Add appointment

You add an appointment to a case at its Calendar tab or at the Calendar, where you can also add appointments that are not linked to any case. The process is the same at each.

  1. Click the Add new icon .

The New Appointment window appears.

If you are at the Calendar you can select a case that the appointment relates to.

  1. Select the appointment title from the dropdown list.
  2. Select the appointment status from the dropdown list.
  3. Select Busy or Tentative for a standard appointment. The other status options are appropriate when using appointments to indicate employee availability.

  4. Set the start and end dates and times.
  5. Click the All day checkbox if it's an all day meeting.
  6. To create a recurrent appointment click the Recurrent checkbox and enter recurrence details, see below.

  1. Assign the appointment to a user.
  2. Add information about the appointment in its Details area.
  3. Click the Attendees tab.
  4. You can add employees (A) and case contacts (B) to the appointment.

  5. Select a person from either list and click the list's Add button. You can do this multiple times.
  6. You can send meeting invite emails to the employees involved by clicking the Send employees calendar invite by email checkbox, see Send meeting invite emails below.
  7. When sending emails you can change the default reminder for the meeting in the Reminder dropdown list.
  8. Click OK to save the appointment and send emails (if selected).

If the appointment is linked to a case you will now see the appointment in the case's Calendar tab. It will also be listed in the system Calendars for the assigned user and any other users who are attendees.

Send meeting invite emails

When you create, modify or delete non-recurrent appointments that are linked to a case you can also send meeting invite emails to the employees who are attending. They are sent when the appointment is saved.

By default the invites include a 15 minute reminder.

The emails use text templates that are specified in a System settings.

See Appointment emails for full details.

Double bookings

When creating/modifying an appointment, you will be warned about potential double bookings where the new appointment would overlap with an existing appointment for anyone listed as attending. This includes the assigned user, other employees and case contacts.

If the person has an appointment with a Free status it will be ignored in double-booking detection, see Manage employee availability.

Recurrent appointments

A recurrent appointment appears once in the Appointment Grid View of the calendar.

However, it occurs regularly for a certain number of times, as you can see in the calendar views of the appointments. This is based on the defined recurrence pattern.

You could think of a recurring appointment as comprising multiple appointments, all members of one recurrent appointment.

To make a recurrent appointment click the appointment's Recurrent checkbox.

The Recurrence Editor appears.

  1. Enter the appointment times.
  2. Enter the recurrence pattern, see details below.
  3. Enter the maximum number of recurrent appointments.
  4. Click OK.

Recurrence patterns

Some patterns are simple, such as daily appointment or one that occurs weekly every Monday.

A recurrence pattern of the 28th day of every month is a little more complex.

The second recurrent appointment's date is calculated by moving forward in time from the first appointment's date until the 28th of a month is located. This might be in the same month or the next month.

If the recurrence pattern is the 28th of every two months it moves forward again to the 28th of the following month.

Note that the second recurrent appointment might be quite close to the first, depending on the recurrence pattern and the actual dates.

For example, when the recurrence pattern is the 28th of every 1 month and the first appointment is on July 16, the second appointment will be 12 days later on July 28. However, the dates of the third, fourth and any subsequent appointments, all similarly on the 28th of each month, will each be separated by a month.

Similarly, if the recurrence pattern is the first Sunday of every 1 month, the dates of the first and second appointment will be a few weeks apart, with the dates of the subsequent appointments separated by a month.