Schedule Engine (Legacy) - FAQ

Non-ACP

Availability issues can be caused by a few different factors. Below are some of the most common causes:

1. Recently adding or removing technicians

2. Recently updating job types or business units

3. Recently adding, removing, or updating time slots

When you make one of these changes without notifying Scheduling Pro, we no longer have a 1:1 match on our information. If you made one of these changes, email our Support team outlining your changes and we will make the updates on our end.

ACP only

Scheduling Pro’s integration with Adjustable Capacity Planning works differently than other types of Scheduling Pro configurations.

For your setup, this means:

• Capacity is controlled on your end in ServiceTitan's capacity planning instead of the Scheduling Pro side.

• You can still use buffers, blocked dates, and availability window settings in your dashboard to create rules for your scheduler availability.

• Scheduling Pro looks at capacity for the business unit that the job type is mapped to in ServiceTitan.

• If the job type is not mapped to a business unit or is mapped to multiple business units, we fall back on the rules set up during your onboarding.

If you have any issues with your ACP configuration in ServiceTitan itself, reach out to your ServiceTitan CSM or their Technical Support directly for further assistance.

This may be caused when Scheduling Pro flags certain booked appointments as potential “site takeovers” or “location takeovers.” There are two situations when this can occur:

1. The customer states that they are an existing customer of yours when booking with us, but the phone number they provide does not match a phone number tied to the customer or site/location record, or

2. The customer states that they are not an existing customer of yours, but books an appointment for a location already in your system.

In both cases, we send an email to you stating that a "takeover request" has occurred to the same mailing list that we send your booking confirmations. The details of the job are provided, along with the customer information provided in the online booking tool. You can also find a note about this in the notes summary of the job in your system.

When this happens, you should open up the job and determine why we may have flagged it. If it is an existing customer using a new phone number, your dispatch team should add the number to the customer/location record and allow the job to proceed as booked. If the customer is a new owner of an existing location, a customer record should be created for that customer and the job should be mapped to that new customer record.

If you’re using ServiceTitan and decided to use a default tag such as Booked by SP, we can replace that with the new Site Takeover tag. You need to add this job tag in your ServiceTitan instance and then contact support to configure it.

Jobs not syncing can be caused by a few different factors.

When a customer clicks Book now, Schedule Engine sends you an email summary alerting you that the job has been booked in our system. The job should sync in ServiceTitan within less than 30 minutes depending on server load.

If you are only seeing certain job types not sync into ServiceTitan, it's most likely one of the following issues:

1. You added new job types or Business Units without notifying Schedule Engine.

2. You changed or updated the job types we are using to read availability.

3. You changed the default Schedule Engine Campaign we use for integration.

4. You deleted the "dummy technician" Schedule Engine is assigning jobs to (where applicable).

   1. Most integrations use unassigned area.

If you made one of these changes, send an email to our Support team outlining your changes and we will make the updates on our end.

Note: Schedule Engine attempts to resync all jobs for up to 24 hours. If the missing jobs were booked more than 24 hours ago, you will need to recreate them in ServiceTitan until this issue is resolved by Support. Moving forward, please notify SE of any of the above changes to avoid service disruptions.

Contact Technical support to get the Scheduler ID.