Remove old resource when appointment is scheduled with a new team member
S
Saba Gebru
In a group link a client schedules with one of the team members from the group. Then the client reschedules with another team member from group. During the rescheduling process:
The schedule time for the first appointment is removed from ConnectWise.
A schedule time for rescheduled appointments is added to ConnectWise.
The rescheduled team member is added as a resource in ConnectWise.
The first appointment team member remains as a resource in ConnectWise. This creates confusion and it will be great to have the resource removed when appointment is rescheduled with a different resource.
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Jason Casuga
Saba Gebru: This issue has to do with the first resource being added as the Ticket Owner when the TimeZest appointment gets scheduled. The specific setting can be found in the appointment type > Appointment Details > "Update ticket owner".
When the appointment gets scheduled, the first resource gets added to the ticket twice, one as a resource with the agreed scheduled date and time as well as a resource which has a blank Start Time and Date. That is ConnectWise behavior when adding a Ticket Owner to a ticket without TimeZest involved.
When the TimeZest appointment gets rescheduled, the resource that has the agreed date/time gets updated to the new resource while the resource with no date/time stays. TimeZest won't know to remove that resource because there is no specific indicator that it was tied to a TimeZest scheduling process.
If you're looking to remove this issue, then we suggest to change the "Update ticket owner" setting to "Don’t update the ticket owner".
Ken Neff: I'm not sure how this is affecting Autotask so I'll do some investigation. Are you saying that the Primary Resource does not move to the Secondary Resource when the appointment gets rescheduled to someone else?
K
Ken Neff
This would be a great addition for AutoTask also.