iService provides calendar views for various features, such as scheduling and viewing tickets based on a date and time property. The calendar used to display that information can be updated to support Google Calendar Events as well as iService tickets. Before you can add events to your calendar, you need to enable the Google Integration and create integrated Google calendars. After you setup your Google Calendar API, use the Manage Google Calendars page to create the Google Calendar. You can configure multiple calendars within your tenant. Each calendar you create within the Manage Calendars page will generate an associated Google Calendar.
Your agents can sync the calendar events from the iService integrated Google calendar to their own personal Google Account using the Linked Users setting. The Linked User option will grant the user access to the calendar outside of iService.
The settings for Google Calendars are explained below.
The Manage Google Calendars page
#
Name
Description
1
Calendar List
Select your calendar from the Calendar List.
2
Calendar Name
This is the label used when referencing this calendar from other locations within iService, such as the Dashboard Settings or a Workflow panel.
3
Description
Add a description that describes the purpose of the calendar.
4
Places that use this calendar
If the calendar is used within a Dashboard or Workflow a reference will be shown here. You cannot delete a calendar that is currently in use.
Name - this is the name of the workflow or dashboard using this calendar.
ID - this is the ID of the form using this calendar.
Page URL - you can load the configuration page that uses this calendar at the link shown.
5
Linked Users
Your agents or other users can be added as Linked Users to your calendar. This allows them to view the calendar within their own personal Google Calendar.
6
User List
To add a Linked User, add their email address (must be a Google account) using the Add button. Google will send the user an email like the example below. Once the user accepts the link they will be able to view the calendar within their Google account.
A linked user notice
Once your calendar is created you can select it when creating calendar based features, like a Dashboard calendar or workflow calendar.
When you have a Google Calendar configured, an Add Event option will appear when you add events using the calendar user interface. In the example below, we have selected a time frame for the event.
Clicking the Add Event button will load the New Event panel.
Adding a new event to a Google Calendar
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Name
Description
1
Title
The title displayed on the calendar event. In this example, the title is Team Meeting.
When the event is used to create a scheduled ticket, the Title becomes the subject line of the ticket.
2
Time frame
The date and time of the event. This controls the placement on the calendar, and is displayed in the event summary.
3
Full-day Event
Full day events cover the entire day and are displayed above the calendar day.
4
Frequency
Events can be set to recur on a daily, weekly, monthly, or annual basis.
5
Description
The full description of the event. When the event is used to create a scheduled ticket, the Description becomes the body line of the ticket.
6
Agent (optional)
The selected agent determines the color of the event. Colors are set based on the skills required for the workflow tickets used in the calendar. This is an optional field.
7
Topic ID (optional)
When the event is used to create a scheduled ticket, the Topic ID specifies the iService topic for the ticket.
When you save these events in the calendar, iService posts the details of the calendar event directly to the Google Calendar using the Google Calendar API. The event details are NOT stored within the iService database. The details are stored, maintained, and managed directly by the Google Calendar. When you load the calendar UI within your iService tenant, the event details are downloaded from Google and displayed within the calendar.
After you create events for your calendar, you can change the time using the Edit button or by dragging and dropping the event to a new time frame.
Editing Calendar Events
You can edit any of the values in the event by clicking the edit pencil on the event. This edit pencil is only available for Calendar events. iService tickets can only be modified within a ticket details panel.
Deleting Calendar Events
Use the delete button on a calendar event to remove it from the Calendar. Deleted events cannot be restored.
You must configure your tenant with a Google Calendar API key before you can create any calendars. If you load the Manage Calendars page before you have setup the integration in the External APIs page you will see this alert message displayed.
Alert when the Google Calendar API key is not set
To learn more about setting the Google Calendar API key, see the External APIs chapter.
iService provides calendar views for various features, such as scheduling and viewing tickets based on a date and time property. The calendar used to display that information can be updated to support Google Calendar Events as well as iService tickets. Before you can add events to your calendar, you need to enable the Google Integration and create integrated Google calendars. After you setup your Google Calendar API, use the Manage Google Calendars page to create the Google Calendar. You can configure multiple calendars within your tenant. Each calendar you create within the Manage Calendars page will generate an associated Google Calendar. 
Working with iService Calendars
