SERVICETITAN · CHECK-IN & SITE READINESS

Arrive Prepared at Every Job

Show up ready. Review job details, notify customers, and document the site so every visit starts on the right foot.

Jump to:Prepare Before You Go Check In & Document the Site Troubleshoot Arrival Issues Measure Impact

Prepare Before You Go

Verify dispatch and arrival tracking are enabled

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. Open Settings > Integrations > GPS and confirm each technician dispatching today is listed under the Native GPS provider.

d. If any of these checks fail, return to the previous workstream and complete the setup before continuing. Without dispatch notifications, customers won't receive the "On My Way" alert; without Arrival Tracking, the customer's real-time map link won't render.

Enable text and email dispatch notifications Enable text and email arrival notifications Enable native GPS access for the Field Mobile App Customer Notifications

Review customer history and job details before arriving

⚠︎ 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.

Field Mobile App workflow

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. Review any previous job notes, photos, or comments so you arrive with the right context.

c. For service agreement and membership jobs, open the agreement and confirm three things before you arrive: (1) which equipment or assets are in scope for this visit — multi-asset commercial sites often have only some units under contract; (2) the tasking, such as a maintenance form or checklist, tied to this visit — ensure all necessary equipment servicing is completed; (3) any not-to-exceed spending limit that applies. Knowing the scope before arrival prevents wasted time on out-of-scope units, ensures all required servicing tasks are performed, and keeps quoted work within the contractual ceiling.

d. Check for pinned notes and tags on the job or location. Tags like Dog in Yard or Tight Access may have been added by previous technicians or auto-applied by form logic. Check notes for any special instructions from the dispatcher or office team, such as gate codes, parking notes, or safety warnings. Tap Get Directions to navigate to the job site.

⚠︎ The value of a service agreement is not the recurring fee — it's the pull-through revenue from each visit. Walk in expecting to find replacement opportunities: capacitor weakness, refrigerant low, drain corrosion, contactor pitting. Smart Forms with conditional logic flag these as deficiencies; the findings you create become estimates; unsold opportunities trigger Marketing Pro nurture sequences. Arrival prep that primes this mindset is what turns a $0 maintenance call into a $500–$5,000 estimate.

Prepare for a booked job in the Field Mobile App Listen to pre-job briefs with Field Pro in the Field Mobile App

ServiceTitan Mobile (Legacy) workflow

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. Review any previous job notes and photos so you arrive with the right context.

c. Check notes for any special instructions from the dispatcher or office team, such as gate codes, parking notes, or safety warnings. Tap Get Directions to navigate to the job site.

Prepare for a job in ServiceTitan Mobile before you've been dispatched Use pre-job briefs with Field Pro in ServiceTitan Mobile

Check In & Document the Site

Check in when you arrive

Field Mobile App workflow

⚠︎ Depending on your company's setup, tapping Arrive may trigger required arrival forms (like a Job Hazard Analysis). In the Field Mobile App, 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.

Dispatch and Arrive with the Field Mobile App Enable or disable Arrive by GPS for technicians using the Field Mobile App

ServiceTitan Mobile (Legacy) workflow

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.

Enable or disable Arrive by GPS for ServiceTitan Mobile

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. Walk through each item on the checklist — identify hazards, confirm PPE is available, and note any unsafe conditions at the site. If your form uses conditional logic, fields will expand or contract based on your answers.

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

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

Set up required arrival forms for the Field Mobile App Use form triggers Use required arrival forms in the Field Mobile App Complete and send forms in the Field Mobile App

Upload site photos at arrival

Field Mobile App workflow

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

Manage photos, videos, and files in the Field Mobile App Manage location-related documents and media in the Field Mobile App Manage project-related documents and media in the Field Mobile App

ServiceTitan Mobile (Legacy) workflow

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.

Add media to a job and mark photos with Doodle in ServiceTitan Mobile Add media to a job with mobile phone capture in ServiceTitan Mobile

Confirm the site is ready for work

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. If the site isn't ready (locked, no access, hazardous conditions), add a note to the job and contact your dispatcher so the job can be rescheduled or adjusted.

⚠︎ For commercial service agreement sites, confirm you have building access (keycard, escort, after-hours arrangements) and that the on-site contact is available if the agreement requires their presence. Aborted visits due to access issues count against SLA arrival compliance and force a re-schedule.

Complete and send forms in the Field Mobile App Complete and send forms in ServiceTitan Mobile

Troubleshoot Arrival Issues

Troubleshoot GPS or location services not working

a. Confirm that Location Services is enabled on the device. On iOS: Settings > Privacy & Security > Location Services > ServiceTitan > set to While Using. On Android: 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. 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.

d. Make sure the device has a clear GPS signal — indoor locations or areas with poor cellular coverage can cause location failures. Step outside or move to an open area and retry.

e. Force-close the mobile app and reopen it. If the issue persists, restart the device and try checking in again.

f. If GPS still fails, contact the office to have a dispatcher manually update your arrival status on the dispatch board.

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

Technicians aren't auto-arriving to jobs in ServiceTitan Mobile Enable native GPS access for the Field Mobile App Enable or disable Arrive by GPS for the Field Mobile App Enable or disable Arrive by GPS for ServiceTitan Mobile

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

a. Go to Settings > Communications > Customer Notifications. Click 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.

Enable text and email dispatch notifications Limit the number of dispatch notifications

Measure the impact

Pull-Through Revenue

Pull-through revenue per maintenance visit

The single most important arrival-quality metric for service agreement work. Captures whether the technician's site walk and history review actually translated into estimates from deficiencies found.

Reports > All Reports > search "Estimates" > filter by SA-tagged jobs ↗

SLA Compliance

compliance for commercial agreements

Many commercial agreements have contractual arrival windows. Missed windows are a contract issue, not just a satisfaction issue.

Dispatch > Classic Dispatch Board > technician status changes ↗

Recurring Visit Execution

Recurring service event completion rate

Membership tune-ups and SA recurring visits should happen on schedule and to spec. Low completion rates create renewal risk.

Follow Up > Service Agreement Visits ↗

Maintenance Form Completion

Maintenance form completion rate (SA-tagged jobs)

Forms drive the deficiency-detection that powers pull-through revenue. Filter to SA-tagged jobs to isolate recurring service quality from one-off jobs.

Reports > All Reports > search "Form Submissions" > filter by SA-tagged jobs ↗