Overview
Users, even agents only on the mobile app, can integrate personal or business Outlook or Google calendars. To connect your personal Outlook/Microsoft365 Calendar or personal Google calendar to your serviceminder calendar, log in and follow the steps below.
Make sure you have a Service Agent connected to your User before setting this up! Otherwise, you will not see the options to connect a calendar.
Settings and Navigation
For either Google or Microsoft calendar syncs, you will start by going to the Gear/Cog wheel in the top right of the screen next to the Bell icon and the "Log out" link.
This will take you to your Personal Preferences page.
serviceminder offers connection to your personal Outlook/Microsoft365 and Exchange calendars. Depending on which you are connecting serviceminder with, the steps vary.
Connecting with Outlook/Microsoft365
After clicking on the gear icon, you can click on the Connect link in the middle of the page next to Microsoft365 and follow the steps accordingly.
Connecting with Exchange
To connect your personal Microsoft Exchange Calendar to your serviceminder calendar, go to Control Panel > Users, click edit on your user. Scroll down to the Exchange/Microsoft365 section.
Enter the URL you use to access your Outlook account. For example:
https://outlook.office365.com/EWS/Exchange.asmx
Enter the username and password for your account. Then click Save on that page.
The user's details page will now show an Exchange/Microsoft365 property if everything is configured correctly. You can verify the credentials by clicking the link with the Url/Username displayed to go to the Calendar Sync events page. This page will show all calendar events in date range specified as well as status information on whether they are connected to appointments or time offs in serviceminder.
If your credentials are not valid, this page will also display an Unauthorized error message. If you get this, go back and re-enter your account credentials.
If an event is listed on Exchange/Microsoft365 but not in serviceminder, you may click the Import action to bring it in.
Note that appointments with Sensitivity set to Private or Confidential will import as "Private event" in serviceminder.
Current Limitations
This integration currently supports only non-recurring appointments. Appointments created in serviceminder will be created as appointments in Exchange/Microsoft365.
If you have Updates Appointments enabled, any changes to those appointments in Exchange/Microsoft365 will be reflected in serviceminder.
If you have Create Time-offs enabled, any appointments you create in Exchange/Microsoft365 (non-recurring) will be reflected in serviceminder as a time off. Appointments created in serviceminder should reflect on your Exchange/Microsft365 account within a few minutes.
Like the Google Calendar integration, creating time-offs in serviceminder does not currently create events in Exchange/Microsoft365.
Latency
Similar to Google, Exchange/Microsoft365 does not notify serviceminder of any changes in real time. The maximum latency for us to find and update appointments/time-offs with their latest times/etc. is 1 hour.
Google Calendar Sync
This setting only shows if you have a Service Agent attached to your name. For set-up instructions, scroll to the Troubleshooting section at the bottom of the page.
Syncing a Calendar
To connect your personal Google calendar to your service agent serviceminder calendar, click on the small cog icon in the upper right-hand corner of any page.
Then use the sign in link found in the Google Calendar section (which will look like the Google logo button).
Clicking the link will take you to a page provided by Google that will prompt you to give serviceminder permission to access the calendar.
Once you have completed the authorization process through Google, you'll be taken to the Google Calendar settings page back insider serviceminder where you can select what you'd like to sync over.
Calendar
Select which calendar to push serviceminder appointments to. Note that if you change this, appointments already pushed to a different calendar will not be moved. It will only affect new appointments.
If your desired calendar is not listed, please verify that the calendar is marked as public. serviceminder is unable to sync with private calendars.
What is "Update Appointments"?
Selecting this option will update appointments in serviceminder with changes made to them in Google Calendar. This option only works for appointments pushed to the Google Calendar by serviceminder.
Note that if you enable this and the Service Agent then makes appointment changes, the contact will get notified of the change if there is a confirmation email configured for the appointment. This also does not validate any conflicts with existing appointments, so it's possible for an agent to double book themselves.
What Is "Cancel Appointments"?
In most cases, you should cancel appointments using serviceminder's interface. However, for those who would like to be able to cancel appointments easily through Google, this option is for you.
If you have this option enabled, you can cancel appointments using Google's interface and simultaneously cancel the appointment in serviceminder. If your agent should not be able to cancel appointments in the first place, we recommend turning this option off.
What is "Create Time Off"?
Since serviceminder needs quite a bit of information to create appointments, it's not possible to take an arbitrary appointment created on the Google Calendar and turn that into a serviceminder appointment.
If this option is enabled, then any appointments created on the selected Google Calendar will map to Time Off entries for the service agent. That will block the time off so serviceminder won't let you create an appointment that will conflict with it.
Only enable these options if the owner of the Google Calendar should be allowed to make arbitrary appointment changes that may generate notifications to the customer. These options default to OFF. The settings are per Service Agent. You may want to enable the options for the owner's calendar but not for the other members of your staff.
Disconnecting Google Calendar
If you no longer want you google calendar to be sync, click on the small cog icon, click the Settings hyperlink which will take you to the Google sync settings page and click the Disconnect button.
FAQs
Why don't I see those settings under the Gear settings menu?
You will need to make sure that you have a Service Agent account and that it is attached to your User. You can find that option to add it under User < Edit < Settings tab < Service Agent box located directly under Role. Once connecting, you should see this option appear in the Gear settings.
Troubleshooting
I cannot see the preferences or any way to link Google Calendar.
Make sure you have a Service Agent set up. Go to Control Panel < Service Agents < Add new (if one is not existing).
Connect your Service Agent to your User. Go to Control Panel < User < Edit User < Settings < select your name from the drop down for "Service Agent".
