---
sourceDocument: Xanadu Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/field-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Reschedule an appointment for a customer

# Reschedule an appointment for a customer {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Dispatchers and agents can reschedule appointments for customers to dispatch agent to address the customer issue based on rescheduled time slot.

## Before you begin

Role required: wm_dispatch, sn_customerservice_agent,
sn_customerservice.consumer_agent

Setup the Field Service Order Configuration to book an appointment for work orders and Field Service Task Configuration to book an appointment for work order tasks. For more
information, see [Configuring Appointment Booking](https://www.servicenow.com/docs/1viwY5lLigCs9B~fqWJldQ "Create or modify and enable the application configuration and the individual service configurations for the appointment booking feature.").

## About this task

A dispatcher or an agent can reschedule an appointment for a customer from a work order.  
Note:  
An appointment cannot be rescheduled if the current time is within the reschedule/cancel window specified in the service configuration.

## Procedure

1. Open either a work order or work order task.
   * To reschedule an appointment for a work order, navigate to AllField ServiceWork OrderAll Work Orders, and then select the desired work order.
   * To reschedule an appointment for a work order task, navigate to AllField ServiceWork OrderAll Work Order Tasks, and then select the desired work order task.
   {#appointment-booking-resched-appt__choices_fnh_j1d_4bc}
2. Click Reschedule Appointment to open the Select Appointment pop-up window.  
   The Select Appointment pop-up window displays the selected day and time of the current appointment.
3. Select a different day and appointment time slot and then click Select.  
   The date and time for the appointment are updated. Click the link in the information message to view the appointment details.

   Rescheduling an
   appointment triggers an appointment rescheduled email to the customer.

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