0
30.0.3
Standalone Application
Appointment Booking lets customers see real appointment windows and book service directly from the service portal, while technicians and dispatchers can book on a customer's behalf when required. Administrators control what's actually available to book — appointment slots, notification rules, and availability windows — so what customers see reflects what the business can actually deliver.
- Generate a work order and work order tasks automatically from a booked appointment
- Recommend available slots to customers based on task type, location, technician availability, and skills
- Use the same appointment booking calendar across every interface, so availability is consistent whether a customer books through the portal or an agent books on their behalf
- Configure appointment slots by task, location, technician availability, and skills to avoid double-booking and mismatched assignments
New
- Appointment Booking is available through the store release channel. Admins can access and deploy Appointment Booking from the ServiceNow Store, enabling easier installation and updates.
- In scripted mode, Appointment Booking supports territory-specific demand channel eligibility. Automated task assignment excludes technicians who don't support the task’s demand channel on the scheduled date, ensuring only qualified technicians are considered. Tasks with no supported technicians are not assigned.
- Capacity checks support demand channel recurrence and territory association. Appointment booking considers technician's territory and demand channel association data during capacity checks, enabling planners to configure recurring eligibility patterns for technicians.
- Appointment booking supports work and travel configurations at schedule level for improved accuracy in slot availability.
Fixed
- Improved appointment widget support for French language.
- Enhanced walk-up appointment booking to prevent duplicate bookings for the same slot and location.
Not applicable for this application version.
Field Service Management