Service Appointments
Service appointments are jobs created for carrying out the services in a work order. These service appointments are assigned to field agents or crew who will then perform the services at the contact location. As many service appointments as the services in the work order can be created. The service appointments can be viewed under the Service Appointments module. Service appointments can be created and managed here. Appointments can also be created from within a work order.
- Permission Required: Service Appointments
- Find out the Edition-specific limits for Service Appointments.
Create Service Appointments
To create a service appointment:
- Select Service Appointments from the Work Order Management menu and click Create.
- Select the work order that you want to create the service appointment for.
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The details of the selected work order are displayed. - Enter the following details, then click Schedule:
- The values for Scheduled Start Date Time and Scheduled End Date Time.
The Scheduled Start Date Time and Scheduled End Date Time can be scheduled for different dates. The duration between the Scheduled Start Date Time and Scheduled End Date Time cannot exceed 48 hours. - A Service Resource (Agent or Crew)One or more resources can be assigned to the appointment.
The following agents or crews will be available for assignment:
- Active agents or crews assigned to the territory that is chosen in the work order
- The agents and crews who are active in the territory between the Scheduled Start Date Time and Scheduled End Date Time
- During the time when an agent is part of a crew, they will not be available as an individual resource.
Hover over the name of an unavailable agent to know the reason for their unavailability. - Click Confirm in the confirmation message.
The service appointment details page will be displayed. This page will display the name of the work order for which the service appointment has been created. You can also dispatch, reschedule, terminate, and Cancel an appointment from this page.
The appointment created can also be viewed under the Appointments tab of the work order for which the service appointment has been created. Under the Service and parts tab of the work order, you can see the appointment created for each service line item. Hover over the appointment icon [ 
] next to the Service Line Item Name to see the appointment details. Click to navigate to the Appointment Details screen.
Creating Service Appointment for a Service
You can create a service appointment for a work order or for the individual services. Appointments for the services can be created as explained below:
To create a service appointment for a service line item:
- Follow steps 1-2 mentioned above.
- Enter the following details, then click Schedule:
- In the Service field, retain the services or service tasks you want to create the appointment for.
- The values for Scheduled Start Date Time and Scheduled End Date Time.
The Scheduled Start Date Time and Scheduled End Date Time can be scheduled for different dates. The duration between the Scheduled Start Date Time and Scheduled End Date Time cannot exceed 48 hours. - A Service Resource (Field Agent or Crew)
One or more resources can be assigned to the appointment.
Once service appointments have been created for all the service line items of a work order, then new service appointments can be created only after the existing ones have been cancelled or terminated. In this scenario, a message will be displayed as shown in the screenshot below.
Edit Service appointments
To edit service appointments:
- Select Service Appointments from the Work Order Management menu.
- Click the service appointment you want to edit and in the Service Appointment details page, click Edit.
- Click Save after making the changes.
Delete Service appointments
To delete a service appointment, you need to have the following permissions:
- Delete permission of Service Appointments
- Delete permission of the following related records:
- Time sheets
- Service report
- Trips
- Notes and Attachments
The deletion of the related records will also depend on whether you have the permission to delete either All Records or Own Records of the related records.
To delete a service appointment:
- Select Service Appointments from the Work Order Management menu and click the service appointment you want to delete.
- In the Service Appointment Details page, click Delete from the Edit button.
Alternatively, in the Service Appointment List page hover over a service appointment, click the More Options [] icon and select Delete.
- Click Delete in the Delete Service Appointment popup.
If the user doesn't have permission to delete any of the related records, then they will not be able to delete the service appointment.
Note: Service appointments of any status can be deleted.
Points to remember
- The deleted appointments will be deducted from the number of appointments available for a month.
- Instead of deleting the service appointment and losing data, you can consider Cancelling the service appointment.
- In case you want to change the appointment timing, you can consider Rescheduling the appointment.
- When a service appointment is deleted, an entry will be included in the timeline of the parent work order indicating this.
Complete Service Appointments
To complete a service appointment:
- Select Service Appointments from the Work Order Management menu.
- Click the service appointment you want to complete and in the Service Appointment details page, click Complete Work.
- In the confirmation message, click Proceed.
The above confirmation message will appear if the status of the service line items is either In Progress, or Completed.
If the status of one of the service line items is Partially Completed, then when you complete the service appointment, you will have two options:
- Complete all the services
- Do not complete partially completed services
Complete all the services: If you choose this option, the status of the service line items will change to Completed and the status of the service appointment will change to Completed.
Do not complete partially completed services: The status of the service appointment will change to Completed. The status of the Partially Completed service line items will remain as is and the status of the other service line items will change to Completed. You can Resume Work on the Partially Completed service line items at any time.
Cancel Service appointments
There may be instances when you do not want to proceed with a service appointment. For example, customer who had requested for an AC installation decides to not go ahead with the installation for the time being. In this case, the service appointment created for the this request will have to be cancelled.
When a service appointment is cancelled, its status changes to Cancelled.
To cancel a service appointment:
- Select Service Appointments from the Work Order Management menu.
- Click the service appointment you want to cancel and in the Service Appointment details page, click Cancel.
The Cancel option will be available till the service appointment is completed. - Click Save in the confirmation message.
Terminate Service appointments
There may be instances when you cannot proceed with a service appointment. For example, the field agent goes to the service location and finds out that the customer is not present at the service location, or the field agent is unable to carry out their task due to faulty equipment. In these cases, the service appointment created for the this request will have to be terminated.
When a service appointment is terminated, its status changes to Cannot Complete.
To terminate a service appointment:
- Select Service Appointments from the Work Order Management menu.
- Click the service appointment you want to terminate. In the Service Appointment details page, click Terminate.
The Terminate option will be available till the service appointment is completed. - Click Save in the confirmation message.
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