a. Go to Settings > Adaptive Capacity > Settings to define how capacity is calculated. Choose what Calculation Defaults are enabled, review advanced settings, and create strategic rules.
b. Configure strategic buffers to reserve the last 10–20% of capacity for high-priority emergency calls. This prevents filling the board with low-value work days in advance.
c. To view current capacity, go to Schedule > Capacity Reporting. Use Simple Mode for a quick weekly overview or Advanced Mode to drill into specific BUs, job types, and time slots. The report shows provided capacity vs. consumed capacity so you can see which days have open slots and which are at or over capacity.
⚠︎ Every job type must have a defined Default Duration. If a duration is zero or blank, the capacity algorithm will massively overbook. This is the #1 misconfiguration in scheduling.
⚠︎ All business units in a Capacity Group must share the same arrival window profile (e.g., 8–10, 10–12) for capacity to calculate correctly.
a. When booking a job, click Get Availability. The system analyzes technician eligibility, shifts, zones, skills, and existing commitments to show optimal time slots.
b. Go to Schedule > Capacity Reporting to review capacity in Simple or Advanced Mode across business units, job types, and time periods.
c. In Advanced Mode, make manual adjustments to increase or decrease capacity for specific arrival windows based on demand forecasts.
⚠︎ Tags used with Adaptive Capacity must be at the location level (not customer level) to auto-populate at booking. Customer-level tags silently fail to add skill requirements.
⚠︎ Technicians without shifts show zero capacity — they do not exist to the dispatch algorithm. Always create shifts for every working technician.
a. Go to Schedule > Technician Shifts. Click Create Shift.
b. Select the shift type (On Call or Overnight Shift) if applicable. Set the title, date range, and repeat frequency.
c. Assign business units and technicians, then click Add to schedule.
a. Go to Schedule > Technician Shifts. Click Create Shift and select Time Off as the type.
b. Set the date range and assign the technician. Click Add to schedule. The technician will not appear as available during this period.
a. Go to Settings > Operations > Zones. Click Add.
b. Name the zone and define its boundaries by selecting ZIP codes and cities.
c. Assign technicians to zones in their technician profiles. Technicians without a zone assignment will not appear in zone-filtered dispatch views and may be excluded from capacity calculations.
⚠︎ Zones are scoped to a single business unit. Multi-BU tenants have separate zone configurations per BU, which affects capacity planning calculations.
⚠︎ If using Dispatch Pro, accurate Home Zones are critical. If a technician moves, update their zone immediately — otherwise the algorithm calculates incorrect drive times.
a. Go to Settings > Operations > Skills. Create skills that match your service specialties (for example, HVAC Install, Plumbing Drain, Electrical Panel).
b. Assign skills to technicians in their profiles. Assign required skills to job types in Settings > Operations > Job Types.
c. When booking, Adaptive Capacity filters technicians to only those who hold all required skills for the selected job type. If no technician in a given window has the required skills, the window shows as unavailable.
ServiceTitan has two timekeeping experiences: Flexible timekeeping and Legacy timekeeping. Check Settings > Payroll to confirm which is active.
a. Go to Settings > Payroll, then edit the Timesheet Codes section. Time is tracked against timesheet codes linked to earnings codes that map ServiceTitan activities to your external payroll processor.
b. Create a timesheet code with name, code, earnings code, rate (if applicable), and employee-type visibility.
c. Click Save. Codes appear when technicians clock time in mobile.
a. Go to Settings > Payroll, and edit the Timesheet Activities section. Time is tracked against activities, such as Drive Time and Training, organized into categories. Review the defaults before adding new ones to avoid duplicates.
b. Create new activities, configuring General Settings, Visibility (technician/office), Associations, and Pay (paid vs. unpaid, rate, OT).
c. Click Save. Activities appear when technicians clock time in mobile.
a. Go to Dispatch > Dispatch Pro > Console. Review the suggestions — each shows the expected revenue impact and drive time.
b. Accept suggestions you agree with or override them with manual assignments. The optimizer re-runs as conditions change throughout the day.
c. Aim for at least 50% utilization — let Dispatch Pro auto-assign half your jobs for the best ROI. Over-locking jobs to specific technicians degrades optimization.
⚠︎ If more than 50% of jobs are manually locked, the optimization engine loses its liquidity. Best practice: limit locks to commercial continuity (relationship requirements) and return trips (warranty logic). Keep net-new demand unlocked.
a. On the Dispatch Board, click an open slot on a technician's timeline to create a Non-Job Event. Non-job events are separate from job appointments — they represent time blocks like meetings, training, or vehicle inspections.
b. Name the event, fill out the details, and set the time range.
c. When creating the event, select Include in scheduling and dispatching capacity (new Dispatch Board) or Needs a Timesheet (legacy Dispatch Board).
⚠︎ Crew Scheduling does not require Dispatch Pro.
a. Go to Dispatch > Crew Scheduling. Create crews by assigning a Crew Leader and Crew Members.
b. Drag-and-drop a Crew Leader to a job and the system auto-assigns all Crew Members. This ensures all members are clocked into the correct cost code and project phase without individual admin work.
⚠︎ Only the Crew Leader has permissions to complete forms and edit the job on mobile. Plan accordingly when assigning leaders.
a. Go to Settings > Integrations > Alerts and verify that a Technician Unassigned alert is configured for the appropriate users or roles. This alert fires when a dispatcher unassigns a tech from a job without reassigning it.
b. Check the alert conditions — confirm the notification trigger is set correctly and hasn't been disabled. Alerts can be filtered by Business Unit or Job Type.
c. Verify the job is truly unassigned. Jobs with a technician pre-selected during booking won't trigger unassigned alerts even if they haven't been dispatched.