Time working shows 0 on completed invoices

 Troubleshooting
Role: Administrator · Accounting/HR Specialist · Operations ManagerArea: Invoicing · Payroll/Timekeeping · Dispatch · Pricebook · All versions

Reason 1

The job's time wasn't set up or captured correctly.

The time-working calculation depends on the technician being set up in payroll and on the job's time being captured correctly through dispatch and timesheets. If the technician isn't in payroll, the timesheet was hand-edited, the invoice isn't posted, the dispatch wasn't completed on the tablet, the calculation wasn't triggered on the invoice, or the Pricebook tasks don't include hours, the calculation can show 0.

Reason 2

The time was captured under legacy timekeeping (Flexible Timekeeping accounts).

If your account uses Flexible Timekeeping, the calculation only reads Flexible Timekeeping timesheets. Time captured on the affected job under the older (legacy) timekeeping system is not included, so the calculation can show 0 even when the technician clearly worked.

1Confirm the technician is added to payroll

The time-working calculation only populates if the technician is in payroll.

1. Go to the technician's profile.

2. Click the Payroll tab.

3. Confirm the technician is added to payroll. If not, add them. See Manage employee payroll settings.

✓ Done · With the technician in payroll, the time-working calculation can populate.

2Confirm the job's time was captured in your current timekeeping system

Use this if your account uses Flexible Timekeeping.

1. If your account uses Flexible Timekeeping, the calculation reads only Flexible Timekeeping timesheets. If the affected job's time was recorded under legacy timekeeping (for example, on a job that predates your migration, or before Flexible Timekeeping was enabled), the working time can show 0 on the invoice.

2. Open the job and click the Timesheets tab.

3. Confirm the timesheet entries were captured in your current timekeeping system rather than the legacy system.

4. If the time was captured in the legacy system, re-enter the working time as a current timesheet entry so the calculation can read it.

✓ Done · With the time captured in your current timekeeping system, the calculation can read it and populate.

3Check whether the timesheet was manually edited

Times should calculate automatically as the technician is dispatched, arrives, and completes the call. A manual edit can break the calculation.

1. Open the technician's timesheet for the job (open the job, then click the Timesheets tab).

2. Check whether the times were manually edited rather than captured automatically.

3. Correct the entries so they reflect the actual dispatch, arrival, and completion times. See Edit technician timesheets. (Editing timesheets requires the View employee time tracking and edit page permission.)

✓ Done · With accurate, automatically captured times, the calculation reflects the real working time.

4Post the invoice

The calculation may not appear until the invoice is posted.

1. Add the invoice to a batch.

2. Post the batch.

3. Reopen the invoice and check whether the time-working calculation now appears.

✓ Done · Once posted, the calculation appears on the invoice.

5Confirm the dispatch process was completed on the tablet

The time is captured through the dispatch workflow. If the call wasn't completed on the tablet, the time never ends.

1. Confirm the office dispatched the call.

2. Confirm the technician arrived (manually or auto-arrived, based on settings) on the tablet.

3. Confirm the technician completed the call on the tablet, ending the time.

✓ Done · With the call fully dispatched and completed on the tablet, the working time is recorded. (Total working time is the difference between the Arrived On and Done On times on the timesheet.)

6Add hours to the Pricebook tasks

Use this if certain tasks should include time working but don't — the hours may be missing in the Pricebook.

1. Go to the Pricebook and find the affected tasks.

2. Add the appropriate time-working hours to those tasks.

3. Save, then check the invoice again.

✓ Done · The tasks now contribute their hours to the time-working calculation.

Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:

• The invoice number(s) showing 0 time working

• The technician name and whether they're added to payroll

• Whether your account uses Flexible Timekeeping, and which system the job's time was captured in

• Whether the timesheet was manually edited

• Whether the call was dispatched and completed on the tablet

• Which checks from this article you already tried