Set up Open Capacity Planning

Overview

Open Capacity Planning helps you reduce technician idle time and maximize schedule efficiency. In this guide, you'll learn how to set up Open Capacity Planning.

Note: This article is for the legacy Open Capacity Planning feature. For the latest version of capacity planning, see Adjustable Capacity Planning.

Things to know

• The default number of days set for the Open Capacity table is four. If you'd like to change this, please contact Technical Support.

• If you'd like to display the Open Capacity table on a large monitor or television in the Office, you can set up a display user account.

Enable permissions

By default, only office employees with admin access are able to set business hours and technician availability. To give permissions to other office employees:

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Employees.

3. On the Employees screen that opens, click Edit next to the employee you want to enable permissions for.

4. Click Permissions.

5. In the Capacity Planning section, select Edit business hours and capacity planning from the list of permissions.        

   Note: If there are other Capacity Planning permissions you want to enable for this employee, select those as well.

6. When finished, click Save.

Train Dispatchers on Open Capacity Planning features

Dispatchers should learn how to:

• Reference the Open Capacity table.

• Remove a technician from open capacity, when an event is scheduled for the technician.

Set up business hours and time slots

1. Go to the top toolbar and click Settings .

2. In the side panel, go to Operations > Business Hours.

3. Enter your business hours for each day of the week. To delete a time slot, click the Trash Can icon. To add a time slot, click Add time slot.         

   Note: Active time slots must be consistent across each day of the week. For example, you can't set a time slot of 8:00 AM–10:00 AM from Monday to Friday, and a different time slot of 8:00 AM–11:00 AM on Sunday. However, you can schedule a time slot of 8:00 AM–10:00 AM from Monday to Friday, and choose not to have this time slot for Sunday.

4. When finished, click Save. 

Note: The Business Hours table is an important setting in ServiceTitan that will have an impact on several features. Click here for the full help article on setting up Business Hours.

Set up Technician Capacity Planning

Office employees can set individual technician schedule availability. This includes availability for specific time slots and availability for specific business units (BUs). To set this up:

1. Go to the top toolbar and click Settings .

2. In the side panel, go to Operations > Technician Capacity Planning.

3. Turn on the Include Technician Shifts toggle to enable Technician Shifts, if you've already set up the feature. Technician Shifts let you know if a technician is scheduled to work, is on-call, or if they've booked the day off. For more, see Use Technician Shifts. 

4. Enter a technician name then select the technician to view their schedule.

5. Click a time slot for when the technician is normally scheduled to work. A pop-up listing your business units (BUs) appears. 

6. Select the BU(s) you wish to assign the technician to for that time slot. These are the BUs that will show the technician as available.

7. Continue to select BUs for every time slot when the technician is scheduled to work.

8. When the technician's schedule is complete, a circle or pie chart appears in every time slot when the technician is available. The color(s) of the circle or pie chart indicate which BUs the technician is assigned to for that time slot.

9. When finished, click Save.         

   Note: You can set up a technician with a different schedule in different BUs. This is especially useful if the technician should be scheduled for certain BUs only on certain days of the week. For example, you could set up a technician to be available from 10–12 on Mondays to work in Maintenance, and available from 1–3 on Mondays to work in Demand.

Use Quick Edit in the Technician Availability table

1. Go to the top toolbar and click Settings .

2. In the side panel, go to Operations > Technician Capacity Planning.

3. Enter a technician name then select the technician.

4. Click Quick Edit. 

5. In the Quick Edit window that opens, select the desired BU(s), time slot(s), and day(s).

6. When finished, click Apply.

Now, when you view the technician's schedule in the Technician Availability table, you see a circle in all the days and times you selected. The color(s) of the circle represent the BU(s) you selected.

Want to learn more?

• See Create display user accounts

• See Book the ideal number of jobs with Open Capacity Planning

• See Explanation of employee permissions in ServiceTitan