--- title: "Diagnose Issues & Identify Opportunities" slug: "diagnose-issues-identify-opportunities" updated: 2026-05-11T17:22:41Z published: 2026-05-11T17:22:41Z --- > ## 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. # Diagnose Issues & Identify Opportunities
SERVICETITAN · FIELD DIAGNOSTICS
Diagnose Issues & Identify Opportunities

Document what you find, track every piece of equipment, and turn diagnostics into revenue opportunities your team can act on.

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Diagnose & Document Findings
Scan equipment for quick lookup (OCR Scanning) in the field

⚠︎ For contracted/commercial service, require technicians to scan asset barcodes on arrival to verify they are servicing the correct contract unit. This builds the capital planning history required for asset management.

Field Mobile App workflow

a. Open the job in the Field Mobile App and tap the Equipment tab.

b. Tap the Scan icon. Point your device camera at the equipment. Tap Text Scanner to scan the text or Barcode scanner to scan the barcode, then capture the image so it can be scanned.

c. If a match is found, the equipment is shown. Review the details—model, serial number, install date, and warranty status. Confirm this is the correct unit before proceeding with your diagnosis.

d. If no match is found, tap Continue to map data and finish the steps to scan and add the equipment.

ServiceTitan Mobile (legacy field app) workflow

a. Open the job in ServiceTitan Mobile and tap the Estimates or Invoice.

b. If you're adding to an estimate, open the estimate and tap Add Items > Add > Scan to Add.

c. If you're adding to an invoice, tap Add Items > Actions > Add > Scan to Add.

Add new equipment to a customer's location in the field
Field Mobile App workflow

a. Open the job in the Field Mobile App, dispatch and arrive, then tap the Equipment tab.

b. Tap Add > Equipment. Enter the equipment details: name, equipment (select from pricebook categories), equipment type, and capacity. In the Details section, scan or enter the manufacturer, brand, model number, and so on.

c. Tap Add. The equipment is now attached to the service location record and visible on future visits.

⚠︎ Always enter an install date—without it, ServiceTitan cannot track replacement opportunities or equipment age.

ServiceTitan Mobile (legacy field app) workflow

a. Open the job in ServiceTitan Mobile, dispatch and arrive, then tap History > Existing equipment.

b. Tap Add Equipment. Enter the equipment details then tap Save. The equipment is now attached to the service location record and visible on future visits.

Update equipment details on site
Field Mobile App workflow

a. Open the job in the Field Mobile App and tap the Equipment tab. Select the equipment you need to update.

b. Tap Edit to modify equipment details—update the serial number, model, install date, warranty expiration, or equipment location within the property to help future technicians find it quickly.

c. Tap Save to sync the updated record back to the office.

⚠︎ Equipment age is calculated from the Installed On date—not from warranty start or any other date. If this date is wrong, age-based replacement opportunity tags and marketing campaigns will be inaccurate.

ServiceTitan Mobile (legacy field app) workflow

a. Open the job in ServiceTitan Mobile and tap History > Existing equipment.

b. Tap the installed equipment to open it then tap Edit.

c. Make your changes then tap Save to sync the updated record back to the office.

Record what you find during a diagnosis in the field

⚠︎ Always record findings before leaving the job site. Incomplete records lead to missed upsell opportunities and inaccurate service history. Equipment Findings requires account configuration to be enabled. If findings are not available during inspections, contact your CSM to enable this feature.

⚠︎ If the install job was not completed properly, the equipment install date is never set—this breaks all downstream age-based automation, marketing campaigns, replacement opportunity tagging, and warranty calculations. Verify the install date is present on the equipment record before relying on age or warranty data.

Field Mobile App workflow

a. With the Equipment Findings feature enabled, open the job in the Field Mobile App and tap the Equipment tab. Review the installed equipment at the service location.

b. Tap the equipment you're diagnosing. Review the service history and prior notes. Scroll to the Findings section and tap Add Finding.

c. On the Add Finding screen that opens, enter the required information then finish creating the finding.

d. Findings are linked directly to the specific installed equipment record. From a finding, you can convert it to an Estimate, creating the "diagnose → quote → sell → execute" pull-through revenue chain.

ServiceTitan Mobile (legacy field app) workflow

a. Open the job in ServiceTitan Mobile and tap Estimates.

b. Tap + Add Findings and select the form findings you want to attach to the estimate.

c. When finished, tap Add selected questions.

Capture Evidence & Identify Opportunities
Complete diagnostic forms during a job

⚠︎ Complete all required form fields before moving to the next job phase. Skipping fields may prevent the job from advancing in your workflow.

⚠︎ Forms assigned only to Locations will NOT appear in the Form Submissions report. Forms must be assigned to Jobs for report visibility.

Field Mobile App workflow

a. Open the job in the Field Mobile App and tap the Forms tab. You must complete any required forms before closing out the job.

b. Tap the form, fill in the fields, add photos or notes as needed.

c. When finished, tap Save. To email the completed form to the customer, tap Send.

ServiceTitan Mobile (legacy field app) workflow

a. Open the job in ServiceTitan Mobile and tap Forms.

b. Tap the form, fill in the fields, add photos or notes as needed.

c. When finished, tap Save. To email the completed form to the customer, tap Send.

Capture photos and videos during diagnosis
Field Mobile App workflow

a. Open the Field Mobile App and set your preferred upload quality in Menu > Media Upload Quality (Standard or High).

b. Open the job and tap Add > Take Photo or Video or Upload Photo or Video. Capture before-and-after photos of the equipment or work area. These automatically attach to the job and sync to the office.

c. For equipment, tap the Equipment tab, add or edit equipment, then tap the Camera icon to add a photo.

ServiceTitan Mobile (legacy field app) workflow

a. Open the job in ServiceTitan Mobile and tap the Camera icon.

b. Tap Take Photo, Record Video, Upload Photo, or Upload Video. Capture before-and-after photos of the equipment or work area. These automatically attach to the job and sync to the office.

Annotate photos to show findings

⚠︎ Annotated photos build trust with customers and give the office clear evidence for estimates and proposals.

Field Mobile App workflow

a. Open the job in the Field Mobile App, scroll to the Media section, and tap the photo you want to annotate.

b. Tap Tune/Edit, then Markup (iOS) or use the drawing tools directly (Android). Circle problem areas, add text labels, or draw arrows pointing to issues.

c. Tap Pen > Close (iOS) or Done (Android) to save your changes and exit the markup screen. A new annotated copy is created—the original is preserved.

ServiceTitan Mobile (legacy field app) workflow

a. Open the job in the ServiceTitan Mobile, tap History, then tap Photos & videos.

b. Tap the image you want to mark up. From Photos & video details, tap the image again. Tap the More icon and select Doodle.

c. Use the tools to mark up the image. When finished, tap Save.

Use AI-assisted diagnostics Field Pro

a. With Field Pro enabled, listen to the Pre-Job Brief from the Job screen before you arrive on site. The brief is an audio summary covering the customer's original call intent, recent job history, and key account details, such as notes, memberships, estimates, agreements, and lifetime revenue.

b. On the job, tap Ask Atlas to look up equipment information. On the Atlas screen, tap Equipment Information, select the unit you're working on, and ask a question, for example, Error Codes, Specs, Install, or View PDF Documents. Atlas returns source-cited answers and surfaces manuals, install guides, spec sheets, and wiring diagrams.

c. For complex issues, use Atlas for troubleshooting to diagnose equipment problems, identify likely causes, and follow guided repair steps.

Identify sales opportunities and build estimates

a. During your diagnosis, review the customer's equipment age, warranty status, and service history for replacement or upgrade opportunities.

b. When you identify an opportunity, build an estimate from the job to create a good-better-best estimate directly from your diagnostic findings.

c. Use the photos, form data, and equipment findings you captured during diagnosis to support your recommendations. Present the estimate to the customer on-site using the mobile app's presentation mode.

⚠︎ Good-Better-Best estimates and Proposal Templates are Core features—no Pro SKU is required.

Troubleshoot Diagnostic Issues
Troubleshoot: Barcode scanner not reading (Equipment Scanning)

a. Clean the barcode or QR code label on the equipment. Dirt, grease, or damage to the label can prevent a successful scan.

b. Ensure adequate lighting. Move to a well-lit area or use your device flashlight—low light conditions can cause scan failures.

c. Check that the Field Mobile App or ServiceTitan Mobile has camera permissions enabled in your device settings. Restart the app if the scanner does not activate.

d. If the barcode is unreadable, manually search for the equipment by serial number or model number in the Equipment tab instead.

Troubleshoot: Photos not syncing to the office

a. Check your internet connection. Photos captured offline will sync automatically when you're back online—look for the upload progress indicator.

b. Verify the Field Mobile App or ServiceTitan Mobile has permission to access your device's photos and camera. Go to your device settings to confirm.

c. Force-close and reopen the app. If photos still don't appear in the office, contact Technical Support.

Troubleshoot: Diagnostic form not triggering correctly

a. Verify the form is assigned to the correct Business Unit and Job Type. Form triggers match on Job Event, Job Type, Business Unit, and Customer Type—all conditions must be true for the form to trigger.

b. Check with your office that the form trigger conditions (arrival, job type, and so on) match the current job. Required arrival forms trigger after you tap Arrive. Confirm the form is active and published.

c. If the form is missing entirely, your office may need to reassign it to the job type or business unit. In the office, go to Settings > Operations > Forms to manage form assignments, and Settings > Operations > Form Triggers to manage trigger rules.

⚠︎ Required fields inside sections hidden by conditional logic will cause the form to freeze—the technician cannot submit. Never mark a field as required if its section may be hidden.

Measure the impact
REVENUE
Average ticket size
Track in the Technician Performance report or KPI Scorecard. Higher ticket sizes signal that technicians are identifying and documenting upsell opportunities during diagnosis.
Reports > All Reports > search Technician Performance ↗
COMPLETENESS
Form completion rate
Check form submission data in the Form Submissions report. Low completion rates may indicate training gaps or overly complex form designs.
Reports > All Reports > search Form Submissions ↗
DOCUMENTATION
Photos per job
Monitor in the Technician Performance report. Consistent photo documentation improves estimate close rates and customer trust.
Reports > All Reports > search Technician Performance ↗
CONVERSION
Estimate close rate
Track in the Estimates report. A strong diagnostic process leads to better-supported estimates and higher close rates.
Reports > All Reports > search Estimates ↗
FINDINGS PIPELINE
Open findings conversion rate
Track how many diagnostic findings convert to estimates and sold jobs. A healthy findings pipeline indicates technicians are documenting opportunities and the office is following up.
Follow Up > Findings ↗