Basics
What is an appointment?
Appointments are the scheduled visits required to complete a job. When you book a job, an appointment is automatically created.
A job can have one or more appointments, depending on how many visits it takes to complete. For a simple repair that's done in one visit, only a single appointment is needed. For a job that takes several trips, create additional appointments for each visit.
Note: Appointments are not the same as recurring service events, which used to be called upcoming appointments in ServiceTitan.
What are the benefits of appointments?
Appointments help you manage multi-day jobs. With appointments, you can use a single ServiceTitan job for multiple days' worth of work without having to:
Book a new job for every single day
Reschedule an ongoing job at the end of a work day
Book a job lasting multiple days to block off technicians' schedules
Do I have to use appointments?
You can continue to use your current multi-day jobs workflow, though all jobs will have an appointment associated with them. The appointment tells you which technicians are going out on a job and when they are going.
Can appointments on the same job have different business units or job types?
No, all appointments on a job must have the same job type and business unit as the job they are a part of.
I don't see the button to add appointments.
Not everyone can add additional appointments to a job, as appointment permissions are disabled by default. Go to Settings > People to enable appointment permissions for each office employee and technician.
Why can't I add an appointment to a job when the job is still in a scheduled status?
To add an appointment to a job that is still in a scheduled status, enable the Create appointments on a job permission in employee permissions.
Do appointments make projects obsolete?
No, appointments are just the scheduled visits required in order to address a job's issue. We recommend that a sale and an installation be two separate jobs under a project. There are many other scenarios we still recommend a project being used, including a multi-trade installation, or for a job that requires special order parts. For more, see Job booking FAQ.
Do appointments have their own job number?
Yes, appointments use the parent job's job number. A number indicating which appointment you are on is added to the end. For example, if the job number is 555, the first appointment on that job would be 555-1.
Do appointments generate their own invoices?
No, a job has a single invoice and each appointment on that job shares that invoice. During an appointment, invoice items are added to the job invoice.
If you have a longer job with gaps of time in between phases of work and you need to batch and post invoices before the next phase of work begins, create separate jobs for each phase.
Why can't I reschedule or add new appointments in ServiceTitan? The Save and Add Appointment options are greyed out.
This issue may occur if the job is still in progress and the job's invoice date falls within a closed accounting period. You need to reopen the accounting period to be able to add or reschedule appointments for that job.
To reopen a closed accounting period, follow the steps outlined in Reopen a closed accounting period.
Preparing for appointments
Will I have the ability to practice using appointments before the release is live?
Yes, the appointments release will be available in your company's NEXT environment prior to being released in your live account.
Will Appointments automatically become available in mobile?
Yes, however because of the updates associated with Appointments all technicians will be logged out during the update, and will need to sign in after the update completes.
If an employee or technician forgets their password, they can go to the sign-in screen and click Forgot Password?. This enables them to reset their password and sign in using the new password. Full password reset instructions can be read here. Administrators can set a temporary password and provide it to employees or technicians. The temporary password will be a one-time use password that expires 60 minutes from the time it was created.
If an employee or technician forgets their username, they will need to contact an administrator.
How can I prepare for this release and train my staff for the coming changes?
We've got you covered! You can reference the Appointments Release Change Management Checklist found here.
When should we transition to using appointments for multi-day jobs?
You do have a choice as to when you transition to using appointments for your multi-day jobs. The current workflows you are using are still available.
Managing appointments
How do I create an appointment?
When you book a job, your first appointment is automatically created. The date (required), time (required), arrival window (if configured on your account), and technicians assigned (optional) when you book the job will appear on your first appointment. You can add additional appointments from the job record if you have the Create appointments on a job permission enabled.
Note: Every job has at least one appointment. Because of this you can't book a job without a date or time as these fields are required to create a job and an appointment.
Can you schedule appointments that overlap?
Yes, you can have appointments overlapping on the same date and time. They are dispatched, arrived, and completed independently of each other.
How far in advance should I schedule appointments on a job?
We recommend that you stay ahead of your schedule in terms of creating appointments. This ensures your Open Capacity and Adjustable Capacity Planning (ACP) are accurate for future days, and also ensures your technicians see the appropriate closeout options when they leave a job. If a job ends early, technicians can still complete the job and let the remaining appointments transition to Unused. You can also delete the extra appointments if you run ahead of schedule.
If a job will require technicians to go out at different times, should I book my appointments all at once?
We recommend you have your next appointments scheduled on a job so your technicians can use Only Mark Myself as Done and not be required to complete the job.
Can I remove an appointment from a job?
Yes. If you need to remove an appointment, click the trash can icon on the Edit Appointment screen. Removed appointments are no longer visible on the Dispatch Board, the job, the customer or location records, or in reporting. Removed appointments are logged on the job's audit trail. There is no permission for this. All office employees can remove appointments.
Note: You aren't able to delete appointments that have timesheets associated with them, have technicians dispatched or working on them, or if it's your only appointment on a job.
Why can't I delete an appointment from my job?
You might not be able to delete an appointment if:
It's the last remaining appointment on a job.
The appointment is on hold.
The appointment has a technician timesheet associated with it.
The job's invoice has been posted or exported.
How do I reschedule an appointment or change its duration?
On the Dispatch Board, drag and drop an appointment to a different time to reschedule it. Stretch and shrink the bubble to edit the appointment's duration. You can also reschedule by right-clicking the appointment on the Dispatch Board or editing the appointment in the job record.
Can you hold appointments?
Yes, from the office, you can hold appointments by clicking the three dots next to the appointment. When holding appointments, you are asked to provide a reason. If a technician puts a job on hold, that appointment will be marked as done and a new appointment will be automatically generated. The new appointment will be put on hold. This new appointment is the one that should be used for future work. This is done so you have a record of when technicians have been to a job site.
Why do we have an alert stating the job was finished early?
A technician completed the job with unused appointments remaining. Click the three dots next to the unused appointment to reopen it. This will reopen the job, and you can send someone out to the last appointment to finish the work.
Why are appointments disappearing from my Dispatch Board?
Appointments deleted from a job are automatically removed from the Dispatch Board. A job's audit trail shows appointments that were deleted.
If the job's invoice was posted with unused appointments, any unused appointments will disappear from your Dispatch Board. Click Alerts at the bottom of the Dispatch Board to check for jobs that are completed early so there are no surprises when unused appointments are cleared from your Dispatch Board.
If a job is put on hold, the appointments that are transitioned to hold status will disappear from the Dispatch Board.
Can I require forms for a specific appointment?
Yes, you can assign a form to a specific appointment. For example, you can fill out form A on appointment 1, and fill out form B on appointment 2.
How will technicians find forms on appointments?
Forms will display when a technician arrives at an appointment similar to how they currently display when a technician arrives at a job. Any forms that have been previously filled out can be viewed from any appointment on a job.
Can you add notes for a technician on an appointment?
No, the best way to leave notes for a technician is to click Add Summary in the job record. All technicians assigned to the job can see the summary and can refer back to it when needed.
Are purchase orders (POs) attached to an appointment?
No, POs are attached to jobs.
Are visit confirmations and reminder notifications sent per job or per appointment?
Dispatch notifications are sent once per appointment or as each technician is dispatched, depending on your notification settings. Each appointment can also be confirmed manually or automatically, as preferred.
Note: If multiple appointments are scheduled simultaneously or on the same day, separate notifications can be sent to the homeowner. You can disable these notifications to avoid sending multiple notifications.
What if I have already batched, posted, and exported an invoice but need to book additional appointments?
You aren't able to schedule more appointments or edit existing appointments on a job if the invoice has been posted. If a customer needs additional services, you'll need to book a new job.
Why can't I mark an appointment as Done?
If you can't mark an appointment as Done, check if technicians have been dispatched to it and if there are timesheets for it:
Check if technicians were dispatched to the correct appointment.
Open the job record.
Look for Dispatch actions for the appointment.
Verify timesheets for the appointment.
Click View Timesheets in the job record.
Look for timesheets linked to the appointment number.
If there are no timesheets for the appointment, you need to add them.
Open the job record and click View Timesheets.
Click Add New Record to add a timesheet for the appointment. Make sure to select the correct date and time.
Note: Timesheets must belong to a managed technician. Only in specific situations can non-managed technicians complete appointments or jobs (and on $0 invoices only). For more, see Jobs and Projects - FAQ.
After adding the timesheet, try marking the appointment as Done again.
Go back to the job record.
Click the three dots next to the appointment then select Done Working from the dropdown menu.
If you followed these steps and added a timesheet for the correct appointment, you should be able to mark the appointment as Done.
Why can't I mark the last appointment on a job done?
If the last appointment is done and all work has been completed on a job, you must Complete or Hold the job from the Job Actions dropdown menu on the job screen. If you attempt to mark the final appointment as Done with the technicians in Scheduled or Dispatched status, the system will prompt you to complete or hold the job to prevent it from remaining In Progress by mistake.
Why is an additional appointment automatically created on my job?
There are a few reasons an additional appointment is automatically created:
The technician placed the job on hold.
The technician scheduled an additional appointment.
The first appointment had technician timesheets on it and the office put the job on hold.
Essentially, any time a technician has performed work on the first appointment or there is a timesheet on it and the job is put on hold, an additional appointment is created. This is so you can maintain a record of technician visits on your Dispatch Board.
How will I know when a technician has requested an additional appointment?
When a technician requests an additional appointment, their current appointment is marked as Done and:
An appointment request message appears in the side bar of the Dispatch Board.
The appointment bubble on the Dispatch Board is outlined in red.
An alert appears in the Alerts Tray on the Dispatch Board with a red appointment request tag.
If you have created a Technician Requests Additional Appointment alert in Settings > Integrations > Alerts, you will receive an SMS and/or email alert.
What should I do when a technician requests an additional appointment?
If a technician requests an additional appointment, you should:
Go to the job record and add the appointment.
Go to the Dispatch Board, scroll down to the alerts tray, and remove the alert by clicking x on the red appointment request tag.
Mark the job as Completed to ensure the invoice can be processed.
Can I add different job summaries for different appointments on a job?
To manage different job summaries for various appointments:
Open the job record.
Scroll to the Scheduled Appointments section and click Edit
next to the appointment you want to add a summary to.Enter a summary in the Special Instructions section.
Click Save Changes.
Although this isn't exactly the job summary, it allows you to add special instructions for each appointment on the job.
Note: Technicians also see special instructions in the mobile app.
This approach helps you keep a clear record of what was done or needs to be done for each job appointment.
Payroll and timesheets
How are timesheets calculated with appointments?
Timesheets are calculated on the job. Each timesheet event is assigned the corresponding appointment ID. If you manually add timesheet events to a job, you'll need to link them to an appointment.
How are splits calculated?
Splits are assigned from the job invoice page. The sum of all splits must total 100%. There are no splits assigned to appointments, because appointments are just the schedule for the job.
If our payroll periods are bi-weekly and we have a job with appointments that lasts 2 months, do we need to set up different jobs for each pay period?
No. For timesheet pay, the hours are accrued and paid on the job as they happen, regardless of whether or not the job is completed and the invoice has been posted. If a job spans across pay periods, the technician still earns their pay in the appropriate pay periods.
Performance pay depends on the job being complete and the invoice being posted. Until it's posted, bonuses and commissions can't be paid out.
Assigning and dispatching technicians
So are technicians dispatched and working on appointments or jobs?
Technicians are dispatched to and work on jobs. An appointment is just the schedule of when technicians are sent out to a job.
Do I have to assign a technician to each appointment I schedule?
Yes. A job can be booked without technicians and additional appointments can be added without assigning technicians. When you need to dispatch, assign a technician to the appointment so you can dispatch them to the job.
Note: Appointments without a technician assigned are listed in the Unassigned section of the Dispatch Board.
Do I have to fill out job information twice? Once for the job and once for the appointment?
The initial appointment information such as date (required), time (required), arrival window (if configured on your account), and technicians assigned (optional) will be copied from the information you fill out when you book the job. There isn't anything special you need to do to get your first appointment on a job. Every job will have at least one appointment.
Do I have to assign the same technician to every appointment on a job?
No, a technician can be assigned to one, some, or all appointments of the job. You can also assign different technicians to each appointment.
How do I reassign appointments to different technicians?
You can drag and drop appointments between technicians on the Dispatch Board, right-click the individual appointment, or reassign technicians by editing the appointment on the job record.
Can office employees dispatch, arrive, and complete appointments?
Yes, office employees can dispatch and mark technicians as arrived and mark a technician as done on an appointment. Office employees see recommended actions for each appointment based on that appointment's current status. For example, if a technician has already dispatched themselves to an appointment, a quick action menu appears suggesting the office employee set the technician as Arrived.
Can technicians dispatch, arrive, and complete jobs themselves?
Yes. Technicians can dispatch, arrive, and complete jobs if they have the proper permissions enabled.
What happens to a job when I dispatch a technician?
When you dispatch a technician to a job, you don't affect any other appointments on that job. A job stays in progress from the time you dispatch to the first appointment until the job is marked as complete by the office or technician.
How can I tell if a job has multiple appointments from the Dispatch Board?
Each appointment is represented by a bubble on the Dispatch Board. You can view the appointment count on the pop-up that appears when you hover over the bubble.
What should I expect to see in the Job Tray?
The Job Tray on the Dispatch Board lists appointments. Each item corresponds to an appointment. You can expect to see similar rows in some tabs. For example, if there are multiple appointments on hold for a particular job, each of them may appear like the same appointment. However, you can differentiate between these appointments by viewing scheduling information such as the start date and time.
Are managed technicians required on each appointment?
Managed technician must be dispatched to an appointment in order to closeout the appointment. There are some exceptions for recalls, warranties, and jobs that are part of a project.
What if I send a helper to a job and he leaves before a managed technician arrives?
Create a project with a job for your managed technician that includes the invoiced amount. Then create a second install job on the project for your unmanaged technician with a $0 invoice. Your helper can pause their job when they leave. The office can then complete the helper's job when the managed technician arrives.
Can I send a helper out using an appointment on an install job?
As long as there's a project with a job containing a managed technician timesheet, and there's also an install job with a managed technician timesheet, you can send a helper out on a job.
Why is one of the unassigned jobs on my Schedule Board displayed in a different color from the other unassigned jobs?
When the color code configuration is turned on, the system displays the Schedule Board with the color of the assigned technician instead of the service location's zone. If there is no zone assigned to the location and no technician is assigned, the default color is green. If there are no technicians assigned but there is a zone assigned to the location, the color of the location's zone is used.
If multiple technicians are assigned, the color of the first technician assigned is used.
When the color code configuration is turned off, the system displays the Schedule Board with the color of the assigned technician instead of the service location's zone. If there is no zone assigned to the location, the default color is green, regardless of whether or not a technician is assigned. If there is a zone assigned to the location, the color of the location's zone is used.
Note: You can assign a technician a unique color by going to Settings > People > Technician. You can assign zones a unique color by going to Settings > Operations > Zones.
What is preventing me from assigning my new technician to a job for dispatch?
If you're having difficulty assigning a new technician to a job for dispatch, check their current assignments and bypass TitanAdvisor training requirements if necessary:
Check if the technician is already assigned to a job.
Check if there's a TitanAdvisor training requirement or step that needs completion. Look for any training alerts or notifications.
Bypass the training requirement if it's preventing the assignment. For more, see the TitanAdvisor Training section of TitanAdvisor administrator overview.
Try assigning the technician to the job again. Go to the Dispatch Board, select the job, and then choose the technician from the assignment list.
Confirm the technician is now assigned to the job. Check the job details to ensure the technician's name is listed as Assigned.
Technician experience
Are there changes to technician permissions?
Yes. The following permission has been renamed:
Done For Now Access is now Pause on an appointment
Two new permissions are available:
Request an additional appointment for a job
Lead technician actions allows a technician to dispatch, arrive, and mark other technicians done on an appointment.
For more, see the Technician permissions section of Close out appointments in ServiceTitan Mobile.
Are there changes in ServiceTitan Mobile?
Yes, there are changes that impact all technicians. After a technician taps Closeout, they'll see the Done For Now option has been moved there and renamed Pause this Appointment, and the Finish option has also been moved there and renamed Complete the job. If more than one technician is assigned to an appointment, they'll also see an option for Only Mark Myself as Done. Please ensure that you train your technicians for the upcoming changes. For more, see Close out appointments in ServiceTitan Mobile.
What jobs can technicians see in ServiceTitan Mobile?
In the overview section, technicians can see the next job they're scheduled for.
If a technician has permissions enabled to see all assigned, dispatched, and working appointments, their All Jobs tab will show the same job listed for each day that it has an appointment for.
Can technicians see appointments other technicians are assigned to?
A technician can only see which technicians are assigned to the same appointment they are. So if you have a multi-day job that has different people going out at different times, they can't see who else is assigned to the job. On the Closeout screen, a technician can view how many appointments are still remaining on the job. This helps them see that they may not want to complete the job just yet.
Can technicians update the status of other technicians?
Yes, technicians with the Lead technician actions permission enabled can update the status of other technicians on the same appointment. This permission is off by default and must be granted.
How does a technician indicate the progress they've made on each appointment?
When technicians are working on a job at an appointment, they can leave notes regarding the work they've completed or the progress they've made. Notes are attached to the job record and are visible from the office.
What options does a technician have when they want to leave a job?
The technician should use the new options on the Closeout screen when leaving a job. For more, see Close out appointments in ServiceTitan Mobile.
What if a technician marks a job as complete but it still has appointments scheduled?
The incomplete appointments are set to Unused status and their color changes to gray. The appointments appear on the Dispatch Board until the invoice is posted. They are outlined, so your dispatchers know that someone completed the job with Unused appointments. In addition to the outline, there is a Completed Early Dispatch Board alert.
If the technician made a mistake in completing the job, you can restore the appointments by clicking Reopen Appointment on each appointment.
Can technicians collect deposits during an appointment?
Yes. Any technician can collect payment or a deposit on the invoice attached to the job at any time.
Can technicians schedule additional appointments from ServiceTitan Mobile?
Yes, if a technician has the Schedule additional appointments on a Job permission enabled, they have the option to schedule appointments when closing out an appointment. If they do not have permission to schedule appointments, but do have the Request an additional appointment for a job permission enabled, they can submit a request for additional appointments which appears as a Dispatch Board notification.
Note: Account configuration is required to use the Schedule additional appointments on a Job permission. To update your account, please contact Technical Support.
When should a technician pause an appointment?
Pause should be used when a technician is:
Leaving the job and is planning to come back that same day
Does not have other appointments scheduled for the time they plan to return
For example, if you planned to have a technician on a job from 8 AM to 5 AM, and they need to help out on another job for two hours, they can pause and leave. When they're ready to come back, they can dispatch themselves again.
Technicians can only view up to five paused appointments in ServiceTitan Mobile at a time. Paused jobs no longer appear in the job tray under the Dispatch Board after 30 days.
When should a technician use Only Mark Myself as Done?
Only Mark Myself as Done should be used when the technician is done on the job and they do not want to impact any other technicians scheduled on that same appointment. This does not complete the job when there are additional appointments scheduled on the job.
Can two technicians work on a single job where one technician completes their appointment without closing the other technician's appointment?
Yes, when the first technician taps Closeout, they will then need to tap Only Mark Myself as Done. This will complete the appointment they were assigned to, while leaving the appointment the other technician was assigned to open.
Why can't my technician see Done for now anymore?
We have renamed Done for now to Pause. Technicians should use Pause if they need to leave a job site but will be returning the same day.
Enable the Pause an appointment permission if you want your technicians to be able to pause appointments.
Appointments form triggers
Can I trigger and complete the same form for each appointment on a job, and if so, how?
Yes, you can. To do that, follow the steps below:
Go to Settings > Forms and select the desired form.
Add or edit a trigger. For more, see Trigger technician forms.
Select the Required checkbox if the form is required for all appointments
Select the Trigger on all appointments checkbox to apply the form to every appointment.
You can view the same form triggered across multiple appointments in ServiceTitan Mobile.
When the technician completes the form, go to the Files tab of the job in ServiceTitan to view the submitted forms.
Can I see which form for which appointment is completed?
No, you can't.
Other
How is reporting impacted?
Many datasets and KPIs are impacted if you begin using multiple appointments on a job. The greatest impact is on those who book separate jobs for multi-day or multi-technician jobs. For more, see Report on appointments: Transition from a multi-job workflow to appointments.
How are APIs impacted?
Separate endpoints for creating or editing appointments on a job are scheduled for a future release. You can read about how the current APIs are being impacted here.
Can I estimate the cost of a job per appointment?
No. Appointments do not have any specific information about what work was performed. Costs are estimated based on the job invoice.
Can invoice revenue be broken out across appointments or by day in reporting?
No, invoice items are not associated with specific appointments.
Are appointments factored into the Adjustable Capacity Planning (ACP) calculation?
Yes. If a job has multiple appointments, the duration of each is deducted from capacity on the appropriate days and times.
Are appointments factored into the Open Capacity calculation?
Yes. If a job has multiple appointments, the duration of each is deducted from capacity separately on the appropriate days and times.