The schedule and appointments

The Schedule module plans on-site and remote work as time-boxed entries. Open it from the Schedule navigation item. Access requires the time tracking: view permission.

Views

The schedule offers two views:

• My week (the default) — your own scheduled work for the selected week, plus an upcoming list looking ahead 14 days.
• Dispatch board — a per-day view that lists every active agent and the work assigned to each on that date, so dispatchers can see the whole team at a glance.

Use the day and week navigation links to move backwards and forwards, or jump to a specific date.

What an appointment holds

Each scheduled-work entry has a title, a start and end time, and an assigned agent. It can optionally link to a ticket and a company, and record a location, travel time and whether the visit is on-site. Duration is derived from the start and end times.

Status

Entries are scheduled, in progress, completed or cancelled. Cancelled entries are hidden from the calendar views.

Scheduling from a ticket

Work can also be scheduled directly against a ticket. When it is, the ticket is moved into the scheduled status (which pauses its SLA) and the contact can optionally be emailed an appointment confirmation.