General questions
What is Adjustable Capacity Planning (ACP)?
ACP allows you to have a clear vision of your current capacity on a granular, hourly level without having to review the Dispatch Board or Schedule Board. You can manipulate ACP to over or under-book based on your goals, technician flexibility, and marketing strategies.
For more, see Adjustable Capacity Planning (ACP) overview.
How do I set up Adjustable Capacity Planning (ACP)?
Account configuration is required to use ACP. Please contact Technical Support for details.
After ACP is configured for your account, follow the steps in Set up Adjustable Capacity Planning (ACP).
How do I use Adjustable Capacity Planning (ACP)?
After ACP is set up in your account, Customer Service Representatives (CSRs) should follow the steps in Manage job booking with Adjustable Capacity Planning (ACP) to use ACP.
What does the percentage mean that appears on arrival windows after clicking Get Availability?
This percentage shows how full that arrival window is. This is based on how many technicians in the selected business unit (BU) are available, and how many jobs have already been booked for that time.
For example, 0% full means no jobs have been booked for that arrival window.
For more, see Adjustable Capacity Planning (ACP) overview.
Note: If the time or date for an arrival window has passed, no arrival window box is shown at all. If there's not enough capacity, or if capacity is 100% full, the arrival window box is blank.
Where can I view my company's current, overall capacity for the week?
For Open Capacity Planning, go to Schedule > Open Capacity. For more, see the View the Open Capacity table section of Book the ideal number of jobs with Open Capacity Planning.
For Adjustable Capacity Planning, go to Schedule > Capacity Planning. For more, see the View the Capacity Planning Board section of Manually adjust Capacity Planning (ACP).
For Adaptive Capacity, go to Schedule > Capacity Reporting. For more, see Use Advanced Mode in Adaptive Capacity Reporting to plan your week and make manual adjustments.
How can technicians work jobs in multiple business units (BUs) if I can only assign them to a single BU in their profile?
You can combine multiple business units (BUs) into a business unit group. You can also combine Service and Maintenance BUs for a particular region into a single BU group.
For more, see the Create a business unit group section of Set up Adjustable Capacity Planning (ACP).
Note: ACP doesn't limit capacity to individual BUs within a BU group. It takes into account all BUs within a group when determining capacity.
Can I assign one technician to multiple business units (BUs) for Adjustable Capacity Planning (ACP)?
You can combine multiple business units (BUs) into a business unit group. You can also combine Service and Maintenance BUs for a particular region into a single BU group.
For more, see the Create a business unit group section of Set up Adjustable Capacity Planning (ACP).
Note: ACP doesn't limit capacity to individual BUs within a BU group. It takes into account all BUs within a group when determining capacity.
Do all my technicians need to be assigned to a business unit (BU) in order to use Adjustable Capacity Planning (ACP)?
Yes, all technicians need to be assigned to a BU in their technician profile for ACP to function properly.
Do all my technicians need to have shifts set up in order to use Adjustable Capacity Planning (ACP)?
Yes, all technicians need to have available, Regular shifts in Schedule > Technician Shifts for ACP to function properly.
For more, see Use Technician Shifts.
Are On-Call shifts factored into Adjustable Capacity Planning (ACP)?
On-Call shifts are considered emergency-only and do not count towards available hours.
How do I set up zones with Adjustable Capacity Planning (ACP)?
ACP doesn't take zone service areas into account. For time zones, however, if your business operates across multiple time zones, we recommend that you contact Technical Support to configure your account so that the capacity displays the correct time zone.
Is there an audit trail on who is adding hours to Adjustable Capacity Planning (ACP)?
On job records, all changes for ACP are shown in the job audit trail.
On the Availability Summary screen, manual changes are shown if you've enabled Manual Adjustments.
In reporting, the Office Activities Report gives you an overview of all jobs so you can see when ACP was used for booking. It doesn't show adjustments made to ACP.
Why don't I see the breakdown of availability per arrival window on the Capacity Planning Board?
If you don't see a breakdown of availability, make sure your computer is set to the same time zone as your ServiceTitan account's time zone. After you update your computer's time zone to match your ServiceTitan account's time zone, the availability breakdowns should appear.
Do unassigned jobs deduct availability in Adjustable Capacity Planning (ACP)?
Yes, unassigned jobs are taken into account when viewing capacity through ACP.
Does Adjustable Capacity Planning (ACP) integrate with the Web Appointment Scheduler?
No, only Open Capacity Planning integrates with the Web Appointment Scheduler.
Does Adjustable Capacity Planning (ACP) integrate with HomeAdvisor?
No, ACP does not integrate with HomeAdvisor. We recommend that you set up your business hours directly within HomeAdvisor.
Does Adjustable Capacity Planning (ACP) integrate with Google Local Service Ads?
Yes. Learn more about our integration with Google Local Service Ads and how to set it up in Legacy: Set up Google Local Services Ads Integration in ServiceTitan.
Why doesn't my arrival window selection persist after clicking Select Window on the Call Booking screen?
This happens if arrival windows aren't set up for the selected business unit (BU). Selection will persist after you set up arrival windows for that BU in Settings > Arrival Windows.
For more, see Set up arrival windows.
How do automatic adjustments work?
An automatic adjustment is created when a technician with no available, Regular technician shift is assigned to a job.
Note: The technician should also be assigned to a business unit (BU).
ServiceTitan automatically adds and deducts technician time to the time slot or arrival window for the duration of the scheduled job so that the technician's capacity remains as accurate as possible. This occurs when a job's scheduled end time falls after the end of a technician's available shift. For example, a job is scheduled from 3:00–5:00 PM and assigned to a technician whose technician shift ends at 4:00 PM.
Do Arrival Window Restrictions work with Adjustable Capacity Planning (ACP)?
No, Arrival Window Restrictions created in Settings > Operations > Arrival Windows > Arrival Window Restrictions don't appear when clicking Get Availability on the Call Booking screen.
Why do I see the message "Your administrator has not enabled capacity planning for this Business Unit. Please select an arrival window manually" when I click Get Availability?
This message means the business unit (BU) selected on the Call Booking screen or on the job record is not currently active in Settings > Capacity Planning > Business Unit Groups. To fix this:
Go to Settings > Capacity Planning > Business Unit Groups.
Use the Active Capacity filter to find business unit groups that are currently inactive.
Reactivate the business unit group in question by clicking Edit > Activate Capacity.
Troubleshooting questions
What should I do if Adjustable Capacity Planning (ACP) availability looks incorrect?
If you see an issue with availability after clicking Get Availability, click Report a Bug on the arrival window that looks incorrect. This takes a snapshot of the job type and business unit selection you made and sends an email to Technical Support with the details needed for troubleshooting.
For more, see the Resolve issues with ACP section of Manage job booking with Adjustable Capacity Planning (ACP).
Why is Adjustable Capacity Planning (ACP) showing availability when capacity is full?
If you see an issue with availability after clicking Get Availability, click Report a Bug on the arrival window that looks incorrect. This takes a snapshot of the job type and business unit selection you made and sends an email to Technical Support with the details needed for troubleshooting.
For more, see the Resolve issues with ACP section of Manage job booking with Adjustable Capacity Planning (ACP).
Why is Adjustable Capacity Planning (ACP) showing capacity is full when the Dispatch Board technicians still have availability?
If you see an issue with availability after clicking Get Availability, click Report a Bug on the arrival window that looks incorrect. This takes a snapshot of the job type and business unit selection you made and sends an email to Technical Support with the details needed for troubleshooting.
For more, see the Resolve issues with ACP section of Manage job booking with Adjustable Capacity Planning (ACP).
Why is Adjustable Capacity Planning (ACP) showing on the weekend when there are no technician shifts?
The ACP feature will show on weekends, but as long as there aren't technician shifts on the weekend ACP shouldn't show any availability.
If you see an issue after clicking Get Availability, click Report a Bug on the arrival window that looks incorrect. This takes a snapshot of the job type and business unit selection you made and sends an email to Technical Support with the details needed for troubleshooting.
Why don't technicians show in Adjustable Capacity Planning (ACP) after I click a time slot in the Get Availability window?
If you don't see technicians after clicking a time slot in the ACP Get Availability window:
Make sure your technicians are each assigned to a business unit (BU). Technicians must be assigned to a BU to show up in ACP. For more, see Add and manage technician profiles and Add and edit business units.
Make sure your technicians have shifts set up for the desired date and time. For more, see Use Technician Shifts.