Cancel an appointment for a customer

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Dispatchers and agents can cancel appointments for customers.

    Before you begin

    Role required: wm_dispatch, sn_customerservice_agent, sn_customerservice.consumer_agent

    About this task

    A dispatcher or an agent can cancel an appointment for a customer from a work order. The details for the scheduled appointment appear on the work order form.
    Note:
    An appointment cannot be rescheduled if the current time is within the reschedule/cancel window specified in the service configuration.

    Procedure

    1. Navigate to All > Field Service > Work Order > All Work Orders.
    2. Open the work order form.
    3. Click Cancel Appointment.
      Note:
      If necessary, configure the work order form and add the Cancel Appointment button.

    Result

    The customer receives SMS and email notification that their scheduled appointment is canceled.