| \n\nTable\n\n | \n\nDescription\n\n |
|---|---|
| \n\nCapacity Assignment\\[wm\\_capacity\\_assignment\\]\n\n | \n\nStores capacity definition assignments to groups within a specific time period to help avoid conflicts in capacity in a given time period by validating the **effective from** and **effective to** dates.\n\n |
| \n\nCapacity Definition\\[wm\\_capacity\\_definition\\]\n\n | \n\nStores the details like source of capacity, allocation schedule, frequency of capacity definitions of a group or internal field service agent and the reservation rules to be used while assigning tasks.\n\n |
| \n\nDemand Channel\\[wm\\_demand\\_channel\\]\n\n | \n\nStores the details like name, conditions, and order of execution of a demand channel.\n\n |
| \n\nCapacity Demand Metrics\\[wm\\_capacity\\_for\\_demand\\]\n\n | \n\nStores the metrics data for all capacity assignments.\n\n |
| \n\nCapacity Reservation\\[wm\\_capacity\\_reservation\\]\n\n | \n\nStores the reservation definition and exclusion conditions.\n\n |
| \n\nCapacity Reservation Rule\\[wm\\_capacity\\_reservation\\_rule\\]\n\n | \n\nStores the reservation rules and the conditions for which the reservations should be used.\n\n |
| \n\nCapacity Usage\\[wm\\_capacity\\_usage\\]\n\n | \n\nStores the capacity used by an internal field service agent or a group within a specific time period.\n\n |
| \n\nBusiness rule\n\n | \n\nTable\n\n | \n\nDescription\n\n |
|---|---|---|
| \n\nAvoid Conflict in Capacity Time Period\n\n | \n\nCapacity Assignment \\[wm\\_capacity\\_assignment\\]\n\n | \n\nMonitor the time period defined for the Capacity Assignment to ensure that any group does not have multiple capacity assignments in the same time period or overlapping intervals.\n\n |
| \n\nUpdate Capacity on task change\n\n | \n\nWork Order Task\\[wm\\_task\\]\n\n | \n\nAdd or update capacity when a task is assigned or unassigned. You can update capacity when the estimated work or travel duration changes.\n\n |
| \n\nUpdate Capacity on task delete\n\n | \n\nWork Order Task\\[wm\\_task\\]\n\n | \n\nUpdate the capacity used whenever an open task is deleted within the given window.\n\n |
| \n\nValidate Capacity Value\n\n | \n\nCapacity Definition \\[wm\\_capacity\\_definition\\]\n\n | \n\nValidates the value of the provided capacity for the capacity definition. Capacity should be a non-zero positive integer value.\n\n |
| \n\nValidate Effective to and Effective from\n\n | \n\nCapacity Assignment \\[wm\\_capacity\\_assignment\\]\n\n | \n\nValidates the dates entered in the **Effective to** and **Effective from** fields in the capacity assignment table. The system calculates the **Effective to** date based on the value entered in the **Repeat for** field if the **Capacity by** value is not selected as for the agent schedule. The **Effective from** value should always be on or after the current date, and before or equal to the **Effective to** date. While updating the capacity assignment, the**Effective to** value cannot be set to a date before capacity usage exists.\n\n |
| \n\nValidate Percent Allocated value\n\n | \n\nCapacity Reservation Rule \\[wm\\_capacity\\_reservation\\_rule\\]\n\n | \n\nValidates the allocated percentage value in the Capacity Reservation Rule table. This value should be a non-zero positive integer less than or equal to 100.\n\n |
| \n\nUpdate Domain for capacity assignment\n\n | \n\nCapacity Assignment \\[wm\\_capacity\\_assignment\\]\n\n | \n\nThe system assigns domains to records based on information in the **Type** field. If the Type is 'Territory internal agents' or 'Territory contractor group', the domain is set using the **Territory** field. For any other type, the domain is determined by the **Group** field.\n\n |
| \n\nUpdate capacity demand metrics table\n\n | \n\nCapacity Assignment Override \\[wm\\_capacity\\_override\\]\n\n | \n\nUpdates the **Capacity Demand Metrics** table when the aggregated agent schedule cutoff date or days is updated for a territory.\n\n |
| \n\nUpdate Capacity on task change\n\n | \n\nWorkOrder Task \\[wm\\_task\\]\n\n | \n\nEnables you to customize the calculation of capacity by defining conditions for deducting capacity from the capacity usage.\n\n |
| \n\nDisallow capacity definition changes\n\n | \n\nCapacity Definition \\[wm\\_capacity\\_definition\\]\n\n | \n\nPrevents modifications to capacity definitions when they're in use.\n\n |
| \n\nDisallow override for agent-schedule\n\n | \n\nCapacity Assignment Override\\[wm\\_capacity\\_override\\]\n\n | \n\nPrevents overrides for schedules managed by agent scheduling system.\n\n |
| \n\nDisllow update on capacity usage\n\n | \n\nCapacity Buckets\\[wm\\_capacity\\_bucket\\]\n\n | \n\nPrevents updating capacity and time values when capacity usage records exists.\n\n |
| \n\nLimit one Demand channel per reservation\n\n | \n\nCapacity Reservation Rule\\[wm\\_capacity\\_reservation\\_rule\\]\n\n | \n\nEnsures that each capacity reservation rule is associated with only one demand channel.\n\n |
| \n\nPrevent Duplicate Name, Condition\n\n | \n\nDemand Channel\\[wm\\_demand\\_channel\\]\n\n | \n\nEnsures that demand channels don't have duplicate names and conditions.\n\n |
| \n\nPrevent updating record to inactive\n\n | \n\nDemand Channel\\[wm\\_demand\\_channel\\]\n\n | \n\nPrevents changing the status of the demand channel to **Inactive** when the demand channel is still in use.\n\n |
| \n\nRemove capacity for unsupported task\n\n | \n\nWorkOrder Task\\[wm\\_task\\]\n\n | \n\nRemoves capacity allocations from tasks that don't support capacity management.\n\n |
| \n\nRestrict changes to definition\n\n | \n\nCapacity Definition\\[wm\\_capacity\\_definition\\]\n\n | \n\nPrevents changing **Capacity by** value of capacity definition to Agent Schedule when there are capacity assignment override records.\n\n |
| \n\nTo verify usage not less than 0\n\n | \n\nCapacity Usage\\[wm\\_capacity\\_usage\\]\n\n | \n\nValidates that capacity usage values are greater than or equal to 0.\n\n |
| \n\nValidate different types of overrides\n\n | \n\nCapacity Assignment Override\\[wm\\_capacity\\_override\\]\n\n | \n\nValidates that different types of overrides comply with business constraints.\n\n |
| \n\nValidate fields\n\n | \n\nCapacity Assignment Override\\[wm\\_capacity\\_override\\]\n\n | \n\nEnsures that the required fields are populated for capacity override.\n\n |
| \n\nValidate fields based on type\n\n | \n\nCapacity Assignment \\[wm\\_capacity\\_assignment\\]\n\n | \n\nEnsures that the required fields are populated based on the type of capacity assignment.\n\n |
| \n\nValidate on deleting definition\n\n | \n\nCapacity Definition \\[wm\\_capacity\\_definition\\]\n\n | \n\nEnsures that the capacity definitions are not in use before their deletion.\n\n |
| \n\nValidate overall definition\n\n | \n\nCapacity Definition \\[wm\\_capacity\\_definition\\]\n\n | \n\nValidates the capacity definition before adding or updating it.\n\n |
| \n\nValidate overlapping capacity buckets\n\n | \n\nCapacity Buckets\\[wm\\_capacity\\_bucket\\]\n\n | \n\nPrevents defining overlapping time ranges in capacity buckets.\n\n |
| \n\nValidate percent allocated\n\n | \n\nAllocation Schedule \\[wm\\_allocation\\_schedule\\]\n\n | \n\nValidates the allocated percentage value. The value should be a positive integer less than or equal to 100.\n\n |
| \n\nValidate percent allocated\n\n | \n\nAllocation Schedule Details \\[wm\\_allocation\\_schedule\\_detail\\]\n\n | \n\nValidates the allocated percentage value. The value should be a positive integer less than or equal to 100.\n\n |
| \n\nValidate range\n\n | \n\nAllocation Schedule Details \\[wm\\_allocation\\_schedule\\_detail\\]\n\n | \n\nValidates that the time ranges don't overlap.\n\n |
| \n\nValidate recurrence\n\n | \n\nCapacity Assignment Override\\[wm\\_capacity\\_override\\]\n\n | \n\nValidates that the recurrence rules in capacity override are configured correctly.\n\n |
| \n\nValidate total percentage\n\n | \n\nCapacity Buckets\\[wm\\_capacity\\_bucket\\]\n\n | \n\nEnsures that the total allocated percentage across all the capacity buckets doesn’t exceed 100.\n\n |
| \n\nValidation for rank\n\n | \n\nCapacity Assignment Override\\[wm\\_capacity\\_override\\]\n\n | \n\nValidates the ranking order for capacity reservations to ensure proper priority.\n\n |
| \n\nBusiness rule\n\n | \n\nTable\n\n | \n\nDescription\n\n |
|---|---|---|
| \n\nUpdate Capacity For Demand\n\n | \n\nAgent Schedule \\[sn\\_shift\\_planning\\_agent\\_schedule\\]\n\n | \n\nUpdates capacity when demand metrics is updated.\n\n |
| \n\nUpdate capacity demand metrics table\n\n | \n\nAgent Schedule Time Off Request \\[sn\\_shift\\_planning\\_agent\\_schedule\\_request\\]\n\n | \n\nUpdates demand metrics table for territory planning.\n\n |
| \n\nBusiness rule\n\n | \n\nTable\n\n | \n\nDescription\n\n |
|---|---|---|
| \n\nUpdate capacity demand metrics table\n\n | \n\nCapacity Assignment Override\\[wm\\_capacity\\_override\\]\n\n | \n\nUpdates the Capacity Demand Metrics \\(wm\\_capacity\\_for\\_demand\\) table on updating the values for **Aggregated agent schedule cut off** or **Aggregated agent schedule cutoff date** fields for a Field Service Territory.\n\n |
| \n\nUpdate capacity demand metrics table\n\n | \n\nSchedule Entry cmn\\_schedule\\_span\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nCapacity Assignment \\[wm\\_capacity\\_assignment\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nTerritory\\[sn\\_tp\\_territory\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nCapacity Buckets\\[wm\\_capacity\\_bucket\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nAgent Work Schedule \\[agent\\_work\\_schedule\\]\n\n | |
| \n\nUpdate Demand channel on WOT\n\n | \n\nWorkOrder Task\\[wm\\_task\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nAgent Personal Schedule \\[agent\\_events\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nCapacity Reservation Rule \\[wm\\_capacity\\_reservation\\_rule\\]\n\n | |
| \n\nUpdate demand metrics table for 1 day\n\n | \n\nCapacity Assignment Override\\[wm\\_capacity\\_override\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nAllocation Schedule \\[wm\\_allocation\\_schedule\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nCapacity Definition \\[wm\\_capacity\\_definition\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nSchedule \\[cmn\\_schedule\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nAllocation Schedule Details \\[wm\\_allocation\\_schedule\\_detail\\]\n\n | |
| \n\nUpdate capacity demand metrics table\n\n | \n\nTerritory Group \\[sn\\_tp\\_territory\\_group\\]\n\n | |
| \n\nValidate Aggregated agent schedule cutof\n\n | \n\nTerritory\\[sn\\_tp\\_territory\\]\n\n | \n\nValidates the value Aggregated agent schedule cutoff days or date field in the Territory table. The agent schedule cut off days must be a non-zero integer value greater than or equal to 0 and less than or equal to 30.\n\n |
| \n\nScript include\n\n | \n\nDescription\n\n |
|---|---|
| \n\nFSMCapacityAjax\n\n | \n\nProvides AJAX endpoints that allows client scripts to check agent capacity for tasks and retrieve assignment details dynamically from the server.\n\n |
| \n\nFSMCapacityAppnmtBookingUtil\n\n | \n\nUtility methods to support appointment booking in FSM. This utility method retrieves dispatch groups for a location and filters groups based on the configuration. It also determines the eligible groups for task assignment during appointment scheduling.\n\n |
| \n\nFSMCapacityBaseUtil\n\n | \n\nCustomizable utility class that extends FSMCapacityBaseUtilSNC. This utility class provides methods to validate and calculate capacity.\n\n |
| \n\nFSMCapacityBaseUtilSNC\n\n | \n\nProvides read-only utility scripts to validate and calculate capacity.\n\n |
| \n\nFSMCapacityBucketApi\n\n | \n\nManages capacity buckets, including CRUD operations and bucket allocation.\n\n |
| \n\nFSMCapacityBucketApiSNC\n\n | \n\nContains utility methods to retrieve and map capacity buckets used by a task, based on assignment and schedule details. It supports advanced bucket-based capacity calculations and integrates with usage, reservation, and definition APIs.\n\n |
| \n\nFSMCapacityConstants\n\n | \n\nHolds customizable constants. It extends the base constants class \\(FSMCapacityConstantsSNC\\) and allows you to override or add new constant values specific to the requirements, without modifying the base constants.\n\n |
| \n\nFSMCapacityConstantsSNC\n\n | \n\nHolds read-only constants like table names, default values, and configuration options. It centralizes important static values used throughout the workflow.\n\n |
| \n\nFSMCapacityCoreApi\n\n | \n\nProvides methods to retrieve and calculate capacity details for tasks, supporting advanced capacity planning and usage tracking.\n\n |
| \n\nFSMCapacityDefinitionApi\n\n | \n\nProvides API class for capacity definitions. It extends the base API \\(FSMCapacityDefinitionApiSNC\\) and allows you to manage and override capacity definition as per the business requirement.\n\n |
| \n\nFSMCapacityDefinitionApiSNC\n\n | \n\nProvides API methods to calculate total capacity, handle overrides, and support different capacity calculation strategies based on assignment, agent schedule, or hours.\n\n |
| \n\nFSMCapacityManagement\n\n | \n\nIntegrates with various Capacity and Reservation Management APIs to orchestrate capacity checks, calculations, and updates. It provides methods to manage capacity by determining the capacity for tasks and agent availability.\n\n |
| \n\nFSMCapacityQueryUtil\n\n | \n\nUtility class that provides query to find agent schedule assignments within a time window and retrieve all relevant assignments based on qualifiers and date ranges.\n\n |
| \n\nFSMCapacityReservationAllocationApi\n\n | \n\nProvides customizable utility class to manage capacity, reservations, and allocations. It extends FSMCapacityReservationAllocationApiSNC.\n\n |
| \n\nFSMCapacityReservationAllocationApiSNC\n\n | \n\nRead-only utility class that handles capacity, reservations, and allocations. It provides methods to calculate allocation percentages and reservation capacities, supporting advanced scheduling and capacity planning.\n\n |
| \n\nFSMCapacityUsageApi\n\n | \n\nCustomizable API class that manages capacity usage records. It extends FSMCapacityUsageApiSNC and provides customizable methods to handle capacity usage calculations.\n\n |
| \n\nFSMCapacityUsageApiSNC\n\n | \n\nProvides methods to calculate and retrieve total and reserved capacity usage. It leverages caching and integrates with Capacity definition and reservation APIs to validate and track usage efficiently.\n\n |
| \n\nFSMCapacityUtil\n\n | \n\nProvides utility functions to ensure integrity checks and safe deletion Capacity and Reservation Management entities. It checks if the capacity definitions, reservations, or reservation rules are referenced in usage records.\n\n |
| \n\nScheduleOptimizationCapacityResponse\n\n | \n\nContains a utility class that provides methods to calculate the capacity horizons for groups or territories, to determine the available and allocated capacity for task optimization within a specified date range.**Note:** The Schedule Optimization plugin \\(com.snc\\_schedule\\_optimization\\) for Field Service Management must be installed to enable this script include.\n\n |