The diary provides a visual representation of scheduled events, jobs, and estimates for engineers. It includes multiple viewing options to accommodate different scheduling needs.

View Diary

➡️ Go to the Navbar > Select Diary

Diary FAQs

💭 Q: Why can’t I drag and drop an event?
A: If you're unable to drag and drop a diary event, it’s likely because the event is locked based on the job’s current status. For example, if the assigned engineer has already marked themselves as "Traveling" or "Arrived," the event becomes locked for editing to maintain an accurate timeline. Additionally, administrative restrictions may be in place that prevent changes to the diary for certain users or job statuses.

💭 Q: What’s the difference between cancelling and deleting an event?
A: Cancelling an event removes it from the diary but keeps the job record in the system. This is useful when the job was postponed or declined but you still want to keep a historical record for the customer or property.
On the other hand, deleting an event completely removes the job from the system — as if it never existed. This should only be done when the job was created by mistake, as there's no way to recover deleted jobs.

💭 Q: How do I add a user to the diary?
A: To make a user appear in the diary, go to Settings > Users, then select the relevant user and click View. From there, choose Edit Business Details. You’ll see an option called "Appear in the Diary" — make sure this is enabled. After making the change, click Save. The user will now be visible on the diary for scheduling purposes.

💭 Q: How do I change a user’s color in the diary?
A: To change the color associated with a user in the diary, navigate to Settings > Users, then select the user you want to update. Within their profile, you’ll see an option to modify their assigned diary color. Choose a new color that helps visually distinguish them from other users, and make sure to save the changes.

💭 Q: Can I recover a deleted job?
A: No, unfortunately once a job has been deleted from within Commusoft, it cannot be recovered. Deletion is permanent and there is no undo option. If a job is removed in error, the only solution is to create a new one. For this reason, we strongly recommend using the Cancel option whenever possible — this removes the event from the diary but keeps the job record intact, ensuring accurate history for both the customer and the property.

Check out Diary/Schedule settings for how appointments are displayed.

Diary/Schedule View Options

Map View

This view displays the geographical location of all appointments using a real-time map. If you have trackers installed, the live location of your engineers will also be shown here.

See where engineers are working
Visualise travel routes
Optimise scheduling based on location
Filter the map view by time ranges (real-time or between selected hours)

Daily View

Ideal for reviewing individual engineer schedules by the hour. You can clearly see how long each appointment is, when an engineer is free (shown as blank space), and easily move events between engineers or time slots. Times are listed vertically on the left, and engineer names across the top.

Weekly View

Offers a snapshot of the entire week. Best suited if you manage a few engineers and want to see everyone's diary at a glance. Times run vertically on the left, with days of the week along the top. Events can be moved to different times or days.

Two-Weekly View

Similar to Weekly View but presented as a list of events over a two-week span. It’s harder to identify which engineer is assigned directly from the view, but it shows appointment times clearly. Dates are shown at the top.

Monthly View

A calendar-style overview where each day displays a condensed list of appointments. You can move events between days. Click +more to expand the full list of jobs for any given day.

Calendar

This makes it easy to switch between timeframes and locate relevant appointments quickly.

Navigating the Diary/Schedule

Open the Diary/Schedule view.
Click Today to jump straight to the current day.
Use the arrows next to Today to move forward or back through days, weeks, or months—depending on your current view.
Use the calendar in the top right corner to jump to a specific date:
- Click the arrows next to the month/year to scroll through months.
- Click directly on any date to view that day’s schedule.

Filters

User

This feature controls which users appear in the diary/schedule. You can add users to make their appointments visible, remove them if they are unavailable or no longer using the schedule, and rearrange them for easier viewing by user group or priority.

Add or Remove Users from the Diary/Schedule View

Open the Diary/Schedule.
Click on the Users option (usually at the top or side of the interface).
Use the search bar or scroll to locate a user.
Tick or untick the checkbox next to their name to show or hide them.
This is helpful for hiding users who are on leave or no longer using the schedule.
Selecting a User Group will add its users to the list, but they won’t appear in the diary until manually ticked and arranged.

Ensuring a User Appears in the Diary/Schedule

If a user isn’t showing in the diary/schedule, check that the “Appear in the diary/schedule” setting is enabled in their profile.
Click the Profile icon in the top right corner.
Navigate to Settings > Locate Users in the left handside
Click view on Users.
Click View next to the user’s name.
Click View again to access the user profile.
Select Edit business details.
Tick the checkbox for Appear in the diary/schedule.
Click Save to apply.

Rearranging Users in the Diary/Schedule

Open the Diary/Schedule.
In the Users filter on the right, tick the users you want to display.
Click and drag each user’s name to reorder them in the list.
The order you set will be saved and retained the next time you return to the diary.
If you select a User Group, its users will be added to the end of your current list but won’t appear until they are ticked and manually arranged.

User groups

The diary/schedule can be filtered by user groups. A user group is a collection of users organised under a shared role or purpose. For example, you might have a "Service Group" that includes all engineers who handle service-related jobs.

How to filter the diary/schedule by user group

In the diary, go to the Filters section on the right.
Click User Groups.
Tick the boxes next to the user groups you'd like to display.
The diary will update to show only users from the selected groups.

Skills

You can filter the diary/schedule to display only users with specific skills. This is useful when you're looking to assign a job that requires a particular qualification (e.g. gas, plumbing, electrics).

How to filter by skills

In the diary, go to the Filters section on the right.
Click Skills to open the skill filter menu.
Use the search bar or scroll through the list to find available skills.
Tick the boxes next to the skills you want to filter by.
Click Save to apply the filter.
Only users who match the selected skills will be displayed in the diary.

Actions

This section is used to print job sheets, summary sheets and download data.

Print job sheets

You can print single or multiple job sheets for the day, week, two weeks, or month based on the diary view.

How to Print the Job sheets from actions

Open the Diary/Schedule
Adjust your view to show the time period you require.
In the Actions section on the right, Click Print job sheets
A PDF will be generated based on all appointments currently visible.
You can download or Print the Job sheets
Click Print

How to print/send the Job sheets from an appointment

Engineer job sheet email template

Print summary sheets

The Print Summary Sheet option generates a PDF containing a daily summary of jobs for each engineer currently visible in the diary view. This summary helps engineers plan their day effectively and can be printed for offline use. It provides a separate page for each engineer and includes:

Appointment times
Job or Opportunity numbers
Descriptions
Customer names
Site addresses

How to Print the summary sheets

Open the Diary/Schedule.
Adjust your view to show the time period you require.
In the Actions section on the right, click Print summary sheets.
A PDF will be generated based on all appointments currently visible.
Each engineer will have their own page in the summary.
Choose to print or download the document for use.

Download

How to download an xls of appointments

Open the Diary/Schedule.
Adjust your view to show the time period you require.
In the Actions section on the right, click Download
An xls. will be generated based on all appointments currently visible.
The file will Download into your local downloads folder.

The More section of the diary/schedule includes two powerful tools: Nearby Events and Colour Scheme. These features help with scheduling efficiency and visual clarity.

Nearby Events

This tool allows you to locate jobs that are already scheduled near a given location, helping you group visits to reduce engineer travel time and costs.

How to Use Nearby Events

Click More in the diary/schedule toolbar.
Select Nearby events.
Use the search bar to enter a specific address or postcode.
If engineers have upcoming appointments near that location, those will appear in the results.
Click an existing event to view more details.
You can then book a new event for that same engineer before or after the existing appointment to minimise travel.

⚠️ Only future events will appear in this section.

Colour Scheme

This feature lets you visually organise your diary/schedule based on your preferences.

How to Change the Colour Scheme

Click More in the diary/schedule toolbar.
Select Colour scheme.
Choose one of the following options:
- By Engineer: colours each engineer’s appointments uniquely.
- By Job Type: colours events based on the job type.
Click the radio button next to your preferred option.

Need to customise job type colours? Job description templates

How to Change a User's Colour in the Diary/Schedule

Assigning a colour to each user helps you quickly identify their appointments. This works when using the By Engineer colour scheme option.

Click the Profile icon in the top-right corner.
Go to Settings > Users > Users.
Click View next to the user.
Click Edit business details.
Select a colour from the available palette.
Click Save to apply the colour.

⚠️ Once you choose a colour, it cannot be deselected—only changed.

Managing Events

Add appointments directly to your diary/schedule. You can create these event types: Normal, Estimate, Job and Opportunity.

Adding a new appointment form the Schedule

How to schedule a new appointment

Navigate to the Diary
To create an event
- Click a slot in the schedule
- Click on the desired start time in the diary and drag to the end time.
- For a morning or afternoon appointment:
  - Click the 'AM' or 'PM' section at the top of the daily view.
- For an all day appointment:
  - Click and drag from the top of 'AM' to the bottom of 'PM'.
Next Choose the Event Type
Normal: Use this for general events or reminders, like a progress meeting or a note that the engineer needs to collect some stock.
Estimate: Creates a new Estimate with a scheduled appoinment.
- Legacy feature
Job: Creates a new Job with a scheduled appointment.
Opportunity: Creates a new Opportunity with a scheduled survey visit.
- Only displays if you have our Sales product.
Complete the appointment form
Click Save to add the event to your diary.

Click the event type below to see more information on completing the relevant form.

Normal Event

Details Tab:
- Date: Select the date of the event.
- Time: Choose "Specific time" and set the start and end times.
- User: Select the user the event is for.
- Is this a recurring event?: Check this box if the event repeats.
- Event description: Enter a brief description of the event.
- Event notes: Add any additional notes or details.
- Event location: Enter the location of the event, if applicable.
Notifications Tab:
- Notify engineer about visit: Check this box to send an email and/or SMS notification to the engineer about the event.

Estimate Event

Choose Property:
- Start typing the property address or name in the search bar.
- Select the correct property from the search results.
- Alternatively, you can click "Add property" to create a new property record.
Details:
- Date: Select the date of the estimate.
- Time: Choose "Specific time" and set the start and end times.
- User: Select the user who will be conducting the estimate.
- Customer contact: Select the contact person at the property. You can also add a new contact if needed.
- Event description: Select the type of estimate from the dropdown menu.
- Event notes: Add any notes that will be helpful for the engineer or salesperson conducting the estimate.
- Customer reference: Enter any reference number provided by the customer.
Advanced Options:
- Lock status: Choose whether the estimate should be locked. This prevents any changes from being made to the estimate.
Notifications:
- Notify customer about visit: Check this box to send an email and/or SMS notification to the customer about the estimate visit.
- Notify engineer about visit: Check this box to send an email and/or SMS notification to the engineer about the estimate visit.

Job Event

Choose Property:
- Start typing the property address or name in the search bar.
- Select the correct property from the search results.
Details:
- Date: Select the date of the job.
- Time: Choose "Specific time" and set the start and end times.
- User: Select the engineer assigned to the job.
- Is this a recurring event?: Check this box if the job repeats.
- Customer contact: Select the contact person at the property. You can also add a new contact if needed.
- Event description: Select the type of job from the dropdown menu.
- Skills: Select any skills required for the job.
- Event notes: Add any notes that will be helpful for the engineer completing the job.
- Is this a job that repeats weekly, monthly, yearly?: Check this box if the job is a recurring service.
- Quoted amount: Enter the quoted amount for the job.
- Customer reference: Enter any reference number provided by the customer.
Advanced Options:
- Priority: Select the priority level for the job.
- Business Unit: Select the business unit responsible for the job.
- Additional Contact: Select an additional contact person for the job, if needed.
- Lock Status: Choose whether the job should be locked. This prevents any changes from being made to the job.
Notifications:
- Notify customer about visit: Check this box to send an email and/or SMS notification to the customer about the job.
- Notify engineer about visit: Check this box to send an email and/or SMS notification to the engineer about the job.

Opportunity Event

Choose Property:
- Start typing the property address or name in the search bar.
- Select the correct property from the search results.
Details:
- Date: Select the date of the opportunity.
- Time: Choose "Specific time" and set the start and end times.
- User: Select the engineer assigned to the opportunity.
- Customer contact: Select the contact person at the property. You can also add a new contact if needed.
- Event description: Select the type of opportunity from the dropdown menu.
- Event notes: Add any notes that will be helpful for the engineer completing the opportunity.
- Sales person: Select the salesperson assigned to the opportunity.
- Reporting line: Select the reporting line for the opportunity.
- Customer reference: Enter any reference number provided by the customer.
Advanced Options:
- Site Contact: Select the site contact for the opportunity.
- Business Unit: Select the business unit responsible for the opportunity.
- Access Note: Enter any access notes for the property.
- Lock Status: Choose whether the opportunity should be locked. This prevents any changes from being made to the opportunity.
Notifications:
- Notify customer about visit: Check this box to send an email and/or SMS notification to the customer about the opportunity.
- Notify engineer about visit: Check this box to send an email and/or SMS notification to the engineer about the opportunity.

Adding a new appointment from a Job

The diary/schedule is the central hub for managing engineer activities throughout the day, week, month, or even year. You can add multiple events/appointments to a single job. Each entry indicates the date and time an engineer is scheduled to visit a property to carry out work.

How to schedule a new appointment for an Existing job

Begin by searching for the customer or work address you want to schedule an appointment for.
Click the name of the customer or address to open their account.
Go to the section labelled On going work
Click 'View' next to the relevant job.
You will now see the job details and any existing appointments.
Scroll to the Diary/Schedule section.
Click Add new diary event / Add new appointment'.
Enter the necessary information and click Save.

How to schedule a new appointment from New job

Create a new job and begin entering the job details as usual.
Tick the checkbox that says you want to book an appointment.
This will take you directly to the diary/schedule view.
A side-panel will appear showing all job and appointment details.
Review the information and make any final changes.
Click Save to confirm the booking.

Editing an Appointment in the Diary/Schedule

Anyone viewing the diary/schedule can see where an engineer is, when they’re expected to complete a task, and what tasks are assigned at what time.

You can edit an event/appointment if any of those details need to change.

How to edit a scheduled appointment

Go to the diary/schedule using the Navbar.
Locate the event/appointment you want to edit and click to open it.
A side panel will open showing the event details.
Click Edit in the top right corner of the side panel.
On the edit screen, you can update:
- Date
- Time
- Assigned engineer
- Description and notes
Make the necessary changes.
Click Save or Save and close to apply the updates.

Sending Confirmations and Reminders

You can send messages to confirm a job or estimate has been booked, or to remind the customer of an upcoming visit. These can be sent by SMS, email, or letter depending on the customer's communication preferences. Message templates can be set up in your system settings for consistent and efficient communication.

How to Send a Confirmation or Reminder

Open the Diary/Schedule and locate the event you want to send a message for.
Click on the appointment to view its details.
Scroll to the section titled Confirmations and Reminders.
Click Send next to the type of message you wish to send.
On the next screen, choose the method (SMS, email, or letter) and select the recipient.
Write your message using the dialogue box, or select a template.
Once you're happy with the message, click Send at the bottom of the page.
This helps ensure customers are properly notified and reduces the risk of no-shows.

Moving Appointments in the Diary/Schedule

You can easily move or reschedule an appointment to a different time, date, or engineer directly within the diary.

How to move or reschedule an appointment

Open the Diary/Schedule using the navigation bar.
Choose the appropriate diary view:
- Daily View: for moving an event to a different time or engineer.
- Weekly View: for moving an event to another day within the same week.
- Two-Weekly View: for moving an event within the current two-week span.
- Monthly View: for moving an event to another day within the current month.
Locate the event/appointment you want to move.
Drag and drop the event to a new time slot, date, or engineer column.

Cancelling a scheduled Appointment

You can easily cancel an event/appointment if it is no longer needed. Please note, this will only cancel the diary/schedule event—not the job or estimate attached to it.

How to cancel a scheduled event/appointment

Go to the diary/schedule using the Navbar.
Find the appointment you wish to cancel and click on it.
A detailed view of the appointment will open, showing details, reminders, job sheets, and more.
Click Edit in the top right corner.
On the next page, click Cancel event to remove this appointment from the diary/schedule.
The Job will still remain active but the appointment will no longer be booked into the schedule.
You will be prompted to type a reason for cancellation.
Enter the reason in the text box.
Click Cancel event to proceed.
A confirmation pop-up will appear at the top of the page.
Click Yes to confirm the cancellation.
Once cancelled:
- The event/appointment can no longer be moved or edited.
- The engineer will not be able to accept or travel to the cancelled event.
- If the engineer has already travelled, the event cannot be cancelled.

Assign Multiple Users

Each user will have their own appointment, providing flexibility and clarity in scheduling.

How to assign multiple users to the same appointment

Multiple users FAQs

💭 Q: Can I add multiple engineers to the same job or estimate?
A: Yes. While you can only assign one engineer per diary/estimate event, you do not need to create separate jobs or estimates. Simply add additional diary events for the same job or estimate and assign different engineers to each one.

💭 Q: Will the diary reflect when multiple engineers are assigned?
A: Yes. The diary will display separate events for each engineer, clearly showing when multiple people are scheduled for the same job or site visit.

Viewing Engineer Feedback from the Appointment

You can view engineer feedback directly from the diary or from within the job screen. This is useful when engineers leave event-specific notes, or to view timestamps and location logs for their activity.

How to view feedback from the appointment

Open the Diary/Schedule.
Find and click on the diary event you want to view.
A side panel will appear with event details.
Click the Feedback tab in the top right of the panel.

This section includes:

"Arrive on-site" questions (if applicable)
"Leave site" job sheet questions
Timestamps for Accept, Travel, Arrive, and Leave actions
Locations logged at each status

Appointment statuses and icons

The Schedule is your central hub for managing technician activity—whether you’re planning for the day ahead or mapping out the year. By learning how to interpret the various icons and statuses on the web schedule, you’ll streamline diary management and instantly understand the progress of your jobs—no need to dive into the job details screen.

Appointment status updates can be triggered either from the web app or the mobile app. Knowing how these updates occur ensures visibility across your team and clarity around who can perform what actions.

Appointment Types

There are four types of appointments, each visually identified by a unique icon:

Job

Normal

Estimate

Opportunity

Appointment Statuses

The current status of a job or estimate is displayed in the top left corner of the appointment block. Hovering over the appointment provides a pop-up with more details. These status indicators help you understand job progress at a glance:

The job has been completed, but not invoiced.

The job has been aborted.

The job has been final invoiced.

The job was marked as free of charge.

The estimate has been accepted by the customer.

The estimate has been rejected by the customer.

Note: Job statuses marked as Complete or Final Invoiced can be reversed. All other job or estimate statuses are locked once applied.

Appointment Statuses (Live Updates)

Most appointment statuses are updated by technicians using the mobile app, which keeps the office informed in real time via the web schedule. Accurate appointment tracking helps teams allocate resources effectively and maintain a clear view of each technician’s day. Here’s a breakdown of status icons and what they represent:

Accepted - The technician has agreed to attend the property.

Rejected - The technician has not agreed to attend the property.

Travel - The technician is travelling to the property.

Aborted - The appointment cannot be completed by the technician.

Arrived - The technician has arrived at the property and gained access.

No access - The technician arrived but didn't gain access.

Left - The technician has finished their work and has left the property.

Cancelled - The appointment is no longer required. Web action only.

Appointment Status FAQs

💭 Q: Can I change the status after marking an appointment as Arrived?

A: No. Once marked as Arrived, the appointment becomes locked and cannot be edited.

💭 Q: What if a technician marks 'Arrived' by mistake?

A: They must abort the appointment and create a new one.

💭 Q: Are any statuses reversible?

A: Only Complete and Final Invoiced statuses can be reversed.

Event/Appointment Details

This section covers everything you can do within the appointment panel — from editing the appointment to viewing the linked job — helping you keep appointments up to date and properly connected to their jobs.

Edit

You can update the engineer, date, time, duration, event description, and more directly from the diary event.

How to edit a diary event

Open the diary and click on the appointment you want to change.
Click Edit in the top-right corner of the event panel.
The edit screen will open. Here you can:
- Change the Date using the calendar picker.
- Update the Time by selecting a start and end time.
- Select or change the Engineer assigned to the event.
- Set a Lock Status if you want to prevent further edits.
- Edit the Event Description to reflect the task or job.
- Add Event Notes if there are extra internal details to include.
Use one of the buttons at the bottom to finish:
- Click Save to apply changes and stay on the screen.
- Click Save and close to apply changes and return to the diary.
- Click Cancel event to cancel the appointment (not the job).
- Click Delete event if the appointment should be removed completely.

View Job

Quickly open the job linked to this appointment to review job information or make updates.

How to view the related job record

Click on the appointment to open the diary event panel.
In the top section, find the View Job link.
Click the link to open the job record in a new tab.

Property Details

View Customer

Opens the full customer record. Use this to view site notes, previous jobs, or contact info.

How to view customer details from a diary event

Click on the diary appointment.
In the Property Details section, find the customer’s name.
Click View Customer to access the customer record.

Confirmations and Reminders

Send Customer Confirmation

Lets you send a confirmation of the appointment to the customer. This helps reduce no-shows. If not sent, you’ll see a red dot.

How to send a customer confirmation

Open the appointment from the diary.
Under Confirmations and Reminders, locate Customer Confirmation and click Send.
A form will open. Select the Send method (e.g. Email or SMS).
Choose the Recipient from the dropdown list.
Edit the Subject line if needed.
Review and adjust the Message — it’s pre-filled with job details.
Click Send email (or the appropriate button for the method selected) in the bottom-right corner to send the message.

Send Job Address Reminder

This sends a reminder of the job’s location to the customer. Unsent reminders are marked with a red dot.

How to send a job address reminder

Open the appointment from the diary.
Under Confirmations and Reminders, locate Job Address Reminder and click Send.
A form will open. Select the Send method (e.g. Email or SMS).
Choose When to send — options like "Immediately" or a scheduled time may be available.
Choose the Recipient from the dropdown list.
Update the Subject line if needed.
Review or edit the Message — it will include address and job timing information.
Click Send email (or the relevant send option) at the bottom right to deliver the message.

Engineer Job Sheet

View Job Sheet

Opens a preview of the job sheet so you can check it before sending. The preview displays a PDF version of the document containing the assigned engineer’s name, appointment time, job number, address, contact details, description, and any relevant notes.

How to preview the engineer job sheet

Click on the diary appointment.

Scroll to the Engineer Job Sheet section.
Click View Job Sheet.
A new panel will open showing the PDF-format job sheet.
Use the preview toolbar to:
- Zoom in or out
- Download the sheet
- Print the document
- View all pages if it's a multi-page file
Review the content to ensure everything is correct before sending.
When you're finished, click Go back at the bottom of the screen to return to the diary event.

Send Job Sheet

Use this to send a job sheet with full job details to the assigned engineer. The job sheet includes customer address, contact details, job number, job description, date and time, and any job-specific notes.

How to send the engineer job sheet

Click on the diary appointment.
Scroll to the Engineer Job Sheet section.
Click Send next to the Job Sheet line.
A form will open. Choose the Send method (e.g. Email).
Select When to send — usually "Immediately" or a scheduled option.
Choose the Recipient from the dropdown list.
Review the Subject line — you can personalise it if needed.
Check and edit the Message — the body will contain instructions for the engineer and a note that the job sheet is attached.
Click Send email to send the job sheet to the selected engineer.
You’ll receive confirmation once the message is sent. If the engineer doesn't receive it, confirm their contact is correct and resend.

Diary and Appointments