What is a Customer Event?

A customer event is a special situation that affects when a customer is open, closed, or available for visits during a specific date or date range.

Examples:

Public holiday where the customer site is closed
Annual shutdown (e.g., plant closed for 2 weeks)
Special open Saturday for urgent maintenance
Customer fair or internal training day with limited access

Customer events are always linked to a customer account and are separate from normal opening hours.

They are used to:

Show special openings/closings in the customer record
Automatically influence planning and suggested visit dates.
Help planners and technicians know when a customer can or cannot receive visits.

In short: a customer event tells the system “On these dates, this customer is open or closed in a special way, so plan visits accordingly.”

Where Customer Events Are Managed

Customer events are created in two steps:

Prepare event types on the portal.
Use these event types in the Field Service App to create real events for each customer with specific dates

What is an Event Type?

An event type is a label that describes what kind of special situation it is—for example, “Public holiday,” “Annual shutdown,” “Inventory day,” or “Special Saturday opening.”

Event types are created once on the portal and can be reused when adding events for individual customers in the Field Service App. The actual customer events (with real dates and a specific customer) are always added through the Field Service App, not on the portal.

How to Create an Event Type on the Portal

To create event types on the portal

Go to portal Settings. In Settings, select the Accounts Menu.
Open the Events tab.
Click the Add button in the top right corner to create a new event type.
The organization is selected by default.
Enter the event type name (e.g., “Public holiday,” “Annual shutdown,” “Inventory Day”).
Enter a short code for the event type.
Decide if this event type should mean that the customer is closed. If it should, tick the “is closed” box. If it is only informational and the customer can still receive visits, leave “is closed” unticked.
Choose a color for the event type so that it can be recognized easily in the planning screens or board.
Fill in the description with a simple explanation of when and how to use this event type.
Save the event type so it becomes available to users in the Field Service App.

Once you have created the event types, you can start adding customer events in the Field Service App. You do not add customer events on the portal; they are only added through the app. Adding an event for a specific customer is done in the customer opening hours tab, in the Field Service App.

Adding a Customer Event in the Field Service App

Open the Field Service App and sign in.
Click the 9-dot menu icon in the top right corner of the app and select Customers.
Search for and choose the customer for whom you want to add an event.
Go to the Opening Hours tab for that customer. You will find the Customer Event section in the opening hour tab.
Click the plus (+) icon in the top right header of the Customer Event section.
Select an event type from the list created on the portal.
Set the “from” date to the first day of the event.
Set the “to” date to the last day of the event (or the same day if it is only one day).
Enter a clear description explaining what is happening on those days.
Save the event so it is stored for that customer.

After saving the event, the system uses the event type settings and the dates you entered to influence planning and suggested visit dates. If the event type is marked as closed, the customer will be seen as unavailable on those days.

When planners schedule work orders or visits, the system will warn them if they try to plan on a closed day, and suggested dates will automatically avoid those days. On the planning board, these events appear in the chosen color, with the event name and the customer’s name, making closures or special situations easy to spot.

Technicians using the app can also see these events listed under the Customer Event section, so they know in advance if a site will be closed, partially available, or has special rules on particular days.

Editing or Deleting an Event Type (Portal)

Edit an Event Type:

Go to Portal Settings → Accounts Menu → Events tab.
In the list of event types, find the one you want to change in the list.
Click the pen icon on the event type.
Update the details (name, short code, color, description, or “is closed” setting).
Save your changes so they take effect.

Delete an Event Type:

In the same Events tab, click the bin/trash icon on the event type you want to remove. Once deleted, that event type will no longer be available in the Field Service App.