Manage and configure reservation waitlist

  • Release version: Yokohama
  • Updated May 22, 2026
  • 4 minutes to read
    • Summarize
    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’s Workplace Reservation allows employees to queue for preferred workspace when all spaces in a reservable module configuration are fully booked. This automation streamlines space allocation by automatically assigning freed-up spaces to waitlisted employees, reducing manual monitoring and improving office space utilization. Workplace administrators and event planners gain insights into space demand and can manage waitlist priorities and assignments effectively.

    Show full answer Show less

    Key Features

    • Waitlist Activation: Workplace administrators enable the waitlist feature and browsing by neighborhood, allowing employees to join a queue when no spaces are available.
    • Waitlist Lifecycle: Employees submit a waitlist request through the Employee Center portal when preferred spaces are unavailable. Requests start in a Queued status and move to Confirmed once a space is assigned. If space is available immediately, the reservation completes instantly.
    • Notifications: Employees receive email and push notifications at every stage of the waitlist lifecycle (Queued, Confirmed, Completed, Expired) to stay informed about their reservation status.
    • Priority and Weight Management: Workplace event planners can adjust the priority or weight of queued requests to influence the order of space allocation, with FIFO logic applied when no priority is set.
    • Manual Space Assignment: Event planners can manually assign spaces to employees unable to find a preferred reservation. This updates the waitlist record and confirms the reservation immediately.
    • Scheduled Expiration and Purge: A nightly scheduled job expires stale waitlist records and removes canceled or expired requests with past start times, while records older than 30 days are permanently purged to keep data current.
    • Data Model Support: The Reservation Waitlist data model supports tracking waitlist requests, priority management, space assignment, and reservation fulfillment.

    Practical Benefits for ServiceNow Customers

    • Eliminates the need for manual monitoring of space availability by automating waitlist management and notifications.
    • Enhances office space utilization by filling vacated spaces quickly and efficiently.
    • Enables workplace administrators and event planners to manage waitlist priorities and assign spaces proactively, improving employee satisfaction.
    • Provides actionable insights on space demand and utilization to optimize workplace planning.
    • Maintains data hygiene through automated expiration and purging of outdated waitlist records, ensuring accurate reporting.

    A reservation waitlist lets employees queue for a preferred space when all spaces in a Reservable module configuration are fully booked. The waitlist record is held until the preferred space is available.

    Employees can join a waitlist when preferred spaces aren't available. Spaces can be freed up due to reservation cancellations, changes to workplace services in a location, or reductions in reservation duration. When a space is freed up, the application assigns it and confirms the waitlist reservation. Joining a waitlist helps avoid manual monitoring of available spaces on the reservation portal and streamlines the reservation process.

    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.

    Reservation waitlist workflow

    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.
    4. When employees are unable to find a space, they can submit a Reservation waitlist record producer using the Employee Center portal. The application creates a waitlist record. For more information, see Create a reservation waitlist.
      Note:
      Employees can only subscribe to the waitlist when the Reservation Waitlist record producer is enabled by the admin.
    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.

      For more information, see Reservation Waitlist data model.

    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.

      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.
    10. Expired and canceled entries older than one month are permanently deleted from the system . For more information, see Purge a waitlist.