Key Features

• Reservation Waiting Lists Table (snwsdrsvwaitlist): Stores waitlist requests with important columns such as Neighborhood, Reservable Module, Fulfilled by, and Status to manage waitlist lifecycle.
• Status Management: Waitlist records can have these statuses:
  • Queued: Initial status when an employee submits a waitlist request.
  • Confirmed: When a queued request is fulfilled and space is assigned.
  • Expired: Automatically set by a scheduled job for stale or past waitlist records; records are retained for 30 days before purge.
  • Canceled: Status when a queued request is canceled by an employee or event planner.
• Workplace Reservation Table (snwsdrsvreservation): Includes a Waitlist origin column indicating if a reservation originated from a fulfilled waitlist request.
• Reservable Module and Neighborhood: Employees can join waitlists for specific reservable modules (e.g., desks, meeting rooms) or neighborhoods to receive preferred space allocations when available.
• Priority and Allocation: Event planners can assign a Weight (priority) to queued waitlist records; higher weight records are fulfilled first. Without weight, FIFO based on creation time applies.
• Manual Fulfillment: The Fulfilled by column records when event planners manually assign spaces to queued waitlist requests.
• Reservable Module Configuration: To enable waitlist functionality, administrators must activate:
  • Enable Waitlist – allows employees to join waitlists.
  • Enable browse by Neighborhood – allows waitlisting on neighborhoods for preferred space allocation.

Practical Benefits

This data model empowers ServiceNow customers to efficiently manage high demand for workplace spaces by automating waitlist handling, prioritizing requests, and providing event planners tools for manual intervention. It ensures transparent tracking of waitlist statuses and their fulfillment, helping optimize space utilization and employee satisfaction.