Service Titan Knowledge Base

Set up capacity planningLast updated on 03/22/2022

This article covers what you need to do before you can use capacity planning.

Things to know

  • The default number of days set for the Open Capacity table is 4. If you would like to change this, ask your Technical Support.

  • If you want 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 for technician capacity planning

By default, only users with admin access are able to set business hours, set technician availability, and set forecast demand.

How to give these permissions to other employees
  1. Go to Settings > Employees > Edit Employee > Permissions.

  2. Locate Edit Business Hours And Capacity Planning from the list of permissions, and click the check box.

  3. Click Save.

Train dispatchers on capacity planning features

Dispatchers will need to learn how to:

  • Reference the Open Capacity Table.

  • Use the Forecast Demand Table to set reserve capacity.

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

Set up business hours and capacity planning time slots

  1. Click Settings.

  2. In the left side panel click Operations > Business Hours.

  3. Input desired time slots for each day of the week. To delete a time slot, click the Trash. 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 cannot set a time slot of 8:00AM-10:00AM from Monday to Friday, and a different time slot of 8:00AM-11:00AM on Sunday. However, you can schedule a time slot of 8:00AM-10:00AM from Monday to Friday, and choose not to have this time slot for Sunday.

  4. When you have completed setting up all business hours, 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 the Business Hours table.

Set up technician capacity planning

Using the Technician Availability table, office users can set individual technician schedule availability, including availability for specific time slots, and availability for specific Business Units.

  1. Click Settings.

  2. Click Operations > Technician Capacity Planning.

  3. Enable Technician Shifts, if you have it set up. Technician Shifts will let you know if a technician has booked the day off, etc. For more, see Use Technician Shifts.

  4. Enter a technician name. Select the technician to view the technician's schedule.

  5. Click on a time slot when the technician is normally scheduled to work. A pop-up display box listing your Business Units appears.

  6. Select the Business Unit(s) you wish to assign the technician to for that time slot (these are the Business Units that will show the technician as available).

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

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

  9. When you are satisfied with the technician’s schedule setup, click Save.

    Note: You may set up a technician with a different schedule in different Business Units. This is especially useful if the technician should be scheduled for certain Business Units 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.

How to use Quick Edit in the technician availability table
  1. Navigate to Settings > Technician Capacity Planning.

  2. Select the desired technician from the Technician list located to the left of the technician availability table.

  3. Click Quick Edit, located at the top of the technician availability table.

  4. In the Quick Edit window, select the desired business unit(s), time slot(s), and day(s).

  5. When you are done, click Apply.

  6. When you view the technician’s schedule in the technician availability table, you will see a circle in all the days and times you selected. The color(s) of the circle represent the business unit(s) you selected.

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