Appointment booking components
Summarize
Summary of Appointment booking components
The Appointment Booking feature in ServiceNow is automatically activated with the Field Service Management plugin. It provides a structured way to configure, manage, and book appointments for services through a dedicated menu and modules. A demo data plugin is also available to help with setup and testing.
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Key Features
- Appointment Booking Modules:
- Appointment Booking Configuration: Create configurations for applications and their individual services.
- Appointment Bookings: View and manage booked appointments along with their related work orders.
- Roles: Three roles govern appointment booking permissions:
- Appointment booking admin: Manages service configurations.
- Appointment booking manager: Creates and updates appointment records.
- Appointment booking user: Books, reschedules, cancels, and views appointments via the Customer or Consumer Service Portal.
- System Properties: Several configurable properties control booking limits, slot availability display, locking behavior to prevent double bookings, logging verbosity, and data handling. Key properties include:
- Maximum daily appointments per user (default 100).
- Maximum number of appointment slots displayed (default 100).
- Option to show only available slots by disabling unavailable ones.
- Lists to control locking behavior and users exempt from appointment limits.
- Toggle to fetch the next available slot automatically on booking modal launch.
- Logging controls and read replica creation for performance.
- Performance-related property for task activity catalog filtering (modification not recommended).
- Tables: Appointment booking introduces dedicated tables to store:
- Service configurations for appointment booking.
- Application-level appointment booking configurations.
- All appointment records, including booked, rescheduled, and canceled appointments.
What This Enables for ServiceNow Customers
This feature allows customers to efficiently set up and manage appointment bookings linked to services and work orders. The defined roles support secure and delegated management of configurations and appointments. Configurable properties help tailor the appointment booking experience to organizational limits and preferences, such as daily appointment caps and slot visibility. The dedicated tables ensure structured data storage for appointments and configurations, improving manageability and reporting.
By leveraging the Appointment Booking components, customers can streamline service delivery scheduling, reduce double bookings through locking mechanisms, and provide end users with a user-friendly portal experience for managing their appointments.
The roles, properties, and tables for the appointment booking feature.
The Appointment Booking plugin (com.snc.appointment_booking) is activated automatically when you activate the Field Service Management plugin. A demo data plugin, Appointment Booking Demo Data (com.snc.appointment_booking_demo), is also available.
The Appointment Booking plugin (com.snc.appointment_booking) is activated automatically when you activate the Field Service Management plugin.
This plugin activates the Appointment Booking Demo Data (com.snc.appointment_booking_demo) plugin which provides the demo data.
- Appointment Booking Configuration: Use this module to create an appointment booking configuration for an application and then configurations for each service within that application.
- Appointment Bookings: Use this module to view a list of appointments that have been booked for services. This list includes the work orders associated with each appointment.
Roles
| Role | Description |
|---|---|
| Appointment booking
admin [sn_apptmnt_booking.appointment_booking_admin] |
Creates appointment booking configurations for services within an application. |
| Appointment booking
manager [sn_apptmnt_booking.appointment_booking_manager] |
Creates and updates appointment booking records. |
| Appointment booking
user [sn_apptmnt_booking.appointment_booking_user] |
Books appointments for services from the Customer or Consumer Service Portal. This user can also reschedule or cancel appointments and view appointment details. |
Properties
| Property | Description |
|---|---|
| sn_apptmnt_booking.user_max_new_appointments_daily | The maximum number of appointments that a user can create daily. The upper
limit is 100 appointments per day.
|
| sn_apptmnt_booking.max_appointments_returned | The maximum number of appointment availability windows displayed in the
Select Appointment window.
|
| sn_apptmnt_booking.return_unavailable_slots | Disabling this property enables you to display only available slots in the
appointment window for appointment booking.
|
| sn_apptmnt_booking.DisableLockingOnBRLevel | Allows you to specify tables where locking is managed differently to prevent double bookings when booking appointments. Enter a list of these tables, separated by commas, to disable lock validation at the
business rule level.
|
| sn_apptmnt_booking.DisableMaxApptLimitForUsersList | Stores a list of users (sys_ids) who are allowed an unlimited number of appointments per day.
|
| sn_apptmnt_booking.fetch_next_available_slot | Toggle the flag to enable or disable fetching the next available slot on opening the new Appointment Booking modal.
|
| sn_apptmnt_booking.logging.verbosity | Control users logging for Appointment Booking.
|
| sn_apptmnt_booking.SingleConcurrentLockAppointmentConfigs | List of tables where Appointment Booking only allows one lock per time slot. Multiple concurrent locks are not supported for these tables.
|
| sn_apptmnt_booking.use_read_replica_from_ui | Creates a read replica of the Appointment Bookings (sn_apptmnt_booking_appointment_booking) table when triggered from the UI.
|
| sn_apptmnt_booking.use_task_activity_catalog | Enables the use of the column activity_catalog created on task_activity for querying (filters the task activities for a work order task based on appointments). ServiceNow recommends not to modify the value of
the property as it affects performance of Appointment Booking.
|
Tables
| Table | Description |
|---|---|
| Appointment Booking Service
Configuration [sn_apptmnt_booking_service_config] |
Stores service configuration records for appointment booking. |
| Appointment Booking Configuration [sn_apptmnt_booking_config] |
Stores application configurations records for appointment booking. |
| Appointment Bookings [sn_apptmnt_booking_appointment_booking] |
Stores records for all appointments, including booked, rescheduled, and canceled appointments. |