Reschedule an appointment from the portal

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Reschedule a service appointment from either the Customer or the Consumer Service Portal.

    Before you begin

    Role required: appointment_booking_user

    Set up the Field Service Order Configuration to book an appointment for work orders and Field Service Task Configuration to book an appointment for work order tasks. For more information, see Configuring Appointment Booking.

    About this task

    The details for the scheduled appointment appear on the work order and work order task forms. Access the appointment information by selecting it from the list of upcoming appointments or by going directly to the respective work order or work order task.
    Note:
    An appointment can’t be rescheduled when the current time is within the reschedule/cancel window specified in the service configuration.

    Procedure

    1. Log in to the Customer or Consumer Service Portal.
    2. In the portal header, click Support > Appointments to display the Appointment Listing page.
    3. Click Upcoming to view a list of upcoming appointments.
    4. Select the appointment to reschedule.
      This opens the work order for the selected appointment.
    5. Click the Appointment field to open the Select Appointment pop-up window.
      The Select Appointment pop-up window displays the day or week of the current appointment and highlights the selected time slot.
    6. Select a different day and appointment time slot and then click Select.
      The Appointment field displays the new date and time.

      Information about the rescheduled appointment is noted in the Activities field on the work order or the work order task form. This information includes the original appointment window, the rescheduled appointment window, and the user who made the change.

      The user receives a confirmation email that the appointment has been rescheduled.

    Result

    The customer receives an SMS and email notification that their appointment is rescheduled.