Overview
This article explains the statuses you see and actions you can take on jobs and appointments.
Who uses this feature
Office employees and technicians
Applies to all business types
Applies to all trades
Things to know
Job 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.
Job status
Job status is in the upper right portion of a job record. The job status tracks the progress of a job. A job's progress is determined by how many appointments are in Done status on the job. 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 job 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 job 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 job. Either a technician or office employee completed the job. Jobs can be completed early when not all appointments are done. |
Hold | A job is in Hold status when all appointments on the job are put on hold using Job Actions on the Job Record or when the last or only appointment on a job gets put on hold. |
Canceled | When a job is canceled through job actions. |
Job actions
On the job record, click Job 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 Job Actions. |
Canceled |
|
Unused | Applies to any appointment that doesn't have working timesheets on it when a job 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 job but has not been dispatched. |
Dispatched | Technician is on the way to a job. |
Dispatched to Another Job/Appointment | Technician assigned to the job is dispatched to another appointment. Only visible when you are viewing appointments scheduled for the current date. |
Working on Another Job/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 Job Details: Send the details of the job to the technician through a text message.
FAQ
Why do we have an alert stating the job was finished early?
This alert means a technician completed the job while there were still unused appointments remaining. The unused appointments are marked as Unused (gray) on the Dispatch Board. If the job 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 job, causing them to be removed
The job 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 job done?
For the last appointment on a job, you must use Complete or Hold from the Job Actions menu instead of marking the appointment as Done. This is because completing the last appointment also completes the job, so the action must be taken at the job level.
What if a technician marks a job as complete but it still has appointments scheduled?
If a technician marks a job 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 job record. If the job still needs work, you can reopen the unused appointments from the Dispatch Board or the job record.