Service Titan Knowledge Base

Set up Adjustable Capacity PlanningLast updated on 04/19/2023

To use Adjustable Capacity Planning (ACP), you should actively use technician shifts. We also recommend you enable arrival windows. To learn more about these features, see Use Technician Shifts.

Things to know

  • Use this ACP setup checklist to get started with Adjustable Capacity Planning (ACP). The checklist covers setup for the following:

    • Assigned technicians and their shifts

    • Business unit group setup

    • Capacity configuration

    • Availability

    • Employee permissions for editing business hours and capacity

    • Job types

  • When ACP is enabled, the Capacity Planning Board and the Business Unit Groups table are automatically populated with your existing business units.

  • If you have arrival windows enabled, make sure that each business unit you want to add to the same business unit group has the same arrival windows.

  • If you book a job using a business unit that is not in a business unit group, that job will be booked outside of capacity.

Create a business unit group

You can combine multiple business units into business unit groups to make it easier to apply settings and changes across multiple business units at once. You can also combine the service and maintenance business units for a particular region into a single business unit group, and adjustments made to the base capacity of the business unit group will apply to both business units included in the group. For example, most plumbing companies group their service and maintenance departments together, since technicians from service can work maintenance and vice versa.

If you want to group some of your business units into business unit groups:

  1. Go to the navigation bar and click Settings .

  2. In the side panel, click Capacity Planning > Business Unit Groups.

  3. Click Add a Group.

  4. In the Add a Business Unit group page, do the following:

    • Enter the Name of the business unit group.

    • Enter the Base Capacity number. Note: The Base Capacity field adds a set number of technician hours to every time slot for that business unit group, and can be positive or negative. For example, if there are 40 technician hours available for a given arrival window, and base capacity is -10, the final capacity will be 30 technician hours.

    • From the Business Unit dropdown, select the business units you want to add to the business unit group. For example, Electrical.

  5. When you’re finished, click Save.

Set up Capacity configuration

When you enable ACP, you don’t need to take further steps to make it useful to your business. ACP will automatically populate the board with all of your business units and use business hours as time slots, or custom arrival windows if enabled.

To change the capacity configuration:

  1. Go to the navigation bar and click Settings Settings.

  2. In the side panel, click Capacity Planning > Configuration. The Capacity Configuration screen opens.

    Tip: You can enable the Real Time Availability toggle to send adjustable capacity to all online scheduling services.

  3. In the Capacity View Options field, select how you want to view capacity. Note: The Custom arrival windows view is a default Capacity view option. If you change Capacity View Options, it will change both the Capacity Planning Board and the Get Availability Window. Also, all manual adjustments you made to time slots will be removed, so it is recommended to change only the optional fields if necessary.

  4. In the Capacity Enhancements field, select the option you want:

    • If you select Manual adjustment, it triggers calculations that include any manual adjustments you have made.

    • If you select Skills, all manual adjustments are discarded and calculations are based on the skills capacity of available technicians.

  5. In the Additional configuration field, enter the number of minutes you want to serve as a viable working time for a technician. Note: If the Availability Threshold for example is 30 minutes and a technician has only 20 minutes in between two jobs, then the free 20 minutes will not be accounted for available capacity.

    Tip: You can enable the toggle to apply the availability threshold within arrival window boundaries. You can also choose whether or not to include non-managed technicians in capacity calculations.

  6. When you’re finished, click Save.

After you have set up Adjustable Capacity Planning, give the appropriate employees permission to manually adjust capacity. For more information about user permissions, see Set permissions for an individual employee or technician.

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

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.