Release Notes
Appointment Override

With this release, Dealer Administrators and Service Advisors can be given the flexibility to override blocked time slots in Appointment Manager in order to accommodate an urgent customer need or other exceptional situation.

The feature will be especially useful for dealerships that use the various appointment limit settings in Appointment Manager (AM) Administration such as service group limits.

Overriding an Appointment Block

In Appointment Manager’s Time & Advisor page, if a time slot is blocked (appears red), it can still be booked using the override function.

A time slot may be blocked, or overloaded already, because of the following AM Administration settings:

Service group limits
Transportation Option availability limits
Daily Labor Hours limits
Maximum number of appointments per time slot
Time slot blocked (or locked on the Day View )
Advisor calendar restrictions/availability
Department calendar restrictions/blocks

If the time slot is not available because it is not within the working hours of the department (as specified on the Department > Info tab in AM Administration) the time is not shown at all and cannot be used for an override appointment.

Note: A blocked time slot cannot be selected directly from the Day or Week view when initiating a new appointment. It can only be selected on the Time & Advisor page then overridden.

A pop-up warning appears when the user clicks "Next" on the Time & Advisor page indicating that this is an override situation.

Click “Confirm” to accept the override and continue.

An "Override" indicator is used to flag this as an override appointment on the Summary page:

The override action is also captured in the appointment Change History.

The Override indicator appears with the appointment throughout the application: Day view, expanded Week view, List view and Search view:

Override Used has also been added to the appointment Filter options and Quick Stats totals:

Modifying an Appointment in Override

Only a user authorized to perform overrides can edit an existing appointment in override status, including changing customer information, services, transportation option or time slot.
If the appointment is later moved to an unblocked time slot, it is still flagged as an Override appointment.
Users without override authority will only be able to view the appointment details if they try to edit it:

From the Day or Week View, you may also ‘drag-and-drop’ an override appointment tile into a different time slot, but only if that time slot is available (unblocked).

Note: Moving an appointment using drag-and-drop may result in a change in Advisor or double booking of the existing Advisor. Also, Service Group limits are ignored. Make sure to use cautiously and check and reassign the Advisor as needed.

Configuring the Override Option

(Dealer Administrator only) First, contact Client Support to authorize you and your dealership for the override feature.

Note: The admin setting changes can take up to an hour to be effective.

If you want to extend the option to one or more Advisors:

Go to Admin Settings > Admin > Manage Users

Select the Advisor.
At the bottom of the page, select (check) Allow manager override for appointments then click "Save"

Minor enhancements

To accommodate the additional Override indicator, all appointment indicators have been reduced in size on appointment tiles. Also, you can hover over an indicator to see the associated definition:

The List and Search results hide additional indicators if there are more than four:

Open the appointment details to see all indicators.

Bug fixes