   

Pulling Back an Appointment

1. Click Pull Back on the left pane in the Appointment Details page.
   
2. Enter a reason and click Continue.
   
3. The appointment is unassigned from the agent, and the status is set to New.
   

 

Automatic Expiry  

1. If no action is taken within the configured expiry period, the appointment status automatically changes to New, and the appointment is unassigned from the agent.
   

Approval Tasks tab 

1. A new tab named Approval Tasks will be displayed that contains two views:
   
1. My Approval Tasks: Records awaiting your approval.
   
2. My Submitted Tasks: Records you’ve submitted for approval.
   
   
   
   
2. Click on Show History to view the full log of approvals. The records displayed will be based on your service appointment access permissions.