--- title: "Statuses and actions on work orders and appointments" slug: "statuses-and-actions-on-jobs-and-appointments" tags: ["Area - Jobs, Appts, Projects", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Role - CSR Dispatch"] updated: 2026-11-04T22:56:52Z published: 2026-11-04T22:56:52Z canonical: "help.servicetitan.com/statuses-and-actions-on-jobs-and-appointments" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Statuses and actions on work orders and appointments ## ## 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. ![Work order #4865 for Riverside HVAC service shows the highlighted job status as Scheduled.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/Screenshot 2026-11-04 at 5.55.29 PM.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A10%3A25Z&se=2026-11-09T12%3A10%3A25Z&sr=c&sp=r&sig=ZDOA6FWU%2BtSKgsUk80oToMz9vhpdVFubBPi2c0hXLMA%3D) | **Status** | **Explanation** | | --- | --- | | *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: - [Complete a work order](/commercial/docs/manage-appointments-1#complete-a-job) - [Hold or remove hold from all appointments](/commercial/docs/place-a-job-on-hold-1) - [Cancel or remove cancellation](/commercial/docs/cancel-a-job) - [Create a recall work order](/commercial/docs/book-a-recall-job-from-an-existing-job) - [Create warranty work order](/v1/docs/book-a-recall-or-warranty-job) - [Create a lead](/commercial/docs/book-a-technician-generated-lead-job-from-an-existing-job) - [Add an estimate](/commercial/docs/add-an-estimate-to-an-opportunity) - [Log a task](/commercial/docs/manage-tasks-and-subtasks) - [View or create a purchase order](/commercial/docs/create-purchase-orders-2) - [Take a survey](/commercial/docs/job-record-overview-2) - [View, add, or edit timesheets](/commercial/docs/edit-technician-timesheets) - [Attach or detach from project](/v1/docs/manage-and-book-jobs-in-a-project) ## Appointment status The appointment status tracks the progress of each appointment. It's in the top left corner of each appointment card. ![Event details showing scheduled date, time, and duration for task #13698-2.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/statuses-and-actions-on-jobs-and-appointments-image-l8de1yj3.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A10%3A25Z&se=2026-11-09T12%3A10%3A25Z&sr=c&sp=r&sig=ZDOA6FWU%2BtSKgsUk80oToMz9vhpdVFubBPi2c0hXLMA%3D) | **Status** | **Explanation** | | --- | --- | | *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* | Automatically applied when a work order is canceled, there is no way to cancel or uncancel a single appointment. | | *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![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A10%3A25Z&se=2026-11-09T12%3A10%3A25Z&sr=c&sp=r&sig=ZDOA6FWU%2BtSKgsUk80oToMz9vhpdVFubBPi2c0hXLMA%3D)to take action on an appointment. ![Scheduled appointments display with options to assign, confirm, and manage appointments.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/statuses-and-actions-on-jobs-and-appointments-image-o4rjvbaa.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A10%3A25Z&se=2026-11-09T12%3A10%3A25Z&sr=c&sp=r&sig=ZDOA6FWU%2BtSKgsUk80oToMz9vhpdVFubBPi2c0hXLMA%3D) 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](/commercial/docs/manage-technicians-on-appointments) and [Manage appointments](/commercial/docs/manage-appointments-1). > **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. ![Scheduled event details for Jeff on January 22, 2021, from 1 PM to 4 PM.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/statuses-and-actions-on-jobs-and-appointments-image-7878y96n.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A10%3A25Z&se=2026-11-09T12%3A10%3A25Z&sr=c&sp=r&sig=ZDOA6FWU%2BtSKgsUk80oToMz9vhpdVFubBPi2c0hXLMA%3D) | **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* | Technician assigned to the appointment is working on another work order. Only visible when you are viewing appointments scheduled for the current date. Working Technician has arrived at a work order site and is working. | | *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. ![Scheduled job details for Jim, including start date, time, and actions available.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/statuses-and-actions-on-jobs-and-appointments-image-g711kg5j.jpg?sv=2026-02-06&spr=https&st=2026-11-09T11%3A10%3A25Z&se=2026-11-09T12%3A10%3A25Z&sr=c&sp=r&sig=ZDOA6FWU%2BtSKgsUk80oToMz9vhpdVFubBPi2c0hXLMA%3D) ## --- ### 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. ## Want to learn more? - See [Manage appointments](/commercial/docs/manage-appointments-1) - See [Manage Technicians on appointments](/commercial/docs/manage-technicians-on-appointments) The main scheduling and dispatching view in ServiceTitan showing all jobs, technicians, and appointment times in a grid or map layout. **What it does:** Gives dispatchers a real-time view of the day's work to manually assign, drag-and-drop, or adjust job assignments. **Also called:** Schedule board, Dispatch view **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)