Deactivate and reactivate a technician or employee account

Overview

You can't fully delete a technician or employee account in ServiceTitan. Instead, you can deactivate a technician or employee account if the profile is no longer needed. This saves you time if you need to use the same technician or employee account in the future.

Before you deactivate a technician account

First, remove the technician's mobile access:

1. Go to Settings > People > Technicians and click Edit next to the technician you want to deactivate.

2. On the Profile tab that opens, scroll to the ServiceTitan Mobile Access section and turn off the Enable Mobile Access toggle. This is helpful if you are running timesheets or payroll for the technician.

Next, find all the open jobs assigned to the technician. You can't deactivate a technician if they have an ongoing job assigned to them. There are two ways to do this:

Method 1:

1. Go to Reports > Create Report > All > Jobs and select to show the Assigned Technician column and Status column in the report.

2. Save the report, select a date range, then run the report.

3. Use the filters in the report to find all In Progress, Scheduled, and On Hold jobs assigned to the technician you want to deactivate.

4. Review the list of jobs. Depending on the job status, perform the appropriate action on the jobs, such as marking them complete or reassigning them to an active managed technician.

5. Select the appropriate action for each job. If you're assigning the job to another managed technician, make sure to choose someone else from your team.

Method 2:

1. Go to the top toolbar and click Search .

2. In the side menu, select Job from the dropdown.

3. Use the Technician filter to find all jobs assigned to the technician you want to deactivate.

4. Use the Job Status filter to find all In Progress, Scheduled, and On Hold jobs for the technician you want to deactivate. You'll need to do this separately for each job status.

5. Review the list of jobs. Depending on the job status, perform the appropriate action on the jobs, such as marking them complete or reassigning them to an active managed technician.

6. Select the appropriate action for each job. If you're assigning the job to another managed technician, make sure to choose someone else from your team.

Note: For open jobs you need to reassign, Adjust the splits on the in progress jobs and ensure the technician being deactivated has 0% split.

After handling all in-progress jobs, you can proceed to deactivate the technician.

Lastly, export all invoices associated with the technician. If the technician has already been deactivated, you need to reactivate the technician and convert them to a managed technician before you can export the invoices.

Deactivate a technician account

There are two options to deactivate a technician.

Option 1

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Technicians.

3. Select the technician you want to deactivate.

4. Click Actions and then select Deactivate. 

5. On the popup that opens, click Yes to confirm the change.

The technician is deactivated from the list of technicians.

Option 2

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Technicians.

3. Click Edit next to the technician you want to deactivate.

4. Click Profile Actions and then select Deactivate technician. 

5. On the popup that opens, click Deactivate to confirm the change.

Reactivate a technician account

1. Go to the top toolbar and click Settings .

2. In the side panel, click People > Technicians.

3. On the Active column, click Filter , select Inactive, and then click Filter to display deactivated technician accounts. 

4. Click Edit next to the technician you want to reactivate.

5. Click Profile Actions and then select Activate technician. 

6. Select a Truck for the technician. This is required to reactivate the account.

7. Select the license type. This is required to reactivate the account.

8. Click Next.

9. Click Activate Technician.

10. When finished, click Save Changes.

Deactivate and reactivate an employee account

Tip: If your company uses projects and assigns project managers to them, confirm the project manager is not listed as the primary point of contact for any clients before deactivating them. You can create a custom report to help with this. Be sure to reassign these clients to another employee to prevent communication gaps.

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Employees.

3. Follow the steps described in the Deactivate a technician account and Reactivate a technician account sections.

   Note: You don't need to select a truck and license type for reactivating employees.

FAQ

How can I sell estimates if the associated technician account has already been deactivated?

Find and open the estimate you need to sell and click Edit . In the Sale Information section, change the Sold By dropdown to an active managed technician or office employee, then click Save. You can now sell and convert the estimate.

What if I have a job that is still open after I have already deactivated the technician account?

For open jobs you need to reassign, Adjust the splits on the in progress jobs and ensure the deactivated technician has 0% split.

Want to learn more?

• See Manage employee and technician profiles