---
sourceDocument: Brazil Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Manage and configure reservation waitlist

# Manage and configure reservation waitlist {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Manage and configure reservation waitlist

The reservation waitlist feature in ServiceNow allows employees to queue for preferred workspaces, durations, and locations when all desired spaces are fully booked.
This automated waitlist system holds records until a preferred space becomes available and then confirms the reservation, eliminating the need for employees to manually monitor space availability.
It enhances office space utilization and streamlines the reservation process, reducing scheduling friction for employees and workplace administrators.
Show full answer Show less  

## Key Features

* **Waitlist Enrollment:** Employees can join waitlists for specific neighborhoods if the waitlist and neighborhood browsing options are enabled by workplace administrators.
* **Waitlist Lifecycle Management:** Waitlist records start in a Queued state, transition to Confirmed when a space is assigned, and move to Completed when the reservation is finalized.
* **Notifications:** Employees receive email and push notifications at all waitlist stages---Queued, Confirmed, Completed, and Expired---keeping them informed throughout the process.
* **Priority and Weight Management:** Workplace event planners can adjust the priority or weight of queued waitlist records to influence the order of space allocation, with a default FIFO (first-come, first-served) approach when no priority is set.
* **Manual Space Assignment:** Event planners can manually assign spaces on behalf of employees, facilitating reservations when employees cannot find available slots themselves.
* **Automated Expiration and Purging:** A nightly scheduled job expires stale or past waitlist records, and an auto flush rule permanently deletes expired or canceled records older than 30 days to maintain accurate reporting.

## Practical Benefits for ServiceNow Customers

* Reduces manual effort and monitoring by employees and workplace administrators during peak booking times.
* Optimizes workspace utilization by promptly filling vacated spaces based on waitlist priority.
* Provides workplace managers and event planners with actionable insights on space demand and utilization.
* Enables event planners to intervene and manage reservations proactively, improving employee satisfaction and operational efficiency.
* Ensures data integrity and system performance through automated expiration and purging of outdated waitlist records.  
A reservation waitlist lets employees queue for a preferred space, duration, and location. The waitlist record is held until the preferred space is available.

Employees can join a waitlist when building spaces are fully booked. They can join a waitlist queue until a space is available. A space can be freed up or made available. When a space is available, application assigns the space for
reservation and the waitlist gets confirmed. Joining a waitlist helps avoid manual monitoring of available or freed up spaces on the reservation portal. It also streamlines the reservation process and helps avoid friction.  
Joining or subscribing to a waitlist helps workplace administrators and reservation event planners as follows:

* Reduces scheduling friction for both employees and workplace administrators.
* Helps avoid manual monitoring for available or freed-up spaces for reservation.
* Improves office space utilization by filling vacated spaces automatically. Workplace Event Planners and Workplace Managers get insights on space utilization, space optimization, and space demand requirements for a given location.
* Event planners can review and update waitlist records that are queued. They can change the weight or priority of a Queued waitlist record and move it up in the queue for space allocation. They can also manage space assignments on behalf of employees. They can assign a space when employees are unable to find a preferred reservable space and time slot.
{#subscribe-waitlist-overview__ul_gqq_1sr_3jc}

## Reservation waitlist workflow {#subscribe-waitlist-overview__section_yn1_3sr_3jc}

The following steps describe the waitlist lifecycle:

1. The Enable waitlist check box on the Reservation Module configuration is enabled by workplace administrators to allow employees to join a waitlist.
2. Employees can join a waitlist and select their preferred neighborhoods. They can waitlist on a neighborhood.  
   Note:  
   The Enable browse by neighborhood check box must be selected by workplace administrators .
3. Employees can make a reservation using the reservation portal. For more information, see [Create a reservation](https://www.servicenow.com/docs/XuyMqrCmZN9CBXj_4WfdWg "Create reservations across multiple buildings, campuses, neighborhoods, or sites, spanning a single day or multiple days. Add attendees, visitors, and workplace services such as room configurations and catering, and synchronize details or resolve conflicts for recurring reservations.").
4. Employees can submit a Reservation waitlist record using the Employee Center portal. The application creates a waitlist record.  
   Note:  
   Employees can only subscribe to the waitlist when the Reservation waitlist record producer is enabled by workplace administrators.
   For more information, see [Create a reservation waitlist](https://www.servicenow.com/docs/4zQf8G9xzTf_BBQZNxgPmg "When work spaces in a location are fully booked, and employees are unable to find a space, they can join a reservation waitlist.").
5. Initially, the waitlist record is Queued. When a space is freed up or available, the status of the waitlist changes from Queued to Confirmed. The waitlist status changes to Confirmed when a space is assigned to an employee.

   If at the moment of submitting the waitlist, a space is available, the waitlist request is completed instantly. A reservation is created for the
   employee and the waitlist record is marked as completed. If no spaces are available while submitting a waitlist request, the request moves to Queued status until a space is made available and it moves to
   Confirmed state.
6. Employees receive an email notification and a push notification that a space is assigned for reservation. For all stages of a Waitlist record lifecycle, employees receive an email and push notification (Queued, Confirmed, Completed, and Expired).
7. Workplace reservation event planners can update the weight or priority of a queued waitlist record to move it up in the queue for confirmation. The application fetches the waitlist queue records and assigns a space based on the
   highest weight or priority assigned for a queued waitlist. If weight or priority is missing for a queued waitlist, the application checks for Created column value in the Workplace Reservation table. It
   prioritizes space assignments based on the first in, first out (FIFO) logic or first-come, first-served basis. Based on the start time of a queued waitlist record, space assignment is done. The oldest record or a record with the
   oldest start time is prioritized. Recent or newly added waitlist records are queued and wait behind all previously queued records. For more information, see [Reservation Waitlist data model](https://www.servicenow.com/docs/V_JGvHX8Z2UfnboEiUZ9XA "The Reservation Waitlist data model describes the tables and configuration options that support waitlist requests, space allocation, and reservation fulfillment for employees.").

   For more information, see [Reservation Waitlist data model](https://www.servicenow.com/docs/V_JGvHX8Z2UfnboEiUZ9XA "The Reservation Waitlist data model describes the tables and configuration options that support waitlist requests, space allocation, and reservation fulfillment for employees.").
8. Workplace event planners can also assign a space manually on behalf of employees. If employees are unable to find a space or when they request event planners to assign a space, they can assign a space. If a space is available, the waitlist request is fulfilled immediately and confirmed. A reservation is created and the Fulfilled by column in the Reservation Waitlist table is updated with the event planner's name who assigned a space manually.

   For more information, see [Reservation Waitlist data model](https://www.servicenow.com/docs/V_JGvHX8Z2UfnboEiUZ9XA "The Reservation Waitlist data model describes the tables and configuration options that support waitlist requests, space allocation, and reservation fulfillment for employees.").  
   Note:  
   Only Reservation Event planners can update and change the priority or weight of a Queued waitlist record.
9. The Waitlist expiration scheduled job runs nightly . It removes canceled, expired, or queued waitlist records with an older start time (timestamp). If no space is available on the requested start time and date, the waitlist entry expires automatically. The waitlist expiration scheduled job removes or expires stale or past waitlisted records. The expired records aren't permanently removed from the system. For more information, see [Create a schedule job for waitlist](https://www.servicenow.com/docs/QVb4pAVAktQbggPqFd1O1g "A nightly scheduled job Waitlist Expirations handles expiration of past or stale waitlist records that are in Queued state. The nightly job runs daily and sets the status of any record with an expired or stale start time.").
10. Expired and canceled entries older than one month are permanently deleted from the system . For more information, see [Purge a waitlist](https://www.servicenow.com/docs/fIMzGFv4O0oBwpWNuvEOJw "An auto flush rule on the Reservation Waiting List (sn_wsd_rsv_waitlist) table purges expired waitlist records older than 30 days to maintain accurate waitlist management reporting.").
* **[Create a schedule job for waitlist](https://www.servicenow.com/docs/QVb4pAVAktQbggPqFd1O1g)**   
  A nightly scheduled job Waitlist Expirations handles expiration of past or stale waitlist records that are in Queued state. The nightly job runs daily and sets the status of any record with an expired or stale start time.
* **[Purge a waitlist](https://www.servicenow.com/docs/fIMzGFv4O0oBwpWNuvEOJw)**   
  An auto flush rule on the Reservation Waiting List (sn_wsd_rsv_waitlist) table purges expired waitlist records older than 30 days to maintain accurate waitlist management reporting.

**Related tasks**   

* [Create a reservation](https://www.servicenow.com/docs/XuyMqrCmZN9CBXj_4WfdWg "Create reservations across multiple buildings, campuses, neighborhoods, or sites, spanning a single day or multiple days. Add attendees, visitors, and workplace services such as room configurations and catering, and synchronize details or resolve conflicts for recurring reservations.")
* [Auto-resolve recurring reservations](https://www.servicenow.com/docs/Guss9hFVWQ4_FkrFuzCHFA "While making a recurring reservation, only the availability of the first occurrence is checked. It’s possible that a future occurrence of the meeting may run into conflicts. To avoid such conflicts, while scheduling a recurring reservation, the Workplace Reservation Management application tries to auto-resolve any recurring conflicts.")
* [Add invitees as collaborators and create a reservation](https://www.servicenow.com/docs/9VbZnt8m1vRt9hAUsl4SFg "Employee can add their colleagues as collaborators while making a reservation. Employees can view availability of their colleagues on the reservation portal search page while making a reservation to find an available space.")
* [Set a location as favorite using the Space details page](https://www.servicenow.com/docs/QNbMxP~nVdhtE4JPOrelXw "Mark your most reserved workplace location as favorite in the Workplace Service Portal. Once the location is set as favorite, it is displayed first whenever you search for locations to make a reservation.")
* [Reserve a space near your colleague](https://www.servicenow.com/docs/QcBIGspOM5NMzYrYHu6ccA "Make a workplace reservation and reserve a space near your team member or a colleague.")
* [Create a multi-day reservation](https://www.servicenow.com/docs/ADovO8dKfBdiX5MN_OQSJQ "Workplace users can now reserve a space covering multiple days. Employees can reserve a space that spans across multiple days.")
* [Create multi-building reservations](https://www.servicenow.com/docs/oj~1Ii~AVJR~hBMi8JiuVQ "Reserve multiple spaces spanning across multiple buildings in different timezone. Create multi-building reservations for the same date and time in a single reservation.")
* [Create neighborhood reservations](https://www.servicenow.com/docs/L8LFZUKLFY6ls0Zw_jgLfw "Reserve neighborhood spaces using Advanced reservation.")
* [Create reservation for multiple workplace items](https://www.servicenow.com/docs/0Gu44XlNUAgd~b9ic8zQdw "Reserve multiple workplace items for the same date and time in a single reservation.")
* [Enable shift-based reservation](https://www.servicenow.com/docs/Ja7TDr_T3DtSS9wdUayYHQ "As an admin, enable employees to reserve a workplace item for a shift. Configure the spaces that can be reserved for a shift. Specify the users who can make shift-based reservation.")
* [Create a reservation along with a shared reservation](https://www.servicenow.com/docs/uSJ833qdYZOJLwcdMGnOUQ "Reserve a workplace near to your co-worker using their shared reservation details.")
* [Create a reservation including a virtual meeting link](https://www.servicenow.com/docs/ABavwQyUPwFLLeKJ7GT2ag "Enable employees who are located outside the office to join a reservation by using a virtual meeting link. A virtual meeting link is created for an employee selected in \"On behalf of\".")
* [Create a shift reservation](https://www.servicenow.com/docs/vc3nS1cKKPCdrR448fVuhA "Reserve a workplace item for a shift. Create a single reservation or a recurring reservation for the same shift.")
* [Create a group reservation](https://www.servicenow.com/docs/HFWDfS6IJaW7rVLYCvrT4g "Reserve multiple spaces for different users in a single group reservation.")
* [Share, modify, or cancel a reservation](https://www.servicenow.com/docs/XJBo0EGJDwJIxgYTMlM6Bw "You can view, modify (update), or cancel a reservation. Update the reserved workplace item or the date and time for a reservation.")
* [Reserve a workplace using the Quick Reservation widget](https://www.servicenow.com/docs/hTtJm2RGXPeVL53OCd1zVQ "Reserve a workplace quickly by using the Quick Reservation widget in the Workplace Service Portal. The widget enables you to select from a list of available time slots instead of specifying the start and end times.")
* [Download an iCalendar for a reservation](https://www.servicenow.com/docs/FvI3FxK5UrEHytbw1gOh7w "Add the reservation to your office calendar by downloading the iCalendar of the reservation.")