Manage Capacity Requests

Capacity requests represent manually added capacity created from the Capacity Points view. Managers and workforce planners use capacity requests to track future demand and coordinate workforce changes needed to meet that demand.

Use capacity requests to:

• Review pending and completed capacity requests.
• Filter requests by date, region, and task type.
• Increase workforce availability through shift overrides and overtime.
• Track actions taken to meet future capacity requirements.

View capacity requests

Use filters to locate capacity requests for specific dates, regions, and task types.

1. Go to Capacity > Capacity requests > Open.
2. Select filters for Date, Region, and Task type.
3. Review the matching capacity requests.

Understand capacity request status

Pending capacity requests contribute to available capacity calculations and remain visible in the Capacity Points View.

When a capacity request is completed or canceled, the manually added capacity no longer contributes to available capacity calculations.

A completed request indicates that a manager has taken actions to increase actual workforce capacity, such as creating shift overrides or adding overtime.

Fulfill a capacity request

Fulfill a capacity request by making workforce adjustments that increase available capacity for the requested region, task type, and time period.

1. Go to Capacity > Capacity requests > Open.
2. Select filters for Date, Region, and Task type.
3. Select a capacity request.
4. In Capacity request activity, select an option from the Add activity list: 
   • Add overtime
   • Create shift override

Fulfill request with overtime

After selecting Add overtime in step #4 above:

1. Enter the Date and From and To times for the overtime.

2. Select Show relevant technicians.

   Technicians display for whom the date and time would be considered overtime.

3. Select technicians to assign.

4. Select Save.

Fulfill request with a shift override

After selecting Create shift override in step #4 above:

1. Enter the Start on date and From and To times for the shift override.

2. Optionally, turn on Repeats.

   This feature schedules the shift override on a recurring basis. If turned on:

   1. Select the Recurrence (for example, Daily, Weekly, and so on).

   2. Select when the recurrence applies (for example, on a daily recurrence select the days of the week it applies to).

   3. Enter the Until date.

3. Select the Region and the Task type to filter technicians by.
4. Optionally, enter a Temporary address for the base location.

5. Select Show technicians.

   Technicians display based on Region and Task type filters.

6. Select the technicians to assign.

   Select the number of technicians shown in Number of technicians required based on request.

7. Select how to handle conflicts with:
   • Overrides: Cancel override or replace existing override
   • Overtime: Cancel override or cancel existing overtime
   • Leave: Cancel override or cancel existing leave
8. Select Save.