Help Center

Appointments

What are appointments?

Appointments (also called visits) are scheduled events within a work order where one or more field operators perform the actual work for a customer. An appointment can cover the whole work order or only part of it. It may have start and end times, be all day, or extend across several days.

Appointments are the units field operators work with throughout their workday.

Creating appointments

You can create an appointment from a work order, from the Calendar, or from the quick-create menu. The flow includes:

  1. Assign work order: select an existing work order or create a new one. This is filled automatically when creating from a work order.
  2. Appointment details: enter a title and description, choose start and end times, select All day or Ends another day, configure recurrence, and choose a status.
  3. Assignments: choose a route, operators and teams, agents, and any Material Lists.

If schedule-conflict warnings are enabled, enrutar warns you before saving or rescheduling when an operator has another overlapping appointment, including an all-day appointment, or an absence. Review the details and click Schedule anyway if you want to confirm the exception.

Appointment times use the organization's time zone. If your browser is in another time zone, a warning asks you to confirm that the times are correct.

Adding an employee as an appointment operator grants them responsible-person access under the Permission System. They receive access to all entities related to the work order.

All-day and multi-day appointments

In Create Appointment and Edit Appointment you can use:

  • All day: choose one date, or a start and end date if Ends another day is also enabled. Cards display All day.
  • Ends another day: choose start and end dates and times. The calendar displays the appointment on every affected day.

An appointment that ends on another day cannot recur: Ends another day and Repeat until a date are mutually exclusive.

Recurring appointments

Enable Repeat until a date and provide:

  • An end date, no more than three months after the start date.
  • The days of the week on which it repeats.
  • The interval under Repeat every, such as every week or every two weeks.

Route and operator assignments apply to every generated appointment. Recurring events are managed as independent appointments, including when using bulk editing from the Calendar.

Appointment statuses

Appointments can have these statuses:

  • Planned: prepared by the office but not yet confirmed.
  • Confirmed: agreed with the customer.
  • Completed: carried out successfully.
  • Not completed: could not be completed.
  • Not located: the customer was not present or could not be found.
  • Cancelled: the appointment was cancelled.

The appointment as operator

When an employee is assigned as an operator, the appointment appears in My Workday. From the appointment screen, operators can:

  • Manage Time Entries: start a time entry or travel, pause, resume and finish. If delegated time entries are enabled, an action can also be applied to assigned colleagues who are in a compatible state.
  • View contact and address information and open directions.
  • Add Comments, photos, videos and voice notes.
  • Complete Checklists.
  • Create and sign a work report.
  • Update the appointment status.

Appointments and permissions

  • Restricted Access users can see appointments for accessible work orders or appointments to which they are assigned. From the Calendar they open them read-only and cannot create, reschedule, edit, delete or bulk-edit them, although the operational status update remains available.
  • Management and Full Access users can manage appointments.

Appointments in the Calendar

Appointments appear in the Calendar, where all-day and multi-day items span every affected slot or day. You can drag and resize them when your permissions allow it.