Modify a Multi-Resource Service Appointment

A multi-resource service appointment includes more than one service resource, with one service resource set as the primary resource. Modifying the resources of a multi-resource service appointment presents an additional challenge. The time slot of such an appointment must match the availability of the resources from a particular work type group within a service territory.

This use case is applicable when a secondary resource of a multi-resource appointment marks themselves absent. In that scenario, the appointment must be updated with an available resource. The absent resources, however, must ensure to mark themselves as absent in Salesforce Scheduler. Otherwise, the API request to retrieve the list of service resources continues to include the resources that are currently unavailable or absent.

The steps in this section provide a high-level overview of how you can let users choose different service resources or an alternate time slot for an existing multi-resource service appointment.

The use case provides the steps to modify the secondary resources. You can’t modify the primary resource by using the steps provided in this section. To modify the primary resource of a multi-resource appointment, you must delete the original appointment first. Then, create a new appointment with an available service resource set as the primary resource.