Overview
This article explains the statuses you see and actions you can take on work orders and appointments.
Who uses this feature
Office employees and technicians
Applies to all business types
Applies to all trades
Things to know
Work order and appointment colors in ServiceTitan are not customizable.
If you call a technician using the Call Technician action from the appointment card, the call is not recorded in ServiceTitan.
Work order status
Work order status is in the upper right portion of a work order record. The work order status tracks the progress of a work order. A work order's progress is determined by how many appointments are in Done status on the work order. This is tracked by a gray circle that turns green as progress is made, and by the percentage complete, which appears inside the circle.
Scheduled | A work order appears as Scheduled when all appointments are in scheduled status, or if one appointment is scheduled and one is on hold. |
|---|---|
In Progress | As soon as the first technician is dispatched, the work order moves to In Progress and stays that way until it’s completed, canceled, or put on hold. |
Completed | No more work is expected on the work order. Either a technician or office employee completed the work order. Work orders can be completed early when not all appointments are done. |
Hold | A work order is in Hold status when all appointments on the work order are put on hold using Work Order Actions on the work order Record or when the last or only appointment on a work order gets put on hold. |
Canceled | When a work order is canceled through work order actions. |
Work order actions
On the work order record, click Work Order Actions to:
Appointment status
The appointment status tracks the progress of each appointment. It's in the top left corner of each appointment card.
Status | |
|---|---|
Scheduled | When an appointment is scheduled whether there are technicians assigned to it or not. |
Dispatched | When at least one technician is in Dispatched status and no other technician is in Working or Done status. |
Working | When at least one technician is working. |
Hold | When an appointment is put on hold individually or through bulk action in Work Order Actions. |
Canceled |
|
Unused | Applies to any appointment that doesn't have working timesheets on it when a work order is completed, also known as unused appointments. Unused appointments are visible on the dispatch board until the invoice is posted. They are not accounted for in capacity or shown to technicians in the mobile app. |
Done | When an appointment is marked as done through appointment actions. |
Appointment actions
On an appointment card, click More
to take action on an appointment.
You can:
Assign/Unassign...
Dispatch/Cancel Dispatch
Arrive
Done Working
Hold/Remove Hold
Mark Appointment as Done
Reopen Appointment
Confirm Appointment
For more, see Manage technicians on appointments and Manage appointments.
Note: Technicians can't be Dispatched or Arrived while they're on a meal break. You can take these actions after their meal break ends.
Technician status
The technician status tracks the progress of each technician on an appointment. It's in the bottom left corner of each appointment card.
Status | Explanation |
|---|---|
Scheduled | Technician is assigned to the work order but has not been dispatched. |
Dispatched | Technician is on the way to a work order. |
Dispatched to Another Work Order/Appointment | Technician assigned to the work order is dispatched to another appointment. Only visible when you are viewing appointments scheduled for the current date. |
Working on Another Work Order/Appointment |
|
Paused | When a technician has paused the appointment and plans to return on the same day. If they have the self-dispatching permission they can dispatch themselves to the appointment when they are ready to return, or the office can dispatch them. |
Done | When a technician is done working for the day on this appointment. |
Technician actions
On an appointment card, click a technician name to take action.
Call Technician: Start a phone call with the technician.
Start Meal/End Meal: Start or end a technician's meal breaks. This action is only available on the day of the appointment.
Send Message: Send a text message to the technician.
Send Work Order Details: Send the details of the work order to the technician through a text message.
FAQ
Why do we have an alert stating the work order was finished early?
This alert means a technician completed the work order while there were still unused appointments remaining. The unused appointments are marked as Unused (gray) on the Dispatch Board. If the work order still needs work, click the three dots on the unused appointment and select Reopen to make it available again.
Why are appointments disappearing from my Dispatch Board?
Appointments can disappear from the Dispatch Board for several reasons:
The appointment was deleted
The invoice was posted with unused appointments still on the work order, causing them to be removed
The work order was put on hold, which marks the current appointment as Done and creates a new appointment on hold
Why can't I mark the last appointment on a work order done?
For the last appointment on a work order, you must use Complete or Hold from the Work Order Actions menu instead of marking the appointment as Done. This is because completing the last appointment also completes the work order, so the action must be taken at the work order level.
What if a technician marks a work order as complete but it still has appointments scheduled?
If a technician marks a work order as complete while there are still appointments scheduled, the remaining appointments become Unused (gray) on the Dispatch Board. A Completed Early alert appears on the work order record. If the work order still needs work, you can reopen the unused appointments from the Dispatch Board or the work order record.
Why did an invoice generate from a work order that is on hold and showing a balance due even though the revenue has not been recognized yet?
A work order may include multiple appointments, with each appointment's status impacting the work order as a whole. The system displays a balance due on the invoice, even if the work order is on hold. However, the invoice's total revenue is only recognized once the work order is fully completed, which can temporarily reflect a balance on the customer's account.