An Appointment in the Field Service module represents a planned service activity scheduled for a specific date and time.
It defines:
When the service will take place
Where it will be performed
Who is responsible and assigned
Appointments are the starting point of every service process, ensuring that the correct team is scheduled and prepared for the task.
In this system, Appointments are not just calendar entries—they act as the trigger for service execution.
When an Appointment is created:
A Work Order is automatically generated
All service execution is then performed within the Work Order
An Appointment contains all key planning information required before service execution:
Customer
Customer Branch (service location)
Customer Contact
You can also define a Custom Location if the service is performed outside the registered branch.
Appointment date and time
Calendar-based planning (list or calendar view)
Service Manager
Service Coordinator
These roles:
Define responsibility
Receive notifications
Provide visibility into the service process
They do not restrict permissions and are used for organizational purposes.
At least one technician (member) is assigned during creation
Additional members are managed later in the Work Order
Appointment Service Action determines:
Type of service
Whether it is billable
Whether distance is chargeable
Service distance can be defined
Used later for cost calculation and invoicing
Internal instructions
Service details
Context for technicians and managers
Appointments support automated communication:
Notifications to:
Assigned members
Service Manager / Coordinator
Optional reminders to:
Customer contact
Internal users
Notifications can be triggered:
On assignment
On status change
Before scheduled date (reminders)
Appointments use custom statuses, which can be configured based on business needs.
Examples:
Accepted
Pending Approval
Completed
Cancelled
Missed
Statuses help track progress and coordinate team activity.
Appointments:
Represent the planning phase of service
Automatically generate a Work Order
Serve as the central point for:
Scheduling
Responsibility assignment
Initial service definition
Appointments do not manage execution details such as:
Spare parts
Work hours tracking
Asset-level service details
Signatures and final documentation
These are handled within the Work Order.
By using an FSM solution like SIX ERP, businesses can automate appointment scheduling, reduce downtime, and enhance service efficiency, leading to improved customer satisfaction and optimized resource utilization.
See also:
What is Field Service Management
Work Orders in Field Service Management