Appointment booking components
Summarize
Summary of Appointment booking components
The Appointment Booking plugin in ServiceNow enables customers to configure, manage, and utilize appointment scheduling capabilities within their applications. Activating this plugin also installs demo data for easier setup and testing. It adds a dedicated Appointment Booking menu with modules for configuration and appointment management.
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Key Features
- Modules:
- Appointment Booking Configuration: Create booking configurations at both the application and service levels.
- Appointment Bookings: Access and manage a list of all booked appointments along with their associated work orders.
- Roles:
- Appointment booking admin: Responsible for creating booking configurations for services.
- Appointment booking manager: Authorized to create and update appointment records.
- Appointment booking user: Can book, reschedule, cancel, and view appointments via the Customer or Consumer Service Portal.
- Properties: Includes configurable system properties to control booking limits, slot availability display, locking behavior to prevent double bookings, logging verbosity, next available slot fetching, and use of read replicas for performance optimization. These properties allow customization of booking behavior and performance tuning.
- Tables: Multiple tables are added to support appointment booking data, including service configurations, booking records, appointment windows and slots, service-to-territory mappings, schedules, and schedule overrides. These tables structure and store all relevant appointment booking information.
Practical Benefits for ServiceNow Customers
This feature enables organizations to efficiently manage appointments for various services, improving customer experience by allowing self-service booking, rescheduling, and cancellation. Administrators and managers have the tools to configure and oversee appointments tailored to their organizational needs. The configurable properties and role assignments provide flexibility and control over booking limits, concurrency, and performance.
By utilizing the Appointment Booking components, customers can expect streamlined scheduling processes, reduced manual effort, and better alignment of services to available time slots, enhancing operational efficiency and customer satisfaction.
The roles, properties, and tables for the appointment booking feature.
This plugin activates the Appointment Booking Demo Data (com.snc.appointment_booking_demo) plugin which provides the demo data.
- Appointment Booking Configuration: Use this module to create an appointment booking configuration for an application and then configurations for each service within that application.
- Appointment Bookings: Use this module to view a list of appointments that have been booked for services. This list includes the work orders associated with each appointment.
Roles
| Role | Description |
|---|---|
| Appointment booking
admin [sn_apptmnt_booking.appointment_booking_admin] |
Creates appointment booking configurations for services within an application. |
| Appointment booking
manager [sn_apptmnt_booking.appointment_booking_manager] |
Creates and updates appointment booking records. |
| Appointment booking
user [sn_apptmnt_booking.appointment_booking_user] |
Books appointments for services from the Customer or Consumer Service Portal. This user can also reschedule or cancel appointments and view appointment details. |
Properties
| Property | Description |
|---|---|
| sn_apptmnt_booking.user_max_new_appointments_daily | The maximum number of appointments that a user can create daily. The upper
limit is 100 appointments per day.
|
| sn_apptmnt_booking.max_appointments_returned | The maximum number of appointment availability windows displayed in the
Select Appointment window.
|
| sn_apptmnt_booking.return_unavailable_slots | Disabling this property enables you to display only available slots in the
appointment window for appointment booking.
|
| sn_apptmnt_booking.DisableLockingOnBRLevel | Allows you to specify tables where locking is managed differently to prevent double bookings when booking appointments. Enter a list of these tables, separated by commas, to disable lock validation at the
business rule level.
|
| sn_apptmnt_booking.DisableMaxApptLimitForUsersList | Stores a list of users (sys_ids) who are allowed an unlimited number of appointments per day.
|
| sn_apptmnt_booking.fetch_next_available_slot | Toggle the flag to enable or disable fetching the next available slot on opening the new Appointment Booking modal.
|
| sn_apptmnt_booking.logging.verbosity | Control users logging for Appointment Booking.
|
| sn_apptmnt_booking.SingleConcurrentLockAppointmentConfigs | List of tables where Appointment Booking only allows one lock per time slot. Multiple concurrent locks are not supported for these tables.
|
| sn_apptmnt_booking.use_read_replica_from_ui | Creates a read replica of the Appointment Bookings (sn_apptmnt_booking_appointment_booking) table when triggered from the UI.
|
| sn_apptmnt_booking.use_task_activity_catalog | Enables the use of the column activity_catalog created on task_activity for querying (filters the task activities for a work order task based on appointments). ServiceNow recommends not to modify the value of
the property as it affects performance of Appointment Booking.
|
Tables
| Table | Description |
|---|---|
| Appointment Booking Service
Configuration [sn_apptmnt_booking_service_config] |
Stores service configuration records for appointment booking. |
| Appointment Booking Configuration [sn_apptmnt_booking_config] |
Stores application configurations records for appointment booking. |
| Appointment Bookings [sn_apptmnt_booking_appointment_booking] |
Stores records for all appointments, including booked, rescheduled, and canceled appointments. |
| Appointment Window Configuration [sn_apptmnt_booking_window_config] |
Store configuration setting for appointment windows. |
| Appointment Window [sn_apptmnt_booking_config] |
Defines appointment windows for bookings. |
| Bookable Window [sn_apptmnt_booking_bookable_window] |
Represents specific time slots available for booking. |
| Service Configuration Mapping [sn_apptmnt_booking_config_mapping] |
Configuration to map available services to territories or any conditions. |
| Appointment Schedule [sn_apptmnt_booking_schedule] |
Mapping the service configuration to appointment slots. |
| Appointment Schedule Override [sn_apptmnt_booking_schedule_override] |
Stores override schedule changes. |