Configuring Appointment Access
Appointments are displayed for the following scenarios.
• Work Orders created and Linked to Customer Requests in Engage.
• Work Orders related to Preventative Maintenance Plans.
You can configure the following Engage objects at a high level for Appointment Access.
• Customer Request (Parent)
• Appointment Request Detail (Child)
• Date Update Detail (Child)
When you create a Customer Request for a service, an Appointment Request Detail child record for Customer Request is created. To display the Appointments in the app, ensure that:
• The user must have access to the records.
• When the Work Order Field in the Appointment Detail record is populated with WO that has either a ServiceMax event or a Salesforce event, then the event is displayed in the Engage app.
• The Event must be visible to the Engage user either by making it Public or by Inviting the Engage user as an attendee.
If the user cannot view the appointments in Engage mobile application:
• Ensure the status of the Work Order is Open.
• Check Sharing Rules on Work Order object.
• Ensure the system permission Access Activities is checked if using the SFDC Event object.
• Check sharing rules on that object if using the SVMX Event object.
Refer to the Mobile App Log file that indicates any permissions issues.