Overview
Appointments are the scheduled visits technicians make to a work order. When creating a work order, an appointment is automatically created. After creating a work order, you can add additional appointments if needed.
If you're a Construction business, managing appointments enhances pre-project efficiency.
Tip: To help with appointment management for your projects, assign a work order type to each phase of your project and for each work order add the appointments needed to complete the phase.
Who uses this feature
Office employees
Applies to all business types
Applies to all trades
Feature configuration
The Add appointments permission is required to add additional appointments to a work order. Please contact the account administrator on your team.
Things to know
A single appointment is automatically created when you create a new work order.
After a work order's invoice is posted or exported you can't add additional appointments to the work order.
You can't add appointments to a work order in a closed accounting period. For more, see Use Accounting Periods.
A work order can't have more than 365 appointments. If you have a work order that lasts longer than a year, create a new work order and add it to a project along with the work order that has maxed out its appointments.
When you create additional appointments for a work order, information from the previous appointment is copied, with the next available work day pre-selected in the Date field.
Tip: If your work order or construction project requires multiple visits, consider adding multiple appointments at a time to promote efficiency in your workflow.
Your next work appointment is based on how you set up your business hours.
Add permissions to allow employees to create appointments
Employees need the Add appointments permission before they can add appointments to a work order. By default this permission is off.
Go to the top toolbar and click Settings
.In the side panel, click People > Employees.
Find the employee you want to change permissions for and click Edit.
Click Permissions.
Select Add appointments.
When you're finished, click Save.
Add appointments
Search for the work order.
Scroll down to Scheduled Appointments.
Click Add Appointment or use the dropdown to add multiple appointments.
Fill out the appointment details:
Click the Calendar
to set Start Date.Click the Clock
to set Start Time. Note: After you set the scheduled start and end times, the system updates them to reflect the work order's real-time arrival and completion.
Select Edit Appointment End Time to set the duration.
Use the Technicians dropdown to assign or unassign technicians.
Enter or edit any Special Instructions for the appointment or click Clear Instructions to remove existing instructions.
Select Send inbound work order confirmation if you want to send a confirmation notification to the customer. Separate emails will be sent for each confirmation.
Note: Work order confirmations must be enabled in Settings > Customer Notifications.
Click Schedule Appointment.
Edit appointments
If you need to reschedule an appointment or assign, unassign or reassign a technician you can do it by editing the appointment.
Search for the work order.
Scroll down to Scheduled Appointments.
Click Edit to perform a bulk edit or click the Pencil
to edit a single appointment.Edit the appointment:
Click the Calendar
to edit Start Date.Click the Clock
to edit Start Time.Select Edit Appointment End Time to edit duration.
Use the Technicians dropdown to assign or unassign technicians.
Enter or edit any Special Instructions for the appointment or click Clear Instructions to remove existing instructions.
Select Send inbound work order confirmation if you want to send a confirmation notification to the customer. Separate emails will be sent for each confirmation.
Note: Work order confirmations must be enabled in Settings > Customer Notifications.
Click Save Changes.
Tip: On the Dispatch Board, you can reschedule appointments or reassign them to a different technician by dragging the appointment to a new spot.
Remove appointments
If there is only one appointment on a work order or there are timesheets associated with the appointment, you are not able to remove the appointment.
Search for the work order.
Scroll down to Scheduled Appointments.
Click Edit to remove multiple appointments or click the Pencil
to remove a single appointment.Click the Trash
in the upper right corner. The appointment card turns grey.Click Save Changes.
Tip: To undo this action, click Restore Appointment.
Confirm appointments
Once the appointment has been confirmed by the customer, you can mark the appointment as confirmed. If you have automated confirmations configured, and the customer replies to your notification the appropriate appointment will be marked as confirmed.
Search for the work order.
Scroll down to Scheduled Appointments.
Click More
on the appointment you want to confirm.Select Confirm appointment.
Tip: To undo this action click Remove confirmation.
Confirm appointments from the Dispatch Board
To confirm a work order Appointment on the Dispatch Board:
Go to the navigation bar and click Dispatch.
On the Dispatch Board that opens, click the date in the top and select the date of the appointment you want to confirm.
Right-click the appointment and then select Confirm.
Note: When an appointment is confirmed it turns a darker shade of blue.
Put an appointment on hold
You can't put a dispatched, working, canceled or done appointments on hold. If you need to hold an entire work order, do it from Work Order Actions.
Search for the work order.
Scroll down to Scheduled Appointments.
Click More
on the appointment you want.Select Hold/Remove Hold.
Mark appointment as done
When you mark an appointment as Done, all technicians assigned to the appointment with a status of Working change to Done. Technicians who are in Dispatched status will change to Scheduled. All other technicians assigned to the appointment stay as Scheduled.
If the work order has a single appointment or it is the last appointment on a work order, you cannot change the status to Done. You will either have to complete the work order or schedule another appointment.
Mark an appointment as Done
Search for the work order.
Scroll down to Scheduled Appointments.
Click More
on the appointment you want.Select Mark Appointment as Done.
Reopen an appointment
If an appointment is marked as Done in error you can reopen it so that work can be resumed. Any technicians who are in Done status after the appointment is reopened should be dispatched.
Search for the work order.
Scroll down to Scheduled Appointments.
Click More
.Click Reopen Appointment. If the work order is complete, a warning tells you that you are about to un-complete the work order.
Complete a work order
When you complete a work order with open appointments remaining on it
Scheduled and Dispatched appointments will change to Unused status.
Appointments with technicians working or paused will change to Done.
Appointments on Hold will remain on Hold.
Complete a work order
Search for the work order.
Click Work Order Actions in the top right corner of the Work Order Record.
Click Complete Work Order.
You cannot unassign technicians from completed work orders. If the work order's invoice has not been posted or exported, you can add more appointments to the work order, or reschedule existing appointments. These actions will put the work order back into In Progress status.
Note: Completing a work order populates the Completed On date on invoices.
FAQ
What is an appointment?
Appointments are scheduled visits for a work order. When you create a work order, one appointment is automatically created. If you need a technician to go out to a work order on more than one occasion, you can schedule additional appointments on the same work order.
What are the benefits of appointments?
Appointments let you manage multi-day work orders on a single work order record without having to create new work orders or reschedule a work order every day. All appointments on a work order share one invoice, one set of work order notes, one estimate, and one work order history. This means less duplicate data entry and a cleaner workflow.
Do I have to use appointments?
No, you don't have to use appointments if you don't want to. You can continue with your current multi-day work order workflow. All work orders will have at least one appointment by default, but if you don't need multiple appointments, you don't have to add any.
Do appointments have their own work order number?
Appointments use the parent work order number with a suffix. For example, if the work order number is 555, the first appointment is 555-1, the second is 555-2, and so on.
Do appointments generate their own invoices?
No. All appointments on a work order share a single invoice. If you need separate invoices for different phases of work, create separate work orders instead.
How can I prepare for this release and train my staff for the coming changes?
We recommend you reference the Appointments Release Change Management Checklist, which is available from ServiceTitan. This checklist helps you prepare your office and field teams for the transition.
When should we transition to using appointments for multi-day work orders?
You choose when to transition. Your current multi-day work order workflows remain available, so you can start using appointments at whatever pace works best for your team.
How do I create an appointment?
The first appointment is automatically created when you create a work order. To add more appointments, go to the work order record and click Add Appointment. You need the Add appointments permission enabled to add additional appointments.
Can you schedule appointments that overlap?
Yes. You can schedule overlapping appointments on the same work order. Overlapping appointments are dispatched, arrived, and completed independently.
How far in advance should I schedule appointments on a work order?
We recommend scheduling appointments ahead of time so that capacity planning is accurate and technicians see the correct closeout options. If a work order finishes earlier than expected, any extra appointments automatically become Unused.
If a work order will require technicians to go out at different times, should I create my appointments all at once?
We recommend scheduling the next appointments ahead of time. This way, when a technician finishes their work on an appointment, they can use Only Mark Myself as Done instead of completing the work order. This keeps the work order open for the next technician's visit.
Can I remove an appointment from a work order?
Yes. Click the trash icon on the Edit Appointment screen. Removed appointments are logged in the Audit Trail. You cannot delete the last remaining appointment on a work order.
Why can't I delete an appointment from my work order?
You cannot delete an appointment if:
It's the last appointment on the work order
It's on hold
It has a timesheet
The invoice has been posted or exported
What if I have already batched, posted, and exported an invoice but need to create additional appointments?
Once an invoice is posted, you can't add or edit appointments on that work order. If you need additional work at the same location, create a new work order.
Why is an additional appointment automatically created on my work order?
An additional appointment is automatically created when one of the following happens:
A technician puts the work order on hold and reschedules
A technician schedules an additional appointment from ServiceTitan Mobile
Timesheets already exist on the first appointment when a work order is rescheduled
How will I know when a technician has requested an additional appointment?
When a technician requests an additional appointment, you'll see the following indicators:
An alert in the Dispatch Board sidebar
The appointment bubble is outlined in red
An alert in the Alerts Tray
What should I do when a technician requests an additional appointment?
Go to the work order record and add the appointment. Then remove the alert from the Dispatch Board alerts tray.
How are APIs impacted?
Separate appointment API endpoints are planned for a future release. For current API impacts, see the API release notes.
Are appointments factored into the Adjustable Capacity Planning (ACP) calculation?
Yes. Each appointment's duration is deducted from capacity on the appropriate days and times.
Are appointments factored into the Open Capacity calculation?
Yes. Each appointment's duration is deducted from capacity separately on the appropriate days and times.
Why is my multi-day appointment missing from the Dispatch Board?
If an appointment is scheduled for more than 30 days, it won't appear consistently on the Dispatch Board. If you create a separate appointment for each day of the work order, the appointments will appear on the Dispatch Board as expected.
What are ghost bubbles, and why do they appear?
Ghost bubbles represent a technician who has paused an appointment. They indicate the original appointment the technician was working on before the pause.
How can I hide ghost bubbles?
To hide ghost bubbles, contact Technical Support for details. This change requires an account configuration update.
How do I assign technicians to the same work order at different times?
Create multiple appointments within the work order, select the date and time, and assign the appropriate technician to each appointment. You can schedule multiple appointments on the same day at different times or on different days as needed.
How do I adjust the length of time and days for multiple technicians on a work order?
The solution to managing multiple technicians on multi-day work orders is the Appointments feature. A single appointment is created when a new work order is created. After the work order is created, you can create additional appointments if needed. For more, see Manage appointments.