Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, Payments · All business types
What you're seeing
You're looking at a payment and need to know which employee collected or entered it — often while reconciling a deposit, researching a discrepancy, or confirming who handled a transaction. The payment record itself doesn't show the employee's name on its main view. This can apply to a single payment you're investigating or several payments you're reviewing at once.
Where you see it: Accounting > customer or invoice payment record
Where you fix it: Reports > All Payments report, or Accounting > Accounting Audit Trail
Why this happens
There is 1 common reason.
Reason 1
The employee who created a payment record isn't shown on the payment's main screen by default.
ServiceTitan tracks this information in two places — the All Payments report (in the Created By column) and the Accounting Audit Trail — but you have to open one of those tools to see it.
How to fix it
Before you start
To use the Accounting Audit Trail (Check 2), you need the Allow view Audit Trail page permission enabled. If you don't have it, contact your admin.
Run these checks in order. Most issues are resolved by Check 1.
1Find the employee using the All Payments report
Use this if you just need the name of the employee who entered the payment.
Go to the navigation bar and click Reports.
In the side menu, click All Reports.
Search for and click the All Payments report.
Use the filter options to narrow down the list of payments shown.
Click Edit Columns.
In the Edit Columns screen, select Created By.
Click Apply, then click Run Report.
✓ Done · Find the payment in the report. The employee who created the payment record appears in the Created By column. You're done.
2If you need a full action history, use the Accounting Audit Trail
Use this if you need the complete action history for the payment, not just the name.
Go to the navigation bar and click Accounting.
In the side menu, click Accounting Audit Trail.
On the Accounting Audit Trail screen, set Record Type to Payment.
Use the search bar if you have the record number or payment ID.
Find the payment record and click View Details.
On the details screen, look for the Created entry under the Action column.
✓ Done · The employee who created the payment record appears in the Username column. You're done.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and payment ID (or invoice number)
The payment date and amount
Which checks from this article you already tried
A screenshot of the payment record you're investigating
Want to learn more?
All Payments report template ›
Reference for the All Payments report, including the Created By column.
Understand the Accounting Audit Trail ›
Overview of the Accounting Audit Trail and how to read its entries.