Service Management

Learn about Service Management Settings in Maica

These settings determine how Maica manages Appointments or Shifts and their function throughout the application. Please refer to the below table for more information on each setting:

The Service Management settings sections is divided into Appointment and Shift sections and the below tables describe both the individual as well as commonly shared settings.

Individualised Settings (for Appointments and Shifts)

Setting	Description	Applicability
Default Status	This sets the status of the Appointment or Shift when it is first created.	Appointment and Shift
Default Schedule Status	This sets the status of the Appointment or Shift Schedule when it is first created.	Appointment and Shift
Default Type	This sets the type of the Appointment or Shift when it is first created.	Appointment and Shift
Default Duration (minutes)	This sets the duration of the Appointment or Shift when it is first created in minutes, for example 60 minutes.	Appointment and Shift
Default Resource Status	When allocating Resources to an Appointment or Shift, it is possible to set the status of this allocation to a default value, for example Approved. This setting determines what this status will be when the Appointment or Shift is first created.	Appointment and Shift
Cancellation Claim Type	When Appointments are cancelled, Maica sets the associated Delivery Activities to a cancelled status instead of deleting them. This is done via a Claim Type for any NDIS-funded Service Agreements. This setting determines which Claim Type Maica will use when cancelling Delivery Activities.	Appointment
Default Sections	An Appointment or Shift can render mutliple section, for example Location or Schedule. This is typically determined by the selected Appointment or Shift Service when selected. This setting defines what sections are set by default, in the absence on a selected Appointment or Shift Service.	Appointment and Shift
Custom Fields	Maica allows you to configure a number of custom fields (Salesforce fields you have configured outside of the core Maica package) and include these into the Appointment or Shift management experience. This setting defines what fields, including your own custom fields, will be shown when the Appointment or Shift is created/managed.	Appointment and Shift
Show Appointment Cost	Maica calculates the cost of an Appointment to the Participant based on the identified Service Agreement to indicate if the required funding is available. This setting determines, in conjunction with a permission set, if the cost of Appointment will be shown when an Appointment is either created or managed.	Appointment
Enable Files	This setting determines if Appointment or Shift files, such as photos, are available to be attached during the management of either Appointments or Shifts.	Appointment and Shift
Enforce Agreement Leave	This setting determines whether Leave records on the Service Agreement should be enforced during Appointment configuration. When enabled, Maica checks for any Leave entries associated with the selected Service Agreement. If a user attempts to schedule an Appointment that overlaps with a leave period, Maica will display an error next to the service row—indicating that the service cannot be scheduled on that day. This check also applies during recurrence setup. If any of the recurring dates fall within a leave period defined on the Service Agreement, a warning will be shown for those dates. Example: A Service Agreement includes a leave from 10th–12th April. If a user tries to schedule a recurring daily appointment across that period, Maica will flag 10th, 11th, and 12th April as unavailable, preventing the service from being added on those days.	Appointment
Enable Breaks	This setting enables the ability for a user to record Appointment or Shift breaks during the management of an Appointment or Shift.	Appointment and Shift
Enable Expenses	This setting enables the ability for a user to record Appointment or Shift Expenses during the management of an Appointment or Shift.	Appointment and Shift
Auto-Schedule Creator	When creating either an Appointment or a Shift, Maica is able to preset the allocated Resource to be the logged in user. The typical use case for this is when your care workers manage their own Appointments or Shifts. This setting determines if the Resource is preset when an Appointment or Shift is first created.	Appointment and Shift
Allow Participant Overlap	This allows Maica to create overlapping Appointments for Participants, in other words, a Particpant may have more than one Appointment at the same date and time.	Appointment
Allow Resource Overlap	This allows Maica to create overlapping Appointments or Shifts for Resources, in other words, a Resource may have more than one Appointment or Shift at the same date and time.	Appointment and Shift
Overlap Exclusion Status	This determines which Appointment or Shift status values are excluded from this validation, for example: if Cancelled is selected, all Appointments or Shifts with the status of Cancelled will be ignored by the validation and can therefore be overlapped regardless.	Appointment and Shift
Checklist Behaviour	This setting enables Maica to automate the addition of all relevant Checklists, based on Appointment Service, to an Appointment or Shift when it is first created.	Appointment and Shift
Checklist Permissions	This setting either presents all available Checklists to the user for adding to an Appointment/Shift or only shows the Checklists that are part of the selected Appointment Service(s).	Appointment and Shift
Daily Recurring Appointment or Shift Creation Time	This setting defines the time of day Maica will run a daily batch job to create upcoming Recurring Appointments or Shifts. It uses active schedules and generates Recurring Appointments or Shifts out to the pre-configured date range.	Appointment and Shift
Appointment Service Filters	This setting either filters the available Appointment Services based on what is funded via a Service Agreement or shows all Appointment Services regardless of funding.	Appointments

Other Settings (applicable to both Appointments and Shifts)

Setting	Description
Agreement Expiry Tolerance (days)	Maica validates Appointments against a Participant's Service Agreement to ensure that sufficient funding is available to deliver the proposed services. This validation includes checking if any given Service Agreement is expired. This setting allows Maica to still consider an expired Service Agreement within a certain number of day following the expiry date, for example: if set to 30 then Maica will consider a Service Agreement to be active for up to 30 days after the expiry date.
Recurring Schedule Calculation Range	This setting controls how many recurrence entries (rows) are displayed in the Cost Breakdown section under the Recurrence tab when creating or managing an Appointment. It does not affect the number of appointments that will be created — just what’s shown on screen at once.
Appointment Service Filters	This setting determines how services are filtered when using the Service lookup in New/Manage Appointment modals. It restricts the options shown based on funding, ensuring only relevant Appointment Services appear according to the selected Service Agreement.
Show Accommodation	When managing Locations for an Appointment, this setting determines if any related Accomodation records are shown for selection. This is usually applicable to residential care scenarios.
Show Summary on Quick Complete	When quick-completing an Appointment or Shift, Maica can optionally show a summary screen which allows to the user to correct any delivery durations or quantities. This setting determines if this summary screen is shown when quick-completing.
Participants Rollup Flow	Maica offers a Salesforce Flow that enumerates all Participants on an Appointment which can then be included into the cell description. This setting specifies this Flow which can be changed or amdended as needed.
Resources Rollup Flow	Maica offers a Salesforce Flow that enumerates all Resources on an Appointment or Shift which can then be included into the cell description. This setting specifies this Flow which can be changed or amdended as needed.
Check-Out Behaviour	When checking out of an Appointment or a Shift, all delivered Appointment/Shift Services can either be marked as Completed or Not Completed by default. If marked as Not Completed, the user is required to manually set each Appointment/Shift Service to Completed during the checkout process. This setting determines which status all delivered Appointment/Shift Services will have when checking out.
Enable Appointment Tolerance Violation Policy	Maica has the ability to validate if Appointments or Shifts are delivered as they are meant to. This means the care worker checks in on time, runs the Appointment/Shift to the required duration and checks out at the right time. This setting determines if Maica validates Appointments or Shifts using this logic.
Duration Tolerance (Minutes)	This determines how many minutes the Appointment or Shift can be varied by before it is considered violated, for example: if set to 30 then any Appointment or Shift that has a duration of more than 30 minutes over the scheduled duration will be considered violated and placed Under Review.
Scheduled vs Actual Tolerance (Minutes)	This determines how many minutes the Appointment or Shift can be varied during either check-in or check-out by before it is considered violated, for example: if set to 30 then any Appointment or Shift that has is checked into or checked out of more than 30 minutes over the scheduled time will be considered violated and placed Under Review.