Scheduled Cal Changes Workflow 

Client Proposes new time  

Triage Specialist will review the proposed new time to see if the current assignment user is available during that time. 

• If they are – reschedule for the requested time and email client to confirm new appointment 
• If they are NOT – The triage specialist will review the ticket to see if new or ongoing ticket to determine if the assignment user will change to next available or remain with existing. 
• If an existing ticket with time captured by the assignment user, the assignment user will not change, and we provide the client with the assignment users next availability and book the appointment to hold the slot. 

Client Declined    

Triage specialist will review the ticket and confirm if this is a new or existing ticket 

• New – Triage Specialist will call the end user to mutually agree to a time and book appointment for whoever is available based on client’s availability  
• Existing – Triage specialist will call the end user to mutually agree to a time where both parties are available 

Templates 

Client reached  

Hello %{record.requested_for.first_name} 

Thank you for contacting the centrexIT service desk! I have scheduled a technician to assist you on August 1 at 2:00pm PDT. Please let us know if this will present a conflict. In the meantime, you are welcome to respond to this email, or give us a call at (619) 651-8787 if you have any other concerns or questions. 

Thank you! 

Unable to reach client  

Hello %{record.requested_for.first_name} 

We recently called to reach you to discuss a time for one of our team members to connect with you. Since we were unable to reach you, we have booked you for our next available appointment at X day at X time. Please reply to this email or give us a call at (619)651-8787 if we need to further discuss availability. 

Thank you!