Service Titan Knowledge Base

Manage job booking with Adjustable Capacity PlanningLast updated on 11/28/2022

Adjustable Capacity Planning (ACP) allows CSRs to see additional information that helps them to determine the best arrival window for a job. Using this, CSRs can view availability while:

  • booking a job on the Call Booking screen

  • rescheduling a job

  • booking a recurring service event under Follow Ups

  • booking a recall job

  • adding a lead


Things to know

  • When you book a job, make sure that the job duration includes drive time and any other kind of buffer for breaks. This ensures accurate capacity calculation.

  • If your business operates across multiple time zones, we recommend you contact Technical Support to configure your account so that the capacity displays the correct time zone.

  • If a CSR did not click Get Availability before scheduling or rescheduling a job, or if they clicked Get Availability but have scheduled the job manually, technicians will see a warning added to the job’s audit trail.


Book a job with Adjustable Capacity Planning

You can book a job with Adjustable Capacity Planning during call booking:

  1. Go to the Overview section.

  2. From the Job Type dropdown, select the job type you want. For example, Script.

  3. From the Business unit dropdown, select the business unit you want. For example, Plumbing-Install.

  4. From the Marketing Campaign dropdown, select the campaign you want. For example, Google.

  5. Click Get Availability.

    Note: If you use the Custom Arrival Windows view, the Get Availability button will be above Start Date. If you use Arrival Windows, the Get Availability button will be next to Arrival Windows.

The Get Availability window shows a list of available arrival windows for that particular job and the number of technicians available per arrival window.

Note: Depending on your view settings, each card can represent business hours, custom arrival windows, hour-long blocks, or two-hour-long blocks.

You can also reschedule a job with ACP. While rescheduling a job, click Get Availability to see the time slots along with availability.

You can also book a recurring service event with ACP. While booking a recurring service event under Follow Ups, or booking a recall job, or adding a lead, click Get Availability to see the time slots along with availability.


See available technicians

Technicians can be considered available if they have an unobstructed available shift equal to or greater than the job type duration. For example, an 8 hour job considers that the technician has no other commitments for 8 straight hours.

To see a breakdown of how the capacity figure was derived, hover over any time slot and click the Infoimage1icon.

The technician’s availability summary opens.

The Job Details section shows the Required Skills, Job Type, Business Unit Group, and Job Duration for the job.

The fields listed under Technician Availability can include:

  • Technician Availability: Total technician hours minus the booked/unavailable hours.

  • Technician Time: The technician time that has been assigned to a job for this arrival window, job type, and day. 

  • Added By Your Manager: Shows when Capacity Configuration > Capacity Enhancement > Manual Adjustment is enabled and hours have been manually added to the arrival window on the Capacity Planning board. 

  • Subtracted By Your Manager: Shows when Capacity Configuration > Capacity Enhancement > Manual Adjustment is enabled and hours have been manually removed from an arrival window on the Capacity Planning board. 

  • Added Automatically for Work Outside Shifts: Shows when a technician is assigned to a job that overlaps an arrival window and it goes outside of their scheduled shifts.

  • Added Base Capacity: Shows when Capacity Configuration > Capacity Enhancement > Manual Adjustment is enabled and a business unit group has added base capacity.

  • Subtracted Base Capacity: Shows when Capacity Configuration > Capacity Enhancement > Manual Adjustment is enabled and a business unit group has removed base capacity.

  • Unusable Time Below Availability Threshold: Shows when the time remaining in the arrival window is less than the availability threshold set. 

  • Unassigned Jobs in Timeslot: Shows when unassigned jobs have been booked in the given arrival window.

The information panel for time slots shows further details:

  • If a technician doesn't have enough available time to complete an entire job, you’ll see Not Enough Time in the Available Now section for that technician.

  • When using ACP with Capacity Enhancement set to Skills, you’ll see available technicians with and without required skills to help you choose the best technician for the job.  

  • When using ACP with Capacity Enhancement set to Manual Adjustment, pick from the list of technicians that matches the skill and availability requirements  of the job type.

Note: If none of the time slots are good for your business or you have some other reason not to use them, you can book a job manually. After the job is booked, the capacity is deducted from the matching time slot of the matching business unit group.


Resolve issues with Adjustable Capacity Planning

If you think that something is wrong with the list of available arrival windows, you can resolve the issue:

  1. Hover over any time slot and click the Info image1 icon. The technician’s availability summary opens.

  2. Click Report an Issue.

  3.  On the Report an Issue window that opens, complete the form.

  4. When you’re finished, click Submit.

After you click Submit, a snapshot of your Dispatch Board and Arrival Windows are sent to ServiceTitan. The ServiceTitan support team troubleshoots the issue and follows up with you to resolve it.




Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.