---
schema_version: "1"
id: a97e67ae301571f6c72cb7d1f121ed931d4d8e93060ab0c61acbca84e9f8ccd2
title: Customize the Service Appointment Workflow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/pfs_lifecycle.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.pfs_lifecycle.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 00e8a616847c2c4dd6f27ac7ff3805be7d38b726d4b5d6125ba832d91526f398
description: The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status.
products:
  - Field Service
release: "264"
---
# Customize the Service Appointment Workflow

The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table>

![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._

Service appointments come with the following statuses to represent stages in the workflow.

- None
- Scheduled
- Dispatched
- In Progress
- Completed
- Cannot Complete
- Canceled

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note Update the status names to fit your business by editing the Status picklist values in Setup. Changing the name doesn’t change a status’s automatic transition behavior.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note When creating custom statuses, consider the status naming as there's a 40-character limit for status transitions. The status transition is defined as: Status 1 - Status 2. If this definition exceeds 40 characters, including the dash and the spaces, then the status transition isn't saved.

Here’s how to customize your service appointment workflow.

1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab.
2. Click **Service Appointment Workflow**.
3. Click **SA Status**. Select a status value for each description.
4. Save your changes.
5. Click the **Status Transitions** tab.
6. Each row represents a transition or flow in the service appointment workflow. Modify the existing flows, delete flows, or add new ones.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)
    
    Note
    
    When a service appointment is unscheduled, its status changes to None.
    
    When Fix Overlaps unschedules and reschedules service appointments from the Gantt, it ignores the settings in the service appointment workflow.
    
    Emergency service appointments don’t consider status transitions when their status is changed to any status in the Dispatched status category.
7. Optionally, click **More Details** to limit the user profiles that can make each status change. You can also select a custom Visualforce page to display when a user tries to make the status change. Changing an appointment status in this way is only available from the status change chatter action on the service appointment record Feed tab, and not from the Gantt. Only status values that are permitted in your service appointment workflow settings are shown there. The status flow diagram at the bottom of the Status Transitions page shows your status flows, but doesn’t show profile-based restrictions.
8. Save your changes.

#### See Also

- [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.")
- [Manage Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_schedule_policy.htm&release=264.0.0&type=5 "Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule gaps.")