Reschedule a work order

Move a work order to a new day or time by dragging it on the Schedule, or change its date and time from the work order page.

In the sidebar, open Operations, then Schedule. The page address is /schedule. You can also reschedule from the work order itself: open Operations, then Work Orders (/work-orders), and open the work order.

Before you start

Your admin has to give your role permission to edit the schedule. Without it, blocks on the calendar cannot be dragged and Change date/time is hidden.

Steps

On the Schedule:

1. Find the work order's block on the calendar. Hover over it to check the details; Open opens the work order.
2. Drag the block to the new time, or to another day. Drop it where it should go.
3. To make the visit longer or shorter, drag the bottom edge of the block up or down.
4. To drop the time but keep the day, drag the block up onto the all-day strip; it reads Time TBD there. Drag a Time TBD chip down onto a time to give it one.
5. If the new time overlaps another block for the same person or resource, Nova asks Override scheduling conflicts?. Confirm to keep the new time, or cancel to put it back.
6. To type the time instead of dragging, hover over the block and select Edit. In the schedule drawer, change the Date, Start time, duration or Arrival window, then select Save changes.
7. To take the work order off the Schedule altogether, press Unscheduled in the toolbar and drag the block onto that panel, or open the block and press Take off the Schedule. It waits there under Needs date until you drag it back; see Find work that needs attention. Confirm Take off the Schedule before the visit is removed. On a work order with several visits, only the visit you picked comes off.

On the work order page:

1. Open the work order and select Change date/time from its Actions menu (⋯), or select the Schedule item in the summary strip at the top.
2. Choose Date and time for a confirmed time window, or Date only when the time is still to be decided.
3. Set Date and Start time. Under End, leave Keep end synced to start on and pick a Duration, or turn it off and set End date and End time yourself.
4. Optional: under Arrival window, choose how wide a window the customer is told.
5. Select Save schedule. To keep only the day and drop the time, select Remove time. To take the work order off the Schedule altogether, select Take off the Schedule; Undo puts it back exactly as it was.

What you see

On the calendar, the block moves as soon as you drop it and Nova shows Schedule updated. with an Undo button; select it to put the work order back where it was. Dropping onto the strip, onto a time from the strip, or onto the Unscheduled panel shows the same kind of message with Undo. On the work order page, the Schedule section shows the new Start and End, and the calendar shows the block in its new place.

Selecting Undo restores the original work order time and arrival window. Automatic appointment messages retain at least 15 seconds for Undo, even for a visit starting soon or when the organization turns off the longer wait. Before delivery, Nova checks the restored appointment against what the customer already knows; if nothing changed, no change message is sent. Send now sends immediately when you choose it.

Changing only the end time or duration keeps the customer’s arrival promise and sends no reschedule message. Changing the start or arrival window can notify the customer with the new arrival promise when your organization sends appointment-change messages.

The drawer puts the work order number, assignee and customer contact actions in the work order card. Its header uses the dispatch title when one is set. The message card has one heading: Customer messages are on, Customer messages are off, or Some customer messages are on. It shows the current setting, with one Turn off or Turn on button. Select Customize messages to change individual message groups. The card uses a checkmark for completed work and shows the assigned resource’s avatar. “Customer knows” is a checkmarked status, not a button. Contact details and resource actions sit together in a compact card. Call, text, email, directions, log time and detail actions have icons; hover on a computer to see their names. Active-job controls disappear once the work order is complete or canceled. Remove time asks for confirmation before changing the item to a day with no time.

If something looks different

• The block will not drag: you do not have permission to edit the schedule, or the block comes from a calendar overlay, which is read-only here.
• The editor warns that the work order has multiple visits: Change date/time moves the primary visit only. Move the other visits on the Schedule.
• Undo has gone: it is offered for eight seconds after saving a drag, even if you hover over the notification. Drag the block back, or use Change date/time.

Dragging a card from Needs attention immediately shows its title beside your pointer, then shows the day and time where it will land. A customer-message toast describes the actual pending notice and says it is waiting to send. Creating, editing and cancelling within the waiting period leaves only the cancellation in Coming up.