Service Appointments

Service Appointments

Service appointments are jobs created for carrying out the services in a work order. These service appointments are assigned to field technicians 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 RequiredService Appointments
- Find out the Edition-specific limits for Service Appointments.

Create Service Appointments

To create a service appointment:
  1. Select Service Appointments from the Work Order Management menu and click Create.
  2. Select the work order that you want to create the service appointment for.

    The details of the selected work order are displayed.

  3. Enter the following details, then click Schedule:
    1. 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.
    2. 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.

  4. 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:
  1. Follow steps 1-2 mentioned above.
  2. Enter the following details, then click Schedule:
    1. In the Service field, retain the services or service tasks you want to create the appointment for.
    2. 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.
    3. Service Resource (Field Technician 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:
  1. Select Service Appointments from the Work Order Management menu.
  2. Click the service appointment you want to edit and in the Service Appointment details page, click Edit.
  3. Click Save after making the changes.

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