Capacity and Reservation not working in dispatcher workspace

[jaswkaur]

Hi All,

I have configured a capacity definition and reservation rule for assignment of work order task to agents. According to the capacity each agent should get assigned only 3 task per day. But the configuration is not working properly. I have created a 60:30 Breakfix:Install reservation rule as well that for the day agent should get 60% of break work order task and 30% of Install work order task. But dynamic scheduling is not following the reservation rule. I am not getting any warning as well for capacity breached or reservation breached if I am manually dragging the work order task in order to see the warning message.

Can anyone suggest why capacity and reservation configuration is not working.

Any help would be much appreciated.

Thanks

[KPNow]

When setting up capacity definitions and reservation rules in Field Service Management, it is common for everything to look right on paper while the underlying scheduling engine simply bypasses the limits. The most frequent culprit is that capacity checking isn't fully toggled on across the board. You'll want to check Field Service > Configuration to ensure "Enable Capacity Management" is active, and verify under Dynamic Scheduling Configuration for wm_task that the "Agent Capacity" rule is explicitly listed as a mandatory hard constraint. If it's missing or set as a soft constraint, the engine will assign tasks right past your limits without throwing an error, and manual drag-and-drop actions on the Dispatcher Workspace won't trigger warning popups.

Another subtle issue here stems from the math behind your task breakdown. With a daily capacity of 3 tasks, a 60% Breakfix and 30% Install split calculates out to 1.8 and 0.9 tasks. Because tasks are whole numbers, ServiceNow's rounding logic can get confused by fractional task allocations and fail to enforce the rule properly—try temporarily bumping the daily capacity to 10 tasks just to test if the reservation percentage kicks in. Lastly, double-check that your test agents are explicit members of the "NY Agents" group tied to that assignment record, and that the tasks you are testing precisely match the conditions defined inside your reservation rule.