Adaptive Capacity vs. Adjustable Capacity Planning (ACP)
How is Adaptive Capacity different from Adjustable Capacity Planning (ACP)?
Adaptive Capacity and ACP are two completely separate services. Like ACP, Adaptive Capacity helps your team optimize resource availability. With Adaptive Capacity, however, you have a more intuitive interface that provides additional options for filtering, manual and rule-based adjustments, and more.
The calculation behind Adaptive Capacity is different from the calculation behind ACP, therefore adjustments made to one capacity system will not transfer to the other.
Your office can have both features enabled at the same time, but we recommend that you designate one or two CSRs to test Adaptive Capacity and familiarize themselves with it. After they're comfortable with Adaptive Capacity, you can train the rest of your team to use it before turning off ACP.
Permissions and settings
Is Adaptive Capacity available in the Next or Practice Environment?
No, Adaptive Capacity is not currently available in the ServiceTitan Next or Practice environment.
Note: Using Adaptive Capacity does not impact the operation of any other ServiceTitan features, even in your main ServiceTitan Go environment.
Is Adaptive Capacity integrated with Scheduling Pro?
Adaptive Capacity integrates with the latest version of Scheduling Pro if you select Adaptive Capacity during your Scheduling Pro setup. Availability shown in Scheduling Pro reflects your Adaptive Capacity setup, including any manual adjustments or rules you've created. For more, see the Set up capacity section of Scheduling Pro Onboarding Part 2: Set up advanced settings.
How do I ensure only certain employees or roles have access to Get Adaptive Availability Filters and Adaptive Capacity Settings and Rules?
To update an employee's access to Get Adaptive Availability Filters and Adaptive Capacity Settings and Rules:
Go to the navigation bar and click Settings
.In the side panel, go to People > Employees > Edit or People > Role Permissions > Edit, depending on your need.
Use the following permissions to control access:
Access Get Adaptive Availability Filters
Edit Adaptive Capacity Settings
Edit Adaptive Capacity Rules
How do I exclude certain technicians from Adaptive Capacity's scheduling calculation?
To exclude non-managed technicians from scheduling calculations:
Go to the navigation bar and click Settings
.In the side panel, go to Adaptive Capacity>Settings.
Turn off the toggle for Default to include non-managed technicians' capacity in Availability Calculation.
To exclude managed technicians from scheduling calculations, use one of the following methods:
Rule Builder: Create an ongoing rule where the date range is Ongoing, conditions are set to the technicians you want to exclude, and the capacity threshold is set to 0%.
Note: If you still plan to place jobs or non-job events on the Dispatch Board for these technicians, then this approach will lead to overbooking.
Business units (BUs): Create a BU called Exclude and assign your excluded technicians to it. After you do this, when a job type calls for other BUs, these technicians won't be factored into the calculation.
Note: Do not use this option if your Default to include Business Units in Availability Calculation setting is turned off.
Zones: Assign your excluded technicians to a zone outside of your regular service area. That way, when regular jobs come in, your excluded technicians won't be considered for availability.
Note: Do not use this option if your Default to include Zones in Availability Calculation setting is turned off.
Skills: Create a new skill called Default. Assign this skill to all your job types and all your regular technicians, but do not assign it to your excluded technicians. After you do this, your regular technicians will be excluded from the availability calculation because they won't have the skill required to perform any job type.
I have technicians assigned to business units (BUs), but they can work on jobs outside of their assigned BUs. How can I set up Get Adaptive Availability to reflect this?
To configure your account to have Get Adaptive Availability account for technicians who are able to work on jobs outside of their assigned BUs, use one of the following methods:
(Recommended) Use skills and ignore business units (BUs)
To have the availability calculation ignore the BU constraint and only use skills to calculate the default:
Set up skills to denote which technicians should be able to perform which job types.
Set up different levels of skills and assign those to job types and corresponding eligible technicians.
Go to Settings
>Adaptive Capacity>Settings and turn off the toggle for Default to include Business Units in Availability Calculation.
(Optional) Use business unit (BU) groups
If you were previously using Adjustable Capacity Planning (ACP) and have business unit groups set up, go to Settings>Adaptive Capacity>Settings and turn on the toggle for Default to honor Business Unit Groups over Business Units.
With Default to honor Business Unit Groups over Business Units turned on, instead of using narrow BUs as a filter during scheduling, capacity will be filtered based on Business Unit Groups.
For example, if BUs HVAC Install and HVAC Service are both under the HVAC Business Unit Group, then technicians in the HVAC Install BU are shown as Available for jobs tied to both the HVAC Install and HVAC Service BUs, as long as the technician is skilled to perform the job type and is in the right zone. This is because those two BUs are both grouped under the same BU Group.
Troubleshooting
Why isn't the time slot I expect to be available for a technician showing as Available in Adaptive Availability?
If you're expecting a time slot to be available for a technician but Adaptive Availability is not showing that slot as open:
Check the Dispatch Board for your technician and confirm there are no assigned or unassigned jobs or non-job events that consume capacity.
Depending on what your calculation default settings are, ensure the technician in question has the skills required for the job, is in the right zone, and is in the right business unit for the job.
Check whether you've set up an availability threshold. The availability threshold adds minutes to the job duration for availability calculation purposes. For example, if your technician is only available for 2 hours, and the job duration is exactly 2 hours, but you've also set up 30 minutes of availability threshold, then your technician will not have enough time to complete the job considering the threshold buffer time.
Why do I see 0/0 for all time slots and all business units (BUs) in Capacity Reporting?
If you see 0/0 for all time slots and all business units (BUs) in Capacity Reporting, check if your account has Technician Shifts configured. If Technician Shifts is configured but no shifts are created, then capacity will show as 0/0.
To resolve this, either create shifts for your technicians or ask Technical Support to turn off your Technician Shifts configuration so Adaptive Capacity can use your business hours in ServiceTitan to populate raw capacity.
How can I save time making manual adjustments in Capacity Reporting?
To save time making manual adjustments in Capacity Reporting, configure Rules in Adaptive Capacity Settings. This helps to automate capacity adjustments.
For example, if certain technicians work on a weekly schedule, configure rules based on those technicians, the days of the week, and the time of day that reflect your desired schedule.
Why am I seeing red cells in Capacity Reporting indicating my board is overbooked when I know for a fact I still have capacity?
To troubleshoot overbooking in Capacity Reporting, try the following steps:
Step 1 - Add hierarchy layers to the report:
To narrow down where the overbooking is coming from, click Settingsin Capacity Reporting and add hierarchy levels.
For example, if the attribute you're using to analyze your reporting is a large bucket, like a business unit (BU) with 30 technicians under it, add a Technician hierarchy level.
Step 2 - Review Capacity Produced and Capacity Consumed:
After you narrow down the technicians causing the issue, review the Capacity Produced and Capacity Consumed sources of those technicians to evaluate the root cause of overbooking:
Capacity Produced: This metric reflects the available working hours of your technicians.
Make sure Technician Shifts are properly created for the technicians in question.
If Technician Shifts is not configured for your account, Adaptive Capacity assumes all technicians are available during your set business hours, leading to potential overbooking.
Capacity Consumed: This metric includes all assigned jobs, potential unassigned jobs, and non-job events with timesheets that consume capacity.
When events are stacked capacity is double-counted. For example, if a job is scheduled for 9:00 AM–11:00 AM and another job is scheduled for 10:00 AM–12:00 PM, then the capacity for that technician between 10:00 AM–11:00 AM will be double-counted.
When events are booked outside of your technicians' shifts, capacity will also appear overbooked. For example, if a non-job event is scheduled for a technician from 8:00 AM–9:00 PM, but the technician's shift doesn't start until 9:00 AM, the technician's capacity will be 1 hour consumed / 0 hour produced, -1 open.
Step 3 - Optimize capacity to prevent overbooking:
Create shifts: Create shifts for each technician that encompass all potential timesheet events. This ensures non-job events booked outside of shift hours won't cause overbooking.
Refine non-job events: Avoid assigning timesheets to non-job event time blocks on the Dispatch Board. This ensures Adaptive Capacity will ignore the block.
Target your filtering: If you need to ignore certain technicians from reporting, use the Filter
in Capacity Reporting to narrow down relevant technicians.Exclude specific technicians: If you need to ignore certain technicians from scheduling calculations, see the FAQ titled How do I exclude certain technicians from Adaptive Capacity's scheduling calculation?