Appointments
Requires.
- Tech Scheduler with View for customer tech appointments, Tech Scheduler - Leads for the read-only slotted tech scheduler preview on leads, or Sales Scheduler / Personal Appointments with View to see sales appointments. The lead tech scheduler preview does not create or save appointments.
- Tech Scheduler with Create to create tech appointments on customers. Tech appointments cannot be created on leads.
- Sales Scheduler with Create or Personal Appointments with Create to create sales appointments on leads, or on customers when the feature is enabled.
- Tech Scheduler with Modify, Sales Scheduler with Modify, or Personal Appointments with Modify for your own sales appointments, to edit appointments of that type.
- View Tech Schedule or View Sales Schedule on the assigned user's schedule to use the Work screen on a specific appointment.
The Appointments tab shows every scheduled event for this customer — new installs, service calls, follow-ups, sales appointments, inspections, everything. Every appointment has a date/time window, an assigned user, a type (install, service, sales visit, etc.), and a status lifecycle (scheduled → on the way → on site → complete or cancelled).
Getting here
- Click Appointments in the customer's header tab bar. The tab shows a count of upcoming appointments.
- Or navigate directly to
https://portal.securitytrax.com/{your-company}/customers/{id}/customer-appointments.
The list
The list shows every appointment on this customer, ordered by date — most recent (or nearest upcoming) first. Each row shows:
- Date & time window — start and end, formatted for your timezone.
- Type — install, service, follow-up, sales call, inspection, etc. (drawn from your company's appointment-type catalog).
- User — whose schedule this appointment is on.
- Linked work order — if the appointment has a work order, its ID is shown and clickable.
- Status — scheduled, on the way, on site, complete, cancelled, no-show.
- Notes — any notes recorded on the appointment.
Click a row to open the appointment in either edit mode (if you have modify permission and the appointment isn't complete) or read-only.
Creating a new appointment
Two paths:
- + New Appointment quick-action in the header flyout.
- + New Appointment button on the Appointments list itself.
Either opens the appointment create form.
Form fields
| Field | Required? | Type | Validation | Notes |
|---|---|---|---|---|
| Appointment Type | Yes, when both options are available | Segmented choice | Tech Appointment or Sales Appointment | Only appears when you can create both tech and sales appointments. Leads only allow sales appointments; the Tech Scheduler - Leads permission only shows the read-only slotted tech scheduler preview and does not save appointments. If you can create only one kind, SecurityTrax uses that kind automatically. |
| Duration | Yes | Select | 30-minute increments | Controls how much time the appointment blocks on the selected user's schedule. |
| Service Type | Yes | Select | One of your company's appointment types for the selected appointment kind | Tech appointments use tech service types. Sales appointments use sales visit types. |
| Sub Type | No | Select | One of the sub-types for the selected service type | May update the duration when the sub-type has a default duration. |
| Date | Yes | Date picker | — | The day the appointment occurs. |
| Days shown | No | Select | 1-7 days | Shows multiple consecutive scheduler grids starting with the selected date. Use the previous/next arrows to move by the selected range, or Today to return to today. The date card stays pinned while you scroll through that day's user list. |
| User | Yes | Scheduler grid selection | Must be an eligible user for the selected appointment kind | Tech appointments use eligible tech users. Sales appointments use users who can be assigned sales appointments. Users with Personal Appointments can assign sales appointments only to themselves. |
| Appointment Time | Yes | Scheduler grid selection | Start time and duration must fit in the selected day grid | Click the desired block in the selected user's row. |
| Work Order | Sometimes | Select | Existing active work order on this customer | Tech appointments only. Some companies require a work order before a tech appointment can be created. Sales appointments do not show or use this field. |
| Notes | No | Text area | Up to 2,040 characters | Short context for the assigned user — access code, gate code, pet warnings, customer preference, or sales-call context. |
| On-Site Notes | No | Text area | None beyond normal text storage limits. | Tech appointments only. Your company can pre-fill this from Global Settings → Record Defaults → Tech Schedule Defaults → Tech Note. You can edit or clear it before saving. |
Distance indicators
The scheduler grid and appointment form can show distance information to help dispatchers pick the best tech and time slot.
Distance from start — shown next to each tech's name in the scheduler grid. This is the straight-line distance from the tech's configured start location to the customer's address. It appears for every tech in the grid as long as both the tech's start location and the customer's address have valid coordinates.
Distance from previous — shown in the appointment form after you select a tech and a time slot. This is the driving distance from the location of the tech's last completed appointment earlier that day to the customer's address. If the tech has no earlier completed appointments that day, the distance is measured from the tech's start location instead.
Note. Both distance indicators require the customer's address to have valid geographic coordinates. Distance from previous also requires the company setting Show Previous Appointment Travel Info to be enabled in your tech scheduler configuration.
Click Save to create. The appointment appears immediately on the assigned user's My Appointments page, on the company Calendar, and here.
Note. The company setting Show Sales Scheduler on customers only affects regular customer records. Lead records can use sales appointments when you have Sales Scheduler or Personal Appointments permissions; Tech Scheduler - Leads is only for the read-only slotted tech scheduler preview.
Heads up. If you see A work order is required before creating a tech appointment, choose an existing work order in the Work Order field before saving. Create the work order first if the customer does not have one yet. This requirement never applies to sales appointments.
Reschedule by dragging on the grid
The scheduler grid also shows appointments already booked on each tech's row. You can reschedule one without leaving this page — the same drag controls as the company Calendar:
- Move — grab an appointment's drag handle and drop it on a new time, or onto a different tech's row to reassign it.
- Resize — drag its right edge to change the duration.
The same rules apply here as on the company calendar:
- You can only drag appointments you have permission to modify.
- As you drag, technicians who aren't valid for that customer are greyed out and reject the drop — using the same office-location / coverage-radius / max-radius coverage that decides which techs are listed for scheduling.
- Invalid drops (no permission, the slot is taken, the tech is out of coverage, or it runs past the end of the day) snap back with a message explaining why.
Editing an existing appointment
Click the appointment in the list. The edit form has the same fields as the create form. Save applies changes; reassigning to a different user moves the appointment off the first user's list and onto the new one. If a tech appointment already has a linked work order, the work order cannot be cleared from the appointment.
Tech Notes
The Tech Notes section appears below the main form fields for tech appointments and when editing existing appointments. It captures information from the technician's visit.
| Field | Required? | Type | Notes |
|---|---|---|---|
| On-Site Notes | No | Text area | Free-form notes from the technician about what happened on site. |
| Unable to complete reason | No | Select | Only appears when your company has configured unable-to-complete reasons. Select a reason if the technician could not finish the job. |
| Rescheduling | No | Select | Only appears on tech appointments when your company has the reschedule tracking setting enabled. Options: No, Yes - Dealer Initiated, Yes - Customer Initiated. |
| Reason for reschedule | No | Select | Only appears after selecting a Yes option for Rescheduling. Choose a reason from your company's configured reschedule reasons. |
The Work screen
Click Open work view on an appointment to open the work URL. This is where the assigned user updates their status and records appointment notes.
Appointment cards also offer quick actions without opening the Work screen: Navigate launches turn-by-turn directions to the customer in your device's maps app, and — when the appointment is assigned to you — On the way, Check in, and Check out update your status right from the list.
Permissions: the user assigned to the appointment can open Work for their own appointment. Other users need the matching scheduler permission for that appointment type.
What's on the Work screen
- Appointment card with date, customer, address, type, assigned user, and status.
- On the way, Check in, and Check out controls for the assigned user.
- Appointment notes captured at checkout.
- For tech appointments, work-order details and equipment tools when a work order is linked.
- For sales appointments, a lightweight sales work view that keeps the status controls and appointment notes without showing tech-only work-order or equipment tools.
The Tech Toolbox
If the appointment is linked to a work order, a Toolbox dropdown (wrench icon) appears in the work-order header on the Work screen. It groups quick actions a tech needs while on site so they don't have to leave the page:
- Create new — Upload File, Create Ticket, Create Message. Each opens an inline modal scoped to the customer; saved items appear immediately on the customer's Files / Notes / Messages tabs.
- Connections — Monitoring, Interactive Services Provider. Opens the customer's monitoring or ISP connection panel without navigating away from the Work screen.
- Billing — Capture Payment. Opens the customer-payment editor in a modal so a tech can collect a payment in the field. If the customer is a child account in a parent/child billing setup, the payment is recorded against the parent (where billing lives), matching how the Payments tab behaves.
Each item is permission-gated — you only see the items you're entitled to use. Capture Payment, for example, only appears if you have Payments with Create on the billing customer's location.
When the assigned user checks out, the appointment stores the checkout status and notes. Completed appointments drop off the open list on My Appointments. They stay visible on this Appointments tab for historical reference.
Relationship to work orders
Appointments and work orders are related but separate concepts:
- An appointment is a scheduled visit — who's coming, when, where.
- A work order is a record of work to be done or work that was done, with line items for labor, parts, and billable items.
You can schedule a tech appointment against a work order (linking them), in which case the Work screen is populated by the work order's scope. Sales appointments are standalone scheduled visits and cannot be linked to work orders.
Related
- My Appointments — the tech's personal calendar.
- Calendar — the company-wide calendar across all techs.
- Work Orders — the per-customer work-order list.
- Home — back to the customer record.