--- title: "Arrive Prepared at Every Job" slug: "arrive-prepared-at-every-job-1" updated: 2026-06-11T17:38:11Z published: 2026-06-11T17:38:11Z --- > ## 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. # Arrive Prepared at Every Job
SERVICETITAN · FIELD OPERATIONS
Arrive Prepared at Every Job

Set up arrival alerts, capture site conditions, and make sure your team is ready to work the moment they step on site.

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Notify & Arrive
Verify dispatch and arrival tracking are enabled

⚠︎ The previous workstream (Dispatch & Track Your Technicians) covers Dispatch Notifications setup, the SMS-number prerequisite, and customer-facing Arrival Tracking. Confirm those settings are still on before continuing. Without dispatch notifications, customers won't receive the "On My Way" alert; without Arrival Tracking, the real-time map link won't render.

a. Go to Settings > Communications > Customer Notifications > Dispatch Notifications. On the Text tab, confirm the Enable dispatch text notifications toggle is on and the default SMS number shows a green checkmark.

b. On the Arrival Tracking tab, confirm the Enable arrival tracking for text and email toggle is on.

c. If any of these checks fail, return to the previous workstream and complete the setup before continuing.

Enable Arrival Notifications (the on-site arrival SMS)

⚠︎ Arrival Notifications send an automatic SMS or email the moment a technician taps Arrive in the mobile app. This is separate from Arrival Tracking, which provides the customer a real-time map link while the technician is en route.

a. Go to Settings > Communications > Customer Notifications and click Arrival Notifications.

b. On the Text tab, confirm your outbound default SMS number is set up—you should see a green checkmark. If you see a red warning icon, click Edit phone number and configure your default SMS number before proceeding.

c. Customize the message text if needed, then turn on the Enable arrival text notifications toggle and click Save. Repeat on the Email tab if you also want email notifications.

d. Click the Settings tab to configure notification behavior. For install crews, pay attention to Limit arrival notifications when multiple techs arrive—this sends one notification rather than a separate alert for each technician.

⚠︎ For installs where the crew arrives early in the morning, the on-arrival SMS reduces the chance of a missed knock and a wasted wait at the door. If multiple technicians arrive for the same job, configure the Settings tab so the customer receives one notification rather than several back-to-back messages.

e. You can also exclude specific business units or job types from notifications on this tab.

Review customer history and job details before arriving
Field Mobile App

a. Open the job in the Field Mobile App.

b. Review the details—including job type, business unit, scheduled time, customer address, and any special instructions from the office. Also review past jobs, equipment installed, notes, and membership status.

c. Review the Notes section for CSR notes, customer preferences, or site access instructions. Check for open estimates the customer hasn't approved yet—this is an opportunity to follow up during the install visit.

⚠︎ Field Pro: If your company has Field Pro enabled, Pre-Job Briefs generate an AI summary of the customer's history, sentiment, and equipment age before you arrive—check this in the Field Pro app for a warm entry instead of arriving cold.

ServiceTitan Mobile (Legacy)

a. Open the job in ServiceTitan Mobile.

b. Review the details—including scheduled time, customer address, and any special instructions from the office. Also review past jobs, equipment installed, and notes.

c. Review the Notes section for CSR notes, customer preferences, or site access instructions. Check for open estimates the customer hasn't approved yet—this is an opportunity to follow up during the install visit.

Check in when you arrive at the job site
Field Mobile App

⚠︎ Depending on your company's setup, tapping Arrive may trigger required arrival forms (like a Job Hazard Analysis). Required arrival forms must be completed before you can proceed with the job.

a. When you reach the job site, tap Arrive in the Field Mobile App. If Arrive by GPS is enabled, you are automatically marked as Arrived when you are within 125 meters of the service location.

b. If GPS is unavailable or auto-arrive doesn't trigger, manually tap Arrive on the job screen. Your arrival time is recorded for timesheet and billing accuracy.

⚠︎ Tapping Arrive updates the Dispatch Board in real time, starts the on-site timer, enables high-frequency GPS tracking, and begins payroll labor accumulation for job costing. If you skip this step and go straight to Complete, all job costing data and drive time analysis is lost.

ServiceTitan Mobile (Legacy)

a. When you reach the job site, tap Arrive in ServiceTitan Mobile. If Arrive by GPS is enabled, you are automatically marked as Arrived when you are within 125 meters of the service location.

b. If GPS is unavailable or auto-arrive doesn't trigger, manually tap Arrive. Your arrival time is recorded for timesheet and billing accuracy.

Transition to Working status when you start the installation

a. After completing your safety checklist and confirming the site is ready (Steps 6–8), open the job and tap Arrive. You must already be in Dispatched status for this action to be available.

b. The appointment card turns green on the Dispatch Board, and your timesheet for this appointment begins tracking from the arrival point through to when you tap Done.

⚠︎ You cannot be marked as Arrived while on a meal break. Complete your meal break before tapping Arrive.

c.Multi-day installs: Each appointment on a job tracks its own technician timesheets. Tap Arrive on that day's appointment when work actually resumes—not on a previous day's appointment already in Done status.

⚠︎ Without an Arrive transition, the appointment never moves to Working and no on-site work duration is captured in your timesheets. The job will also be missing the Dispatched-to-Arrived and Arrived-to-Done time tracking the Dispatch Board uses to represent your work timeline.

Prepare the Site
Complete a safety checklist before starting work

a. After tapping Arrive, complete any required arrival forms that appear automatically. These may include safety checklists, Job Hazard Analysis (JHA) forms, or compliance forms. Required arrival forms must be completed before you can proceed.

b. If no form triggers automatically, tap Forms on the job screen and select the appropriate checklist. Complete all required fields and tap Save.

⚠︎ For install work, the office can configure safety forms with Require for Job Completion enabled so the technician cannot move forward until the form is complete. This ensures safety data is never skipped.

⚠︎ For multi-day installs, the office can use appointment-level form triggers (Status: Arrived) rather than job-level triggers. Appointment-level triggers fire every time a technician arrives, ensuring a safety check happens each day—not just on Day 1.

⚠︎ Forms assigned only to Locations will NOT appear in the Form Submissions report. Always assign forms to jobs for report visibility.

Capture site condition and equipment baseline photos at arrival
Field Mobile App

a. Open the job in the Field Mobile App. Tap Add > Take Photo or Video to capture the site condition before starting work.

b. Take clear before photos of all relevant areas—equipment, work surfaces, and any pre-existing damage. These photos attach to the job automatically.

c. For project work, these photos serve as a legal baseline against liability claims.

d. For HVAC, plumbing, water heater, electrical, and similar equipment-replacement installs, photograph the existing equipment system as a baseline before disconnecting anything: capture the make, model, serial number, and condition plus how it's currently connected (line sets, electrical, drain, venting). Attach the photos to the equipment record, not just the job—that way the baseline persists past job completion and is visible on the next service call or warranty event.

ServiceTitan Mobile (Legacy)

a. Open the job in ServiceTitan Mobile. Tap the Camera icon to capture the site condition before starting work.

b. Take clear before photos of all relevant areas—equipment, work surfaces, and any pre-existing damage. These photos attach to the job automatically.

c. For commercial and project work, these photos serve as a legal baseline against liability claims.

Confirm the site is ready and verify staged materials

a. Walk the site to verify access, equipment location, and any safety hazards before starting. Confirm utilities are available, and check that any prerequisite work is complete. Note any discrepancies from the job description.

b. If the job has a Site Readiness checklist, open it from the Forms tab and fill it out.

c. For installs, confirm all equipment, materials, and parts ordered for this install are physically present and undamaged. Cross-reference against the install scope or pull list. Verify quantities match—missing or damaged material caught at arrival can usually be expedited; caught mid-install costs a half-day or more.

d. If anything is missing, damaged, or wrong, add a note to the job, place the appointment On Hold, and contact your dispatcher before continuing.

e. If the site isn't ready (locked, no access, hazardous conditions), add a note to the job and contact your dispatcher before proceeding.

Manage Day 2+ arrival on multi-day installs

⚠︎ Multi-day installs require a complete arrival workflow on each day, not just Day 1. Each appointment is its own arrival event for cost-tracking and safety-compliance purposes.

a. On Day 2 and every subsequent appointment, repeat the full arrival sequence: Arrive → safety form (if triggered) → confirm site condition and material staging → Working.

b. Walk the work area before tapping Working. Confirm overnight conditions haven't disturbed the in-progress work—weather, customer activity, pets, or other trades on site.

c. Photograph the work-in-progress at the start and end of each day. These daily progress photos protect you on multi-day jobs where the customer may not be home and document the timing of any change-order conversations.

⚠︎ Confirm with the office that critical forms (JHA, safety) are assigned to specific appointments.

⚠︎ For installs that span multiple days, tap Done at the end of each day's appointment rather than leaving the appointment in Working overnight. Open Working appointments accumulate labor hours through clock-out periods and inflate cost reporting on the install.

Troubleshoot Arrival Issues
Troubleshoot GPS or location services not working

a. Confirm that Location Services is enabled on the device: on iOS, go to Settings > Privacy & Security > Location Services > ServiceTitan and set to While Using. On Android, go to Settings > Apps > ServiceTitan > Permissions > Location > Allow while using app.

b. In ServiceTitan, go to Settings > Integrations > GPS. Confirm Native is listed as an active GPS provider and the technician's device is listed on the Devices tab.

c. If the install address is a new construction site without a verified street address, the auto-arrive geofence may not trigger. Have the technician tap Arrive manually.

d. For installs in basements, mechanical rooms, attics, or otherwise shielded environments, the device may not register the geofence. The technician can step outside to register Arrive, or simply tap Arrive manually.

e. Have the technician approach a job site to test auto-arrive. If it still fails, check that the service location address is validated in the customer record. GPS falls back to cell triangulation (accurate within ~500 meters) in weak signal areas.

⚠︎ Each technician should be assigned to no more than one GPS device. Multiple device assignments cause reporting inaccuracies.

Troubleshoot Dispatch notifications ("On My Way" texts) not sending

a. Go to Settings > Communications > Customer Notifications > Dispatch Notifications. On the Text tab, verify the Enable dispatch text notifications toggle is on and the default SMS number shows a green checkmark.

b. Check the customer's profile to confirm their phone number is saved as a Mobile number (not a landline) and that job notifications are enabled for that contact.

c. If notifications are configured correctly but not sending, check for a red warning icon on the SMS number—this indicates the outbound number needs to be set up or re-verified. Also verify the customer hasn't texted STOP or another opt-out keyword, which permanently disables SMS notifications for that number.

d. Verify the technician was dispatched through the app or dispatch board. Dispatch notifications fire when the technician's status changes to Dispatched—they are not triggered by a separate button.

e. If the customer is marked Do Not Mail, notifications are disabled for all of that customer's phone numbers and email addresses and cannot be turned on.

f. Verify TCR brand registration is complete, and contact your Customer Success Manager if you suspect an SMS delivery issue.

Measure the impact
Job Costing
Arrive → Working → Done transition compliance
Look for appointments missing the Working status, or with implausibly short Arrive-to-Done durations. For multi-day installs, every skipped Working transition strips labor hours out of job cost—directly suppressing your reported install margin.
Reports > All Reports > search for appointment-level report ↗
Site Readiness
Day-1 reschedule rate
Filter for installs canceled or rescheduled with reasons related to site access, missing materials, or staging issues. A rising rate signals upstream issues—pre-arrival customer communication, materials staging, or scope confirmation—that are surfacing only at the door.
Reports > All Reports > search "Job Cancellation or Reschedule report" ↗
Compliance
Safety checklist completion rate (per appointment)
For multi-day installs, group by appointment rather than by job so you see daily compliance, not just one form per job. Appointment-level visibility catches the Day 2+ skipped forms that job-level reporting hides.
Reports > All Reports > search "Form Submissions" > filter by safety/JHA form ↗
Documentation
Before photos per appointment
Open job records and review the Media tab, filtering by appointment date. Per-appointment photos document the daily progression of the install—useful for change orders, dispute resolution, and warranty events.
Reports > Custom Report > appointment-level media attachments ↗