Overview
Beyond basic setup, you can get even more out of Adaptive Capacity by:
Understanding how natural capacity differs from strategic capacity.
Determining strategic rules based on your dispatch practice.
Manually adjusting capacity for one-off changes.
Determining reporting hierarchies and filters that work for you.
Reviewing and adjusting additional capacity settings as needed.
This takes you beyond the natural capacity calculated from your core ServiceTitan Settings and into strategic setup, for more granular scheduling and reporting.
Who uses this feature
Administrators, owners, and managers
Primarily benefits Residential Service and Commercial Service business types
Feature configuration
Account configuration is required to use this feature. Please reach out to your Customer Success Manager (CSM) to get access.
Permissions are required to use certain Adaptive Capacity features. Please contact the account administrator on your team.
Adaptive Capacity Advanced Setup Step 1: Understand how natural capacity differs from strategic capacity
Natural Capacity
Natural capacity comes from your technicians and their eligibility to perform jobs based on your existing setup. In other words, Adaptive Capacity uses the following calculation to determine natural capacity:
[Natural Capacity Provided from your business hours or technician shifts] ➖ [Capacity Consumed from scheduled assigned or unassigned jobs and non-job events with timesheets] 🟰 [remaining hours of Natural Open Capacity]
Strategic Capacity
Strategic capacity comes from:
Rules you create in Adaptive Capacity Settings, which apply a capacity threshold multiplier percentage on your natural capacity.
Manual adjustments you make in Capacity Reporting, which apply an absolute number on your natural capacity.
In other words, Adaptive Capacity uses the following calculation to determine strategic capacity:
[Natural Capacity from your technicians and their eligibility to perform jobs] ✖️ [Capacity Threshold percentage from Strategic Rules] ➕ or ➖ [Manual Adjustments applied in reporting] 🟰 [Strategic Capacity]
Adaptive Capacity Advanced Setup Step 2: Determine strategic rules based on your dispatch practice
Configuring rules gives you granular control of strategic capacity based on different conditions.
Go to Settings 
> Adaptive Capacity > Strategic Rules to set up rules. Here, you can create rules that throttle your capacity based on business units, job types, technicians, and zones.
Use cases for rules
You have a large geographical area so you use the combination of zones, technicians, or job types to specify which technicians should be working in which zones, or which job types should be placed in which zones for which days of the week.
You want to improve your job mix so you throttle different job types up and down based on a time range. This is particularly useful if your business is seasonal. For example, In the summer, you anticipate a lot of emergency jobs coming in so you limit the number of maintenance jobs you do to a particular threshold so that the bulk of your board can be left open for emergency cases that are more lucrative.
You limit after hour calls to certain job types. For example, you block all maintenance jobs during after hours so that you're not assigning on-call technicians to a simple maintenance or a tune-up at night.
You want to limit capacity to 85% starting tomorrow to allow for same-day emergencies while maintaining a full capacity of 100% for today. You can create a rule using a relative date range so you don't have to adjust the date range of the rule each day.
You have 20 maintenance-related job types that all require the same skill. You can create a rule that has the skill as a condition so that it will cover changes to all 20 job types.
Tip: Use rules sparingly. Rules provide the most help when you have exceptions for your capacity.
Note: The Edit Adaptive Capacity Rules permission is required to use this feature. Please contact the account administrator on your team.
Adaptive Capacity Advanced Setup Step 3: Manually adjust capacity for one-off changes
Manually adjusting capacity allows you to make changes to your capacity for one-off situations.
Go to Schedule 
> Capacity Reporting > Advanced to make manual adjustments to your capacity.
Here, you can make adjustments to your capacity based on business units, job types, skills, and more.
Tip: Use manual adjustments sparingly. Manual adjustments provide the most help when you have exceptions for your capacity.
Note: The Access Get Adaptive Availability Filters permission is required to use this feature. Please contact the account administrator on your team.
Adaptive Capacity Advanced Setup Step 4: Determine reporting hierarchies and filters that work for you
As a best practice, we recommend that you match your reporting hierarchies and filters with your Calculation Default Settings so your report is aligned with what you expect to see.
For example, let's say you have Default to include Zones in Availability Calculation turned on in your settings because you want to use the zone assigned to your technicians to limit where they get dispatched. All other calculation defaults are turned off.
Since you have different arrival windows for different BUs, it might be distracting if the columns for each of your job types are different. Because of this, Business Hours would be a good column to select in Set Time Frame based on in the report.
Since BUs are excluded in your settings, Business Unit won't make sense as a reporting hierarchy, so it should be excluded. Instead, Job Type or Zone would be a good primary hierarchy, or primary and secondary hierarchy.
Since non-managed and on-call technicians are excluded in your settings, it would be most helpful for you to select Scheduled for Shift Type and Managed for Technician Type in your report filters.
This reporting setup allows you to see how much availability you have for each job type and how much has already been assigned or unassigned.
Adaptive Capacity Advanced Setup Step 5: Review and adjust additional capacity settings as needed
In Adaptive Capacity Settings, you can adjust your availability threshold to a default buffer time for scheduling purposes. For example, if you apply a threshold of 30 minutes, then 30 minutes will be counted as part of the drive time and added to the job duration.
You can also set a warning for exceeding natural capacity. This lets your CSRs know that a particular job type is full based on natural capacity but left open because you made manual adjustments or strategic rules. In addition to displaying this warning, you can also allow CSRs to overwrite it.
Lastly, you can exclude specific technicians from capacity calculations and select relevant tags for capacity calculations, allowing for further granularity.
Note: The Edit Adaptive Capacity Settings permission is required to use this feature. Please contact the account administrator on your team.