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Managing appointments from a work order or work order task › Managing appointments on behalf of a customer › Managing appointments › Use › Field Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Cancel an appointment for a customer

Dispatchers and agents can cancel appointments for customers.

Before you begin

Role required: wm_dispatch, sn_customerservice_agent, sn_customerservice.consumer_agent

About this task

A dispatcher or an agent can cancel an appointment for a customer from a work order. The details for the scheduled appointment appear on the work order form.

Note: An appointment cannot be rescheduled if the current time is within the reschedule/cancel window specified in the service configuration.

Procedure

  1. Navigate to All > Field Service > Work Order > All Work Orders.

  2. Open the work order form.

  3. Click Cancel Appointment.

    Note: If necessary, configure the work order form and add the Cancel Appointment button.

Result

The customer receives SMS and email notification that their scheduled appointment is canceled.