Introduction
Unavailability in the Field Service App (FSA) refers to any period during which a mobile user, such as a technician, is not available to work. This can include holidays, sickness, training sessions, or any other reason that prevents the user from carrying out work assignments.
While unavailability types are defined and configured in the portal by administrators or managers, mobile users can create and manage their own unavailability directly from the Field Service App. Any unavailability created in the app automatically syncs with the portal and is reflected on the plan board and in the timesheet overview, ensuring full visibility for planners and service managers.
Note: Before unavailability can be created in the Field Service App, the required unavailability types (such as Holiday, Illness, or Unpaid Leave) must already be set up in the portal.
For more information, read How to Set Up, Create and Manage Unavailability (Portal).
Prerequisites
Before you can create or manage unavailability in the Field Service App (FSA), your user rights must allow it. In the portal, go to Users, open the relevant user profile, and select User rights. Under Mobile apps and then Service app, make sure the option “Allows the mobile user to manage their unavailabilities” is enabled. If this permission is not enabled, the user will not be able to add, edit, or manage unavailability from the mobile app.
Accessing Unavailability in the Field Service App
Mobile/tablet users can view their unavailability records directly from the Field Service App.
To access this page on mobile/tablet, open the Wello Field Service App, tap the menu (9-dot) icon and then select Unavailabilities.
The Unavailability page displays a list of all entries in a monthly list view, meaning entries are grouped under the selected month.
Users can navigate between months using the backward and forward arrows in the header.
Click on "This month" in the header to select and view a different month.
How to Add Unavailability in the Field Service App
Users can create their own unavailability directly from the Field Service App. This is useful when plans change while on the move and allows technicians to quickly log time they will not be available.
For Mobile Users: To create a new unavailability entry, tap the menu (9-dot) (+) icon in the the app
For tablet users: To create a new unavailability entry, tap the plus (+) icon in the top right corner of the app
and select Unavailabilities.
This opens the Add Unavailability screen, where the details of the unavailability can be entered.
You will see few options. They are defined below.
Type
Type refers to the reason for the unavailability, such as Holiday, Illness, Training, or Unpaid Leave. The list of available types is configured by your organisation in the portal and is what you’ll see when creating an unavailability entry.
From
From defines the start date (and time, if applicable) of the unavailability. By default, it is set to today (highlighted in green box below), but it can be adjusted to reflect when the unavailability should begin (as shown by blue anchor).
To
To defines the duration of the unavailability. Depending on the option selected, it can represent the end of the business day, a number of business days, a full business day, or a specific end date and time.
Location
The Location field in unavailability is used only to provide additional context about where the user will be during the unavailable period (for example, Home, Office, or Other). It does not affect how unavailability is applied or scheduled; availability is always determined by the selected dates and times. The available location options depend on your organisation’s configuration, and the selected location is synced to the portal and visible alongside the unavailability record.
Description
Description is an optional field used to add notes or additional details about the unavailability. This information is visible in the portal and can help planners or managers better understand the context of the unavailability.
First, select the unavailability type, such as Annual Leave, Illness, Training Workshop, or Unpaid Leave. The colour shown next to each type matches how the unavailability will appear on the plan board in the portal.
Next, select the From date, which represents the start date of the unavailability. By default, this is set to Today, but it can be adjusted if needed.
The To field is used to define how long the unavailability should last. The following duration options are available in the Field Service App:
Rest of the day, which marks the user unavailable from the selected start time until the end of the business day.
From now and number of business days, which allows the user to specify how many business days the unavailability should span, with the option to include additional days if required.
Full business day, which blocks the entire business day for the selected date.
Select time period, which allows the user to define a specific start and end time within today's date.
When "Select time period" is chosen, an additional Unavailability time section is displayed, allowing users to set exact From and To times.
Recurring Unavailability in the Field Service App
Recurrence allows the unavailability to repeat automatically over time. This option becomes available when "Full business day" or "Select time period" is selected. Once enabled, additional recurrence settings are displayed.
Recurrence Pattern (Day / Week / Monthly)
This setting defines how often the unavailability repeats:
Day repeats the unavailability every set number of days.
Week repeats it on selected days of the week, every set number of weeks.
Monthly repeats it on a specific date or pattern each month.
Repeat Every
This field defines the interval between each recurrence. For example, repeating every 1 day means the unavailability occurs daily, while repeating every 2 weeks means it occurs every second week.
Allow Weekends and Holidays
When enabled, the recurrence includes weekends and holidays. When disabled, the recurrence applies only to business days.
Ending
This setting defines when the recurrence should stop. You can choose to:
End On a specific date, or
End After a specified number of occurrences.
If no recurrence is required, this option is disabled.
Note: Recurring unavailability created in the Field Service App follows the same recurrence logic as unavailability created in the portal. The Description field is optional and can be left blank.
Saving or Confirming Unavailability
At the bottom of the Add Unavailability screen, three action buttons are available: Cancel, Save, and Confirm.
Cancel discards the unavailability entry and closes the screen without saving.
Save stores the unavailability while keeping it editable in the mobile app. After the next synchronization, the entry becomes visible on the portal, plan board, and timesheets, and can still be edited or deleted from the Field Service App.
Confirm saves and finalizes the unavailability. After the next synchronization, the entry becomes visible on the portal, plan board, and timesheets, and can no longer be edited or deleted from the mobile app. Any further changes must be made from the portal.
If the unavailability does not appear immediately on the portal, users can manually trigger synchronization by selecting Sync Now from the app menu.
Frequently Asked Questions (FAQ)
Can I create unavailability directly from the Field Service App (FSA)?
Yes. Mobile users, such as technicians, can create and manage their own unavailability directly from the Field Service App. Once saved and synced, the unavailability is visible in the portal, on the plan board, and in the timesheet overview.
Do I need access to the portal to add unavailability?
No. You can create unavailability entirely from the Field Service App. However, unavailability types must already be configured in the portal by an administrator or manager. Portal users with the right access can also add unavailability on the portal.
What are unavailability types?
Unavailability types define the reason for the absence, such as Holiday, Illness, Training, or Unpaid Leave. The available types are set up in the portal and are automatically available in the Field Service App.
Can I add unavailability for multiple days or a longer period?
Yes. You can choose different duration options, including full business days, a number of business days, or a specific time period. You can also enable recurrence for repeated or long-term unavailability.
Is recurrence available in the Field Service App?
Yes. Recurrence is available when you select Full business day or Select time period. You can choose to repeat the unavailability daily, weekly, monthly, or on specific dates.
What is the difference between Save and Confirm?
Save keeps the unavailability editable in the mobile app. Confirm finalizes the unavailability. After confirmation, the entry cannot be edited or deleted from the mobile app and can only be managed from the portal.
Can I edit or delete an unavailability after creating it?
You can edit or delete an unavailability from the mobile app only if it was saved and not confirmed. Once confirmed, it cannot be edited or deleted.
Why don’t I see my unavailability in the portal immediately?
Unavailability entries sync automatically, but if it does not appear right away, you can use Sync Now from the app menu to force synchronization.
How is unavailability displayed in the mobile app?
Unavailability entries are shown in a monthly list view. You can navigate between months using the arrows in the header or select a different month directly.
Will planners and managers see my unavailability?
Yes. Once synced, planners and service managers can immediately see your unavailability on the plan board, and it is also included in the timesheet overview and on the unavailabilities page on the portal.
Why can’t I add or manage unavailability in the Field Service App?
This usually means the required mobile user right is not enabled. In the portal, go to Users → User rights, open the user profile, and under Mobile apps → Service app, make sure “Allows the mobile user to manage their unavailabilities” is enabled. If the permission is disabled, unavailability cannot be created or managed from the mobile app.