Appointment booking components
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Summary of Appointment booking components
The Appointment Booking feature in ServiceNow enables customers to manage and streamline appointment scheduling for various services. Activating this feature also installs demo data via the Appointment Booking Demo Data plugin and adds an Appointment Booking menu with modules for configuration and appointment management.
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Key Features
- Modules:
- Appointment Booking Configuration: Allows creation of booking configurations at the application and service levels.
- Appointment Bookings: Provides a list view of all booked appointments along with their related work orders.
- Roles: Three roles are added to control access and permissions:
- Appointment booking admin: Manages booking configurations.
- Appointment booking manager: Creates and updates appointment records.
- Appointment booking user: Books, reschedules, cancels, and views appointment details via Customer or Consumer Service Portals.
- Properties: Several system properties allow customization of booking behavior, including:
- Limits on daily user appointments (default 100).
- Number of availability windows shown in the booking UI.
- Options to display only available slots or include unavailable ones.
- Locking mechanisms to prevent double bookings, with specific tables configured for single or multiple locks.
- Control over logging verbosity and usage of read replicas for performance.
- Tables: The feature introduces tables to store configurations and appointment data:
- Appointment Booking Service Configuration: Service-level configuration records.
- Appointment Booking Configuration: Application-level configuration records.
- Appointment Bookings: Records all appointment transactions including bookings, reschedules, and cancellations.
Key Outcomes
With Appointment Booking components enabled, ServiceNow customers can efficiently configure and manage appointment scheduling for their services. The defined roles ensure appropriate access control, while configurable properties provide flexibility in managing booking limits, availability display, and locking behavior to prevent double bookings. The included tables support comprehensive tracking and management of appointment data, enhancing operational visibility and customer experience.
The roles, properties, and tables for the appointment booking feature.
This plugin activates the Appointment Booking Demo Data (com.snc.appointment_booking_demo) plugin which provides the demo data.
Appointment booking adds the Appointment Booking menu to the application navigator and the
following modules:
- 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
Appointment booking adds the following 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
Appointment booking adds the following 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
Appointment booking adds the following 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. |