---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Capacity and Reservations Management

# Configuring Field Service Capacity and Reservations Management {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure Field Service Capacity and Reservations Management to manage the distribution and assignment of the work capacity for work order tasks.

## Configuration overview {#configuring-capacity-management__section_vnw_fsp_lcc}

The steps for configuring Field Service Capacity and Reservations Management are:

1. [Activate Field Service Capacity and Reservations Management](https://www.servicenow.com/docs/qiEE5QiJeKkqUoxrBoPS4w "You can activate the Field Service Capacity and Reservations Management plugin (com.snc.fsm_capacity_management ) for Field Service Management if you have the admin role.")

   You can activate the Field Service Capacity and Reservations Management plugin (com.snc.fsm_capacity_management) for Field Service Management if you have the admin role.
2. [Activate Field Service Advanced Capacity and Reservations management](https://www.servicenow.com/docs/kgoxzoaLhO0wZvZCJsFRbw "You can activate the Field Service Advanced Capacity and Reservations management (com.snc.fsm_advanced_capacity_management) for Field Service Management if you have the admin role.") to have the Capacity Console in the CSM/FSM Configurable workspace for capacity planners.
3. [Capacity reservation rules](https://www.servicenow.com/docs/MRvV8PysUQhDDYTMFlJsmg#capacity-reservations "Capacity Reservations enable you to efficiently distribute the total work capacity among work order tasks based on their attributes, such as work type, location, and priority.")

   Create capacity reservation rules to use in
   the capacity definition.
4. [Create capacity allocation schedule](https://www.servicenow.com/docs/25khPI1sJPp3wqYkJl7YOQ#allocate-schedule-for-capaity-definition "The capacity allocation schedule helps manage and distribute your resource capacity over a set period, ensuring that a certain percentage of your resources are reserved for high-priority or same-day tasks.")

   The capacity allocation schedule helps manage and distribute your resource capacity over a set period, ensuring that a certain percentage of your resources are reserved
   for high-priority or same-day tasks.
5. [Create a capacity definition](https://www.servicenow.com/docs/E8fqGfO7Sk_cqBSF2kAeHQ "Allocate work to different types of tasks based on the reserved capacity percentage and defined source of capacity for a territory.")

   Allocate work to different task attributes based on their reserved capacity percentage and defined source of capacity.
6. [Create a demand channel](https://www.servicenow.com/docs/vg1PF_byaeuFNXBkEIlwUw "Demand channels help organize and manage work by efficiently distributing resources. When creating a reservation rule, you can allocate a specific percentage of capacity to a particular demand channel. By tagging work orders or tasks with demand channels, you ensure they are routed correctly, improving resource allocation and scheduling accuracy.")

   Demand channels help organize and manage work by efficiently distributing resources. When creating a reservation rule, you can allocate a specific percentage of capacity to a particular
   demand channel. By tagging work orders or tasks with demand channels, you ensure
   they're routed correctly, improving resource allocation and scheduling
   accuracy.
7. [Associate technicians with demand channels](https://www.servicenow.com/docs/ywIjCu9XQAysxL3VOOeCaw "Associate technicians in a territory with demand channels to appropriately assign tasks to the technicians.")

   Associate a technician with the required demand channel to accurately assign the tasks to the technician.
8. [Create a capacity assignment](https://www.servicenow.com/docs/TbgtQdUxtq32wKzMiLRY7A "Create the capacity assignment of work based on the selected source, such as agent schedules, tasks, or hours.")

   Create the assignment of work based on the selected source, such as agent schedules, tasks, or hours.
9. [Create a capacity assignment override](https://www.servicenow.com/docs/xX6IifdnU4hFGGZJAg0ndQ "Override the default capacity assignment rules to accommodate changes in the plan within a capacity definition. This allows you to update existing capacity assignments for different time intervals, capacity reservation rules, and recurring patterns without creating a new capacity definition.")

   Change the default capacity assignment rules for any change in plan within a capacity definition. You can update the capacity assignments for the existing capacity definition rule
   at different time intervals and for different capacity buckets rather than creating a new capacity definition.
{#configuring-capacity-management__ol_p5z_35d_mcc}
**Related concepts**   

* [Field Service Territory Capacity Analytics dashboard](https://www.servicenow.com/docs/RS90Ey2SD7er1S4jieXENw "Use the Field Service Territory Capacity Analytics dashboard to track capacity trends with interactive charts and graphs, perform gap analysis with a customizable pivot table, and apply filters for targeted data viewing and informed decision-making.")  
**Related tasks**   

* [View Capacity Usages information](https://www.servicenow.com/docs/w_NG5sWO7Z2v_fvIfjQ9~A "View Capacity Usages information to track the capacity used by groups and agents.")  
**Related reference**   

* [Field Service Capacity and Reservations Management components](https://www.servicenow.com/docs/ftQiqWS0pLysYO91gWmy7Q "Several types of components are installed with the Field Service Capacity and Reservations Management feature, including tables, business rules, scheduled jobs, and script includes.")