Managing appointments

Using the calendar feature in FootPrints, you can track personal and workspace appointments, schedule meetings and tasks, and more. Appointments can be linked to tickets and can be synchronized with Microsoft Outlook via email or, if you have the FootPrints Mobile add-on module, can be synchronized with your mobile device.

Basic calendar settings are managed through the work schedules defined for workspaces and for individual agents. Work schedules include regular work hours, holidays, vacations, and sick leave. You can set the displayed time to your local time zone so that all appointments and other times appear in local time rather than server time and you can create appointments in your Personal calendar, your Workspace calendars, or both.

You can access the calendar by clicking the console tab at the top of the FootPrints window or from a ticket via the Actions menu in the ticket pane. 

The following topics are provided: 

Creating an appointment on the calendar

The following instructions explain how to create an appointment directly in the calendar console. To create an appointment from a ticket, follow the instructions in Creating appointments from records. To create an appointment from your mobile device, follow the instructions in Creating appointments - Mobile.

1. Click the Calendar tab.
   The Calendar page appears, showing the Week view. You can click the Day, Week, and Month buttons at the top right of the calendar to change the view.
2. (Optional) In the field below the small calendar (where it says Personal Calendar), select the container or item for which you want to create the appointment.
   Personal Calendar is selected by default and includes any user-specific appointments. If you select a container or item, only appointments for that selection are shown.
3. Do either of the following:
   • Click the Actions button and select New Appointment.
   • Click in the calendar on the day and time when you want to create an appointment.
     The Create appointment page appears. For workspace calendars, if you selected a container or item, the Linked Items section appears below the Title field.
4. In the Title field, enter a descriptive name for the appointment.
5. (Optional) In the Location field, enter the location for the appointment.
6. (Optional) To schedule this appointment for a particular container, do either of the following:
   • To select a container and a specific record type, in the left margin (under the calendar), click the down arrow next to the field that says "Personal Calendar" and select the appropriate container and record type.
   • To select only a container, below the Linked items section on the appointment form, select Personal & Container, click the down arrow next to the field that says "Select Container", and select the appropriate container.
7. To create, edit or delete linked records (such as tickets), in the Linked Items section, do any of the following:
   1. To create a linked record:
      1. Click Create Linked Item to create a new item and link it to this appointment.
         The Create Linked Item dialog box appears.
      2. In the Container field, select the appropriate container.
         If you have already selected a container in step 6, that value is shown and this field is read-only.
      3. In the Item field, select a record type.
         If you have already selected an item in step 6, that value is shown. You can select a different item in the selected container.  
      4. (Optional) In Link using the field, select a Date/Time field to use for linking.
      5. Click Apply.
         A New item page appears.

      6. Fill in the required information and click Save.

      7. Click the Calendar tab to return to the appointment form.
   2. To edit the linked record list, select an entry and click Edit. Modify the fields as needed, save the record, and click the Calendar tab to return to the appointment form.
   3. To remove a linked record, select it and click Delete.
      The record is removed from the list.
8. (Optional) To add this appointment to the container calendar, below the Linked Items section, select Personal & Container, click the down arrow next to the field that says Select Container, and select the appropriate container.
9. In the When section:
   
   1. Select start and end dates and times.
   2. (Optional) To set up a repeating appointment:
      1. Select the Recurring check box located to the right of the date and time fields.
         The Recurring Items section appears, showing any other recurring appointments scheduled.

      2. In the Recurrence section, select how often the appointment should occur.
         Options are Daily, Weekly, and Monthly.

      3. Select when to repeat this appointment.
         You can select how many times it should repeat, on which day of the week, and when it should stop. The options vary, based on your other selections in this section. For example, when creating a monthly meeting, options are the start date or the corresponding day of the month.
10. (Optional) In the Description field, enter a useful description of this appointment.
11. (Optional) To invite other users to this appointment, in the Invitees section:
    1. Next to the heading, click the ellipsis (...) at the far right of the field.
       The Select for Invitees field dialog box appears.
    2. In the Available Users list, select attendees (individuals or teams) and move them to the Selected Users list.
       Only users assigned to the selected container are listed. You can add each user to the Invitees field only once.
    3. (Optional) To view a list of the invitees and a graph showing their availability, click Check Availability.
       The Availability: New Appointment calendar appears, showing the schedules for the current date (not the Created Date of the ticket). Blue indicates the user is out of the office. Red indicates the user is booked. No color indicates the user is available. You can view the list by the day or week and scroll to earlier or later times. You can also check invitee availability from the main calendar pane by clicking Availability in the left pane. For more information about checking availability, see the Related topics.
    4. Close the Availability calendar to return to the Appointment form.
12. (Optional) In the Email Confirmation section:
    

    1. Change which email notifications to send such as notifying the invitees.
       If you selected a container or item, the Email Me option is not available.

    2. If synchronization is enabled for your environment, to synchronize this appointment with your Outlook calendar, select Sync with Exchange.
    3. In the Set reminder field, change the default setting of None.
13. Click Save.
    The new appointment appears on the calendar. If a reminder is set for the appointment, the Alarm icon appears to the right of the appointment title. If it is a recurring appointment, the Recurring icon also appears.

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Editing an appointment on the calendar

You can edit the appointments on your calendars. When editing a recurring appointment, you can only change alloccurrences of the appointment; you cannot change individual occurrences.

1. Click the Calendar tab.
   The Calendar page appears, showing the Week view. You can click the Day, Week, and Month buttons at the top right of the calendar to change the view.
2. (Optional) In the field below the small calendar (at the left margin), select the container/item for the appointment that you want to modify.
3. Do one of the following:
   • Click the appointment.
     The Edit Appointment pane appears.
   • Right-click the appointment and then select Edit Details.
     The Edit Appointment pane appears.
4. Modify the fields as needed, and click Save.
   The Calendar pane refreshes to show your changes.

Deleting an appointment on the calendar

You can delete appointments from your calendars. The process is slightly different for one-time appointments and recurring appointments. You can also change the dates on which recurring appointments occur, effectively adding or deleting appointments.

The following topics are provided:

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Related topics

Editing appointments

Deleting appointments

Editing your Personal work schedule

Checking agent availability