Customize the Service Appointment Workflow

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 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 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

   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 lifecycle.

   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.