Link appointments and support activities to a case so splose can track them against the client's budget, hours, or sessions. Linked bookings count towards the case's allocated and invoiced totals, and the calendar shows where each one sits in the case.
This guide shows you how to add appointments and support activities to a case from the calendar, or from the case itself, and what to check if a case doesn't appear.
Before you begin
Create the case first. Service agreements don't create cases automatically
Article: Set up and manage casesCheck that the case's issue and expiry dates cover the date of the appointment or support activity. You can only add bookings that fall between those dates.
Check that the case is open. You can't add bookings to a closed or expired case.
Add appointments and support activities from the calendar
Link a booking
Create an appointment or support activity from the calendar.
In the Case field, select the case. If the client doesn't have one yet, select + Create a Case.
Complete the rest of the booking.
Click Create,
Note: If you encounter an error when trying to create a case directly from an appointment, create the case first and then link it to the appointment.
Link an existing booking
On the calendar, click the appointment or support activity.
Click Edit at the bottom of the sidebar.
Select the case in the Case field.
Click Save Changes.
Add appointments and support activities from the cases page
Each case lists the appointments and support activities you can add to it. It includes bookings that aren't already in another case.
Go to the client's profile and select the Cases tab.
Open the case.
Click Actions in the top-right corner, then select Edit.
Under Assign appointments or Assign support activities, tick the checkbox next to each booking you want to add.
To add every booking of one service type at once, tick the top checkbox.
Save the case.
💡 To check a booking before you add it, click the eye icon. This opens the appointment details, where you can check any attached provider travel or make changes.
Things to note
Each appointment or support activity can only be linked to one case.
Provider travel counts towards the case automatically, as long as it's linked to the appointment.
Custom line items added straight to an invoice don't count towards the case. To track them, create an appointment or support activity and link it to the case.
Cancelled and Did Not Arrive appointments count towards the case's totals only when Include Cancelled and Did Not Arrive Appointments is ticked on the case.
You can still change the case on an appointment or support activity after its invoice is marked as sent.
To make sure every booking for a service is linked to a case, turn on Make Adding a Case Compulsory for that service.
Troubleshooting and FAQs
Cases not appearing
The case doesn't appear when I book. Why?
The case doesn't appear when I book. Why?
The case's issue and expiry date may not cover the booking's date, or the case is closed and expired. Create the booking without a. case. Then open the case from the client's profile, update its dates, or reopen it, and add the booking from the case.