---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Manage and configure reservation waitlist

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

Release version: Australia  
Updated June 9, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
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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 allows employees to queue for preferred spaces, durations, and locations when building spaces are fully booked.
This automated waitlist system assigns available spaces to employees in order, streamlining the reservation process and reducing manual monitoring.
It improves office space utilization by automatically filling vacated spaces and reduces scheduling friction for employees and workplace administrators.
Show full answer Show less  

## Key Features

* **Enable waitlist functionality:** Workplace administrators enable the waitlist and browse-by-neighborhood options to allow employees to join waitlists for specific areas.
* **Waitlist lifecycle:** Employees submit waitlist requests that remain in a Queued state until a space becomes available, then move to Confirmed and eventually Completed once the reservation is made.
* **Notification system:** Employees receive email and push notifications at every waitlist status change (Queued, Confirmed, Completed, Expired).
* **Priority management:** Reservation event planners can adjust the priority or weight of queued waitlist records to reorder the queue and expedite space assignment.
* **Manual space assignment:** Event planners can assign spaces manually on behalf of employees when needed, with the system recording the assignment source.
* **Automatic waitlist expiration:** A nightly scheduled job expires stale or past waitlist records and purges expired records older than 30 days to maintain accurate reporting.
* **FIFO logic:** When priority or weight is not set, space assignments are made based on first-come, first-served and oldest start time principles.

## Practical Benefits for ServiceNow Customers

* Automates and simplifies the process of managing reservations when demand exceeds supply, reducing administrative overhead.
* Improves employee experience by providing a transparent, automated queueing and notification system for preferred workspace reservations.
* Enables workplace managers and planners to optimize space utilization and gain insights into space demand patterns.
* Provides tools for event planners to proactively manage waitlist priorities and intervene with manual assignments when necessary.
* Maintains data hygiene and reporting accuracy through automated expiration and purging of outdated waitlist records.

## Next Steps for Implementation

* Workplace administrators should enable the waitlist and neighborhood browsing settings in the Reservation Module configuration.
* Enable the Reservation waitlist record producer to allow employees to submit waitlist requests via the Employee Center portal.
* Configure and monitor the nightly scheduled job for waitlist expiration to ensure stale records are cleared timely.
* Train reservation event planners on managing waitlist priorities and manual space assignments to maximize space utilization.  
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://servicenow-prod.fluidtopics.net/LBkfqMjl97bJJBIqLj9nug "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://servicenow-prod.fluidtopics.net/TbrHFU~8gCwiorCMzetGRw "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://servicenow-prod.fluidtopics.net/7xH~UFBsjPobw5GGZWZcYQ "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://servicenow-prod.fluidtopics.net/7xH~UFBsjPobw5GGZWZcYQ "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://servicenow-prod.fluidtopics.net/7xH~UFBsjPobw5GGZWZcYQ "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://servicenow-prod.fluidtopics.net/3d~LLvN3gPHjB9LtfmCEKA "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 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://servicenow-prod.fluidtopics.net/LERYNh8zy81cxZmh8KF81Q "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.").
1. [Reservation Waitlist data model](https://servicenow-prod.fluidtopics.net/7xH~UFBsjPobw5GGZWZcYQ)  
   The Reservation Waitlist data model describes the tables and configuration options that support waitlist requests, space allocation, and reservation fulfillment for employees.
2. [Create a reservation waitlist](https://servicenow-prod.fluidtopics.net/TbrHFU~8gCwiorCMzetGRw)  
   When work spaces in a location are fully booked, and employees are unable to find a space, they can join a reservation waitlist.
3. [Create a schedule job for waitlist](https://servicenow-prod.fluidtopics.net/3d~LLvN3gPHjB9LtfmCEKA)  
   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 stale start time.
4. [Purge a waitlist](https://servicenow-prod.fluidtopics.net/LERYNh8zy81cxZmh8KF81Q)  
   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**   

* [View or update reservations](https://servicenow-prod.fluidtopics.net/In0SnpaX5IATECvDMA3NVg "View or update reservation requests submitted through the Reservation portal. You can view the current day's reservations and the ones made by you for the others.")
* [Approve a reservation](https://servicenow-prod.fluidtopics.net/ruP1DvglMWhMzjwMp7bkiA "Review employee reservations raised using Workplace Reservation Management and approve or reject them.")
* [Print workplace reservations](https://servicenow-prod.fluidtopics.net/IeXl5yr1lwR1hRYRCBSiVg "Using the Reservation Overview, workplace managers and reservation desk executives can print the reservations created and scheduled for a location.")