Book Appointment - slots history

[KSheoran]

Hello,

A have requirement to capture the first slot (date and time) provided to the customer via Appointment Booking API or in the workspace.  Couldn't any table which may be storing it. Trying to explore certain custom solutions so wanted to have mind share on the same in this forum. Please let me know if you have any suggestions or have done in your project.

Thanks

[Tanushree Maiti]

Please refer this links, see if it helps you:

https://www.servicenow.com/docs/r/washingtondc/field-service-management/field-service-scheduling/app...

https://www.servicenow.com/community/fsm-blog/feature-shorts-appointment-booking-slot-recommendation....

https://www.servicenow.com/docs/r/field-service-management/field-service-scheduling/appointment-book...

[Vaishnavi Lathk]

Hello @KSheoran ,

Hi KSheoran,

From my experience, there isn’t an out-of-the-box field in ServiceNow that captures the first slot offered to a customer via the Appointment Booking API or Workspace. Usually, only the confirmed appointment gets recorded.

Here are a few ways you could handle this:

1. Custom field on the Appointment table – You could add a field like first_offered_slot and populate it whenever the API sends available options. This way, the first slot is stored even before the customer confirms.

2. Log table – Another approach is to create a small child table to log the first slot offered for each appointment. This can include the appointment_id, customer_id, and slot_date_time.

3. Business Rule / Script Include – You can add a rule that checks if the first_offered_slot field is empty and automatically fills it when the slot options are generated.

4. Flow Designer / Event-driven approach – If your slots are offered via API or Workspace, you could trigger a flow that records the first slot whenever it’s sent to the customer.

Thus, in short, you’ll likely need a custom solution, either a field or a small log table, to capture the first slot.

Thanks.

[KSheoran]

Thanks Vaishnavi. Yes, it has to be custom solution, but what is the least impact to the OOTB functionality so that upgrades are smooth. I am leaning towards creating the table to log this information so that it can exposed for reporting etc.  However, how we can log data in this new table without making changes to "Book Appointment" API as that is a key API, which changes during most of the minor/major releases. Any thoughts on that?

[Skylar_Barth]

A m2m linking table where apt reference + first slot offered by parsing response could be an option to consider. Safe Harbour.