Capacity and Reservations Management components

  • Release version: Australia
  • Updated May 25, 2026
  • 2 minutes to read
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    Summary of Capacity and Reservations Management components

    The Advanced Capacity and Reservations Management feature in ServiceNow Australia release introduces several new components designed to enhance how you manage technician capacity and task assignments within territories. These components include new tables, roles, script includes, configurations, and scheduled jobs that work together to optimize resource allocation and scheduling.

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    Key Features

    • Tables: Introduces the Territory Resource Demand Channel [wmterrresdemandchannel] table, which stores associations between resources (technicians) and demand channels, including recurrence and time period information. This data supports both manual and automatic task assignment processes.
    • Roles: Adds the role fsmadvcapmgmt.wmcapacityplanner granting read, write, and create permissions on capacity-related tables and access to the Capacity Console, enabling capacity planners to manage resources effectively.
    • Script Includes: Provides a set of script includes centralizing constants, business logic, utility functions, and advanced filter implementations for the Capacity Console. These script includes are designed for customization and enhancement by customers to tailor capacity management logic and interface behavior.
    • Configuration: Adds configuration options to enable or disable the association of territory resources with demand channels, which is critical when using the Territory model alongside Workforce Optimization to ensure technicians are properly linked to relevant demand channels for task assignment.
    • Scheduled Jobs: Includes an on-demand scheduled job named "FSM Resource Demand Channel Migration" that associates technicians with demand channels, helping maintain up-to-date resource-demand relationships as part of capacity planning operations.

    Key Outcomes

    By leveraging these components, ServiceNow customers can expect improved accuracy and efficiency in technician task assignments within territories, better visibility and control through the Capacity Console, and the ability to customize capacity management logic to fit their organizational workflows. The integration with Workforce Optimization ensures that resource capacity aligns with demand channels, supporting optimized scheduling and enhanced field service management.

    Several types of components are installed with the Advanced Capacity and Reservations Management feature, including tables, and script includes.

    Tables

    Advanced Capacity and Reservations Management adds table listed below.
    Table 1. Table installed with the Advanced Capacity and Reservations Management
    Table Description
    Territory Resource Demand Channel

    [wm_terr_res_demand_channel]

    		 Stores resource and demand channel association details including recurrence and time period for a technician for the specified territory. This information is used while either manually or automatically assigning a task to a technician.

    Roles

    The Advanced Capacity and Reservations Management adds the role listed in the following table. To find them, navigate to All > Roles.
    Table 2. Role installed with the Advanced Capacity and Reservations Management
    Roles Description
    fsm_adv_cap_mgmt.wm_capacity_planner Provides read, write, and create access to capacity-related tables, along with access to the Capacity Console.

    Script includes

    The Advanced Capacity and Reservations Management adds the script includes listed in the following table. To find them, navigate to All > Script Includes
    Table 3. Script includes installed with Advanced Capacity and Reservations Management
    Name Description
    CapacityConsoleConstants Aggregate all constants in one place for the Capacity Console. Customers can override constants from CapacityConsoleConstantsSNC.
    CapacityConsoleConstantsSNC Aggregate all constants in one place for the Capacity Console.
    CapacityConsoleData Contains all the business logic for the Capacity Console. Customers can override this logic using CapacityConsoleDataSNC.
    CapacityConsoleDataSNC Contains all the business logic for the Capacity Console.
    CapacityConsoleUtil Contains all utility functions for the Capacity Console.
    CapacityConsoleUtilSNC Contains all utility functions for the Capacity Console.
    FSMCapacityAdvancedFilterDefinition Custom implementation of all advanced filters used in the Capacity Console.

    Configuration

    The Advanced Capacity and Reservations Management adds the configuration listed in the following table. To find it, navigate to All > Field Service > Administration > Configuration
    Table 4. Configuration installed with Advanced Capacity and Reservations Management
    Configuration Description
    Enable/disable association of territory resources with demand channel Allows you associate technicians with demand channels for appropriate assignment of tasks. This configuration is applicable only when Territory model and Workforce Optimization is enabled.

    Scheduled job

    The Advanced Capacity and Reservations Management adds the scheduled job listed in the following table. To find it, navigate to All type sysauto_script.list and press Enter.
    Table 5. Scheduled job installed with Advanced Capacity and Reservations Management
    Scheduled job Description
    FSM Resource Demand Channel Migration - On Demand Run this scheduled job optionally to associate technicians with demand channels.