---
sourceDocument: Australia Healthcare and Life Sciences
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/healthcare-life-sciences

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Manage user appointments as a customer service agent

# Manage user appointments as a customer service agent {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

Manage user appointments as a customer service agent for creating and booking
vaccination appointments. Customer service agents can automatically book the earliest
available slot because users are unable to choose a slot to book appointments. To manage
user appointments successfully, configure the customer service agent.

## Vorbereitungen

Role required: sn_customerservice_agent, sn_vaccine_sm.clinician, and user_admin

## Warum und wann dieser Vorgang ausgeführt wird

Once you configure the [customer service agent](https://servicenow-prod.fluidtopics.net/bdJASZT05rXc13Wv~EX8kw "Because Vaccine Administration Management is a scoped application, to manage user appointments better, some additional configurations are performed for the customer service agent."), you can book an appointment and can create a
consumer user to manage user appointments. However, to cancel and reschedule
appointments, the consumer user must contact a customer service call center.

## Prozedur

1. Book an appointment from the Vaccine Administration Management Agent Workspace.
   1. On the Lists tab, navigate to Vaccination RequestAll.
   2. Click New.
   3. In the Create New Vaccination RequestVaccination Request section, select the consumer record in the Opened For field.
   4. Fill in the Program, Preferred Center, and Location fields.  
      If any field isn't available, configure the Workspace form layout to add the field. For more information about configuring the form layout, see [Configuring the form layout](https://www.servicenow.com/docs/access?context=configure-form-layout&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
   5. Verify that the Preferred Center and Location fields have the same value.
   6. In the Pre-Vaccine Questionnaire section, enter the required details for the user.
   7. Click Save.  
      Because the default value for the system property sn_vaccine_sm.enable_appointment_slot_choice is set to false, appointments are automatically booked for users. The system property value must be set to true for a user to choose the slot for booking appointments. When the value is set to true, click Book Appointment.  
      The vaccination request, vaccination tasks, and appointments are created for the user. Then, a QR code with the appointment confirmation and appointment details is sent via email to the user.
   {#managing-user-appointments__substeps_a1v_swr_v4b}
2. Create a consumer user on behalf of a user from the Vaccine Administration Management Agent Workspace.
   1. Log in as a customer service agent.
   2. Navigate to Vaccine Administration ManagementVaccine Administration Management Workspace.
   3. On the Lists tab, navigate to CustomersConsumer Users.
   4. Click New.
   5. On the Details tab of the Create New Consumer User form, fill in the fields.  
      {#managing-user-appointments__table_yys_1kf_v4b__entry__2}

      | Field | Description |
      |-|-|
      | User ID | Unique identifier for the user. |
      | First name | The user's full first name. |
      | Last name | The user's last name. |
      | Email | The user's email address. |
      | Mobile phone | The user's mobile phone number. |
      | Title | The job title for the user. |
      | Department | The user's department from the list. |
      [Tabelle : 1. Create New Consumer User form]

      {#managing-user-appointments__table_yys_1kf_v4b}
   6. Click Save.  
      A new information record for the user is created.  
      Hinweis:  
      The consumer user won't be able to log in to the Vaccine Administration Management portal. If the consumer user would like to reschedule or cancel appointments, the consumer user must contact a customer service call center.
   {#managing-user-appointments__substeps_slh_pwr_v4b}
3. **Wahlweise:** Cancel an appointment from the Vaccine Administration Management Agent Workspace.
   1. On the Lists tab, navigate to Vaccination TaskAll.
   2. Open the vaccination tasks for the user.
   3. Click Cancel Appointment.  
      If the appointment on the first task is canceled, both appointments are canceled. The second appointment can't be canceled independently.
   {#managing-user-appointments__substeps_llm_wwr_v4b}
4. **Wahlweise:** Reschedule an appointment from the Vaccine Administration Management Agent Workspace.
   1. On the Lists tab, navigate to Vaccination TaskAll.
   2. Open the vaccination tasks for the user.
   3. Click Cancel Appointment.
   4. Navigate to Vaccination RequestsAll and open the vaccination request for the user.
   5. Click Book Appointment and reschedule the appointment.
   {#managing-user-appointments__substeps_tts_zwr_v4b}