Define the statuses a service appointment moves through, and map each status to a status category that reflects its stage.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions |
| User Permissions Needed | |
|---|---|
| To create service appointment statuses: | Workforce Scheduling Admin |
A service appointment status is a picklist value on the Service Appointment object. Each status maps to a status category, such as Scheduled, In-Progress, or Completed, that reflects where an appointment is in its lifecycle.
The statuses you create depend on how your team works: on-site or in the field. Based on which scheduling methods are enabled in your org, we recommend creating the following statuses.
| Situation | On-Site | Field |
|---|---|---|
| The appointment is created but not yet assigned. | None | None |
| A service resource is assigned to the appointment. | Scheduled | Scheduled |
| The appointment is sent to the assigned resource. | NA | Dispatched |
| The appointment is underway. | In-progress | In-progress |
| The appointment is canceled. | Canceled | Canceled |
| The appointment is finished. | Completed | Completed |
| The appointment can't be finished. | NA | Not Completed |
| A customer arrives at a branch. | Checked-in | NA |
| The customer doesn't show up. | No Show | NA |
- From Setup, in the Quick Find box, enter Object Manager, and then select Object Manager.
- Click Service Appointment.
- Click Fields & Relationships, and then select the Status field.
- In the Status Picklist Values section, select New.
-
For Label, enter a name for the status, such as Scheduled.
The API name is set automatically to match the label.
- For Status Category, select the category that represents this status.
-
Save the status.
- To save this status and add another one, select Save & New.
- To save this status and finish, select Save.
-
Repeat these steps to create each status listed in the table for your deployment
model.
The statuses appear in the Status Picklist Values list, each with its assigned status category.