Field Service Capacity and Reservations Management components

Several types of components are installed with the Field Service Capacity and Reservations Management feature, including tables, business rules, scheduled jobs, and script includes.

Install the Field Service Contractor Management plugin (com.snc.fsm_contractor_management) to take the external groups into account while reserving, defining, and assigning the work capacity. For more information, see Activate Field Service Contractor Management.

Activation of Field Service Capacity and Reservations Management adds the Capacity Management menu to the application navigator and the following modules:

• Capacity Reservations: Reserve a capacity percentage of a group or agents availability to meet specific demands. For example, 60% for Break-Fix Work types and 40% for Install work types.
• Capacity Definitions: Allocate the correct amount of work to internal or external work groups based on defined hours, task count, or agent work schedules. You can define capacity for a day, week, month, or year.
• Capacity Assignments: Assign the capacity and capacity reservations to internal work groups and external groups of contractor companies.
• Capacity Usages: View the record of capacity used by different groups and agents.
• Capacity Allocation Schedules: Manage and distribute your resource capacity over a set period, ensuring that a certain percentage of your resources are reserved for same-day tasks.

Note:

You must select using dynamic scheduling in the Assignment method for tasks configuration option to enable your application to distribute work based on the capacity management rules.

Tables

Capacity management adds the following tables.

Table 1. Tables installed with the Capacity and Reservations Management feature

Table	Description
Capacity Definition [wm_capacity_definition]	Stores the capacity of a group or internal field service agent and the reservation rules to be used while assigning tasks.
Demand Channel [wm_demand_channel]	Stores daily capacity and demand data for each assignment, used for the capacity dashboard.
Capacity Demand Metrics [wm_capacity_demand]	Stores the metrics data for all capacity assignments
Capacity Reservation [wm_capacity_reservation]	Stores the reservation definition and exclusion conditions.
Capacity Reservation Rule [wm_capacity_reservation_rule]	Stores the reservation rules and the conditions for which the reservations should be used.
Capacity Assignment [wm_capacity_assignment]	Stores capacity definition assignments to groups within a specific time period to help avoid conflicts in capacity in a given time period by validating the effective from and effective to dates.
Capacity Usage [wm_capacity_usage]	Stores the capacity used by an internal field service agent or a group within a specific time period.
Allocation Schedule [wm_allocation_schedule]	Stores the default percentage of capacity allocation.
Allocation Schedule Details [wm_allocation_schedule_detail]	Stores the relative start date, relative end date, and the percentage of capacity that should be allocated for an allocation schedule.

Business rules

Capacity management adds the following business rules.

Table 2. Business rules installed with the Capacity and Reservations Management feature

Business rule	Table	Description
Avoid Conflict in Capacity Time Period	Capacity Assignment [wm_capacity_assignment]	Monitor the time period defined for the Capacity Assignment to ensure that any group does not have multiple capacity assignments in the same time period or overlapping intervals.
Update Capacity on task change	Work Order Task [wm_task]	Add or update capacity whenever a task is assigned or unassigned. You can update capacity whenever the estimated work or travel duration changes.
Update Capacity on task delete	Work Order Task [wm_task]	Update the capacity used whenever an open task is deleted within the given window.
Validate Capacity Value	Capacity Definition [wm_capacity_definition]	Validates the value of the provided capacity for the capacity definition. Capacity should be a non-zero positive integer value.
Validate Effective to and Effective from	Capacity Assignment [wm_capacity_assignment]	Validates the dates entered in the Effective to and Effective from fields in the capacity assignment table. The system calculates the Effective to date based on the value entered in the Repeat for field if the Capacity by value is not selected as for the agent schedule. The Effective from value should always be on or after the current date, and before or equal to the Effective to date. While updating the capacity assignment, the Effective to value cannot be set to a date before capacity usage exists.
Validate Percent Allocated value	Capacity Reservation Rule [wm_capacity_reservation_rule]	Validates the allocated percentage value in the Capacity Reservation Rule table. This value should be a non-zero positive integer less than or equal to 100.
Update Domain for capacity assignment	Capacity Assignment [wm_capacity_assignment]	The system assigns domains to records based on information in the Type field. If the Type is 'Territory internal agents' or 'Territory contractor group', the domain is set using the Territory field. For any other type, the domain is determined by the Group field.
Validate percent allocated	Allocation Schedule [wm_allocation_schedule]	Validates the default allocation percentage value for an Allocation Schedule. The default allocation percentage should be a non-zero positive integer less than or equal to 100.
Validate range	Allocation Schedule Details [wm_allocation_schedule_detail]	Validates the dates entered in the Relative start and Relative end fields in the Allocation Schedule Details table. The Relative start date should always be the current date or future date, and earlier than or equal to Relative end date. The Relative end date should always be current date or a future date, later than or equal to Relative start date.
Validate percent allocated	Allocation Schedule Details [wm_allocation_schedule_detail]	Validates the allocation percentage value for Allocation Schedule Details. The allocation percentage should be a non-zero positive integer less than or equal to 100.
Validate fields	Capacity Assignment Override [wm_capacity_override]	Validates the values provided for the fields of Capacity Assignment Override table.
Prevent updating record to inactive	Demand Channel [wm_demand_channel]	Validates if the Demand channel is used by any reservation rule. This rule prevents you from deleting or deactivating the demand channel if used in a reservation rule.
Update Demand channel on WOT	Work Order Task [wm_task]	Updates Demand Channel for a Work Order Task as per the conditions set for the Demand Channel.
Update capacity demand metrics table	Capacity Assignment Override [wm_capacity_override]	Updates Capacity Demand Metrics table when Capacity Assignment Override table is updated.
Update capacity demand metrics table	Capacity Definition [wm_capacity_definition]	Updates Capacity Demand Metrics table when Capacity Assignment Override table is updated.
Update capacity demand metrics table	Schedule [cmn_schedule]	Updates Capacity Demand Metrics table when Schedule table is updated.
Update capacity demand metrics table	Agent Work Schedule [agent_work_schedule]	Updates Capacity Demand Metrics table when Agent Work Schedule table is updated.
Update capacity demand metrics table	Agent Personal Schedule [agent_events]	Updates Capacity Demand Metrics table when Agent Personal Schedule table is updated.
Update capacity demand metrics table	Schedule Entry [cmn_schedule_span]	Updates Capacity Demand Metrics table when Schedule Entry table is updated.
Update capacity demand metrics table	Territory Group [sn_tp_territory_group]	Updates Capacity Demand Metrics table when Territory Group table is updated.
Update capacity demand metrics table	Territory Membership [sn_tp_territory_membership_override]	Updates Capacity Demand Metrics table when Territory Membership table is updated.
Update capacity demand metrics table	Allocation Schedule Details [wm_allocation_schedule_detail]	Updates Capacity Demand Metrics table when Allocation Schedule Details table is updated.
Update capacity demand metrics table	Allocation Schedule [wm_allocation_schedule]	Updates Capacity Demand Metrics table when Allocation Schedule table is updated.
Update capacity demand metrics table	Capacity Buckets [wm_capacity_bucket]	Updates Capacity Demand Metrics table when Capacity Buckets table is updated.
Update capacity demand metrics table	Capacity Reservation Rule [wm_capacity_reservation_rule]	Updates Capacity Demand Metrics table when Capacity Reservation Rule table is updated.
Update capacity demand metrics table	Capacity Assignment [wm_capacity_assignment]	Updates Capacity Demand Metrics table when Capacity Assignment table is updated.
Update Capacity for appointment task	Work Order Task [wm_task]	Updates the Capacity Usage table when an appointment booking task is created or updated.
Prevent Duplicate Name, Condition	Demand Channel [wm_demand_channel]	Validates the name and condition specified in the Demand Channel table. Checks if there is already a Demand Channel with this name and if the condition specified is used by another Demand channel.
Validate fields based on type	Capacity Assignment [wm_capacity_assignment]	Validates the values provided for the fields of the Capacity Assignment table. Territory field cannot be blank. Only Active Assignment Territories are supported. When Type is Territory Contractor Group, a Vendor Group must be specified. Agent Schedule capacity definition is not supported when the Type is Territory Contractor Group. When Type is None, Group is not applicable. If Territory Planning plugin is not installed, Group should be non-blank.
Disallow capacity definition changes	Capacity Definition [wm_capacity_definition]	Restricts you from updating the values of the fields Capacity By and Frequency if the Capacity Definition is in use or if there is an active Capacity Assignment Override defined for the Capacity Definition.
Disallow override for agent-schedule	Capacity Assignment Override [wm_capacity_override]	Prevents you from overriding the Capacity Definition if the Capacity Definition is based on Agent Schedule.
Remove capacity for unsupported task	Work Order Task [wm_task]	Removes capacity allocated for unsupported tasks.
Restrict changes to definition	Capacity Definition [wm_capacity_definition]	Restricts you from updating the Capacity by value to Agent Schedule if there an active Capacity Override Assignment for this Capacity Definition.
Validate overall definition	Capacity Definition [wm_capacity_definition]	Validates if the value of Set capacity by buckets field is applicable for the specified Frequency.
Validate on deleting definition	Capacity Definition [wm_capacity_definition]	Restricts you from deleting a Capacity Definition if it has active Capacity Assignments.
To verify usage not less than 0	Capacity Usage [wm_capacity_usage]	Validates the value of Capacity used field. The value should be greater than or equal to zero.
Validate total percentage	Capacity Buckets [wm_capacity_bucket]	Validates the total percentage of the workload capacities assigned to buckets. The total percentage should be between 1 and 100.
Disllow update on capacity usage	Capacity Buckets [wm_capacity_bucket]	Restricts you from updating the % Capacity, Start, and End fields for a Capacity Bucket that is in use.
Validate percent allocated	Allocation Schedule [wm_allocation_schedule]	Validates the allocation percentage value for an Allocation Schedule. The value should be a non-zero positive integer less than or equal to 100.
Validate overlapping capacity buckets	Capacity Buckets [wm_capacity_bucket]	Validates the End time provided. The End time should be greater than the Start time. This rule checks if the given time period overlaps with the time period of any other Capacity Bucket.

Note:

You must select using dynamic scheduling in the Assignment method for tasks configuration option to enable your application to distribute work based on the capacity management rules.

Scheduled Jobs

The Capacity and Reservations Management adds the following scheduled jobs. To find them, navigate to All > sn_schedulejobs.do.

Table 3. Scheduled job installed with the Capacity and Reservations Management feature

Scheduled job	Description
Compute Capacity Demand Metrics Data	Calculates and generates data for the Field Service Territory Capacity Analytics dashboard.

Script Includes

The Capacity and Reservations Management adds the following scheduled jobs. To find them, navigate to All > Script Includes.

Table 4. Script includes installed with the Capacity and Reservations Management feature

Script include	Description
FSMDemandManagementQueryUtil	Contains all queries for generating data for the Field Service Territory Capacity Analytics dashboard.
FSMDemandManagementUtil	Calculates and generates data for the Compute Capacity Demand Metrics Data scheduled job.