Overview
The Emergency Outage Dispatch Report gives you a printable, emailable copy of the day's scheduled work so you can keep dispatching technicians when you can't reach ServiceTitan. It's a version of the Jobs with Upcoming Appointments report, built for emergency dispatch: each line is a Job with an upcoming Appointment, along with the customer contact information and technician assignment your dispatcher needs to route the day by phone.
The report is only useful if you already have a copy of it. Schedule it to be emailed to you on a recurring basis as a PDF or XLSX attachment, and when an outage happens, work from the most recent email rather than from ServiceTitan.
Who uses this feature
Office employees
Applies to all business types
Applies to all trades
Things to know
Schedule the report before you need it. ServiceTitan recommends scheduling it at least once daily, and no more than hourly. The more frequently it's sent, the more current your data is in an outage.
Filter by Jobs with Next Appt Start Date, and leave the Status column unfiltered. The Status column reflects the status of the job, not the individual appointment. Once any appointment on a job has been started, the job's status moves to In Progress — so if you filter Status to Scheduled, that job drops off the report along with every appointment on it that still needs a technician. Filtering on the next appointment's start date keeps those jobs on the list, which is the whole point during an outage.
When you first open the report, Filter by shows Job Completion Date — not the option this report needs. Select Jobs with Next Appt Start Date each time you run it, or set it once and click Save Changes so it persists.
You can group results by any column — drag a column header into the band above the grid. Grouping by the appointment date breaks the list out by day, which helps when your date range covers more than today.
The report lives in the Operations category and is built on the Jobs report template.
This is a built-in report, included with every ServiceTitan Package. You don't need to build it — find it in Reports > All Reports under Operations.
This is a built-in report, so sharing access is enabled for all office employees by default. Only administrators can change sharing settings for a built-in report. To check or change who can see it, open the report and click the Lock icon, or click More Actions ⋮ and select Share Access. For more, see Manage report sharing settings.
Tip: Make sure the people who would run dispatch during an outage can actually open this report before you need it. A user also needs permission for the underlying report template — if they don't have it, a warning icon appears next to their name in Share Access.
Each line in the report represents a job. If a job has multiple appointments, you can drill down to see them individually — see Drill down into appointments.
The report's description, above the filter bar, lists the recommended filters. Click Show More to read it in full — it's a useful reminder of how the report is meant to be set up.
Run report
Go to the navigation bar and click Reports > All Reports.
Search for and click the Emergency Outage Dispatch Report, listed under Operations. The report opens.
From the Filter by dropdown, select Jobs with Next Appt Start Date. This filters on the start date of each job's next appointment, so a job that's already underway still appears as long as it has an appointment left to run — its Status shows as In Progress, but the remaining appointment is still there to dispatch.
Caution: Use this filter rather than a job date such as Job Start Date or Job Completion Date. Filtering on a job date returns every job whose date falls in your range — including completed and canceled jobs, and jobs with no appointment left to run, which show No appointments scheduled in the appointment columns. Those rows are noise when you're trying to dispatch.
Don't filter the Status column either. Status describes the job, not the individual appointment, so filtering it to Scheduled drops any job that has already started — taking its remaining appointments with it.
Click the From - To field to select a date range to report on. For outage readiness, select Today.
From the Business Unit dropdown, select the job business units (BUs) you want to report on. By default, the report runs for all BUs.
When you're done setting your filters, click Run Report.
Read report results
Each line of the Emergency Outage Dispatch Report represents a job with an upcoming appointment within the date filters. The report includes the following columns.
Appointment details — what your dispatcher works from:
Upcoming Appt Start Date: Date of the upcoming appointment
Upcoming Appt Start Time: Time of the upcoming appointment
Upcoming Appt Technicians: Technicians assigned to the upcoming appointment
Upcoming Appt Confirmed: Whether the upcoming appointment is confirmed
Customer and location:
Customer Name: Name of the customer billed on the job
Customer Phone: Phone number of the customer billed on the job
Customer Email: Email of the customer billed on the job
Location Name: Name of the contact at the service location
Location Address: Service location on the job
Location Phone: Phone number of the contact at the service location
Location Email: Email of the contact at the service location
Job details:
Job #: Job number
Job Type: Job type listed on the job record
Summary: Job summary from the job record — the description of the work to be done
Status: Status of the job, not of the individual appointment. Values include Scheduled, In Progress, Completed, Canceled, and Hold
Tags: Tags attached to the job
Prevailing Wage: Prevailing wage is set on service locations. A checkmark appears on jobs and projects associated with those locations
Note: You can adjust these columns at any time using Edit Report, so your copy may include more or fewer than the list above. Whatever you select there is what appears on screen and in the exported file.
Note: Edit Report also offers Next Appt Start Date, Next Appt Start Time, Next Appt Technicians, and Next Appt Confirmed as alternatives to the Upcoming Appt columns above. Either set works for dispatch; use whichever your team prefers.
Drill down into appointments
Each row is a job, so a multi-day job shows only its next appointment in the grid. To see every appointment on that job, click the date link in the appointment date column. An Upcoming Appointments Drilldown panel opens below the row with a line per appointment:
Appt #: Appointment number, based on the job number
Start: Appointment start date and time
End: Appointment end date and time
Arrival Window: The arrival window given to the customer
Duration: Length of the appointment, in hours
Confirmed: Whether the appointment is confirmed
Assigned Technicians: Technicians assigned to that appointment
Created By: Who created the appointment
The drilldown has its own Export button, so you can pull the appointment-level detail separately.
Tip: Arrival Window and Assigned Technicians appear only in the drilldown, not in the main grid. If your dispatchers need arrival windows during an outage, export the drilldown for your multi-day jobs as well — the scheduled email won't include it.
Tip: If there are columns your dispatchers won't use, click Edit Report to clear them, then Apply and Save Changes. Whatever you select in Edit Report is what appears on screen and in the export, so a trimmed report gives you a trimmed file — much easier to read on a phone during an outage.
Tip: You can also arrange report columns and apply filters for further customization.
Note: An XLSX export includes a second sheet named Filters, recording the date range, the Filter by value, and the business unit the report was run with. During an outage that's a quick way to confirm how current your copy is and how it was generated.
Schedule the report for outage readiness
Scheduling is what makes this report useful — set it up so the email is already in your inbox when you need it.
Open the Emergency Outage Dispatch Report.
Click the more options icon ⋮ next to the report name and select Schedule.
On Select a report type, click Schedule Flexible Report. This emails the same customized view to every recipient, which is what you want for dispatch — everyone needs the whole day's schedule, not just their own rows.
The scheduler then walks you through four steps: Details, Recipients, Cadence, and Filter. Click Next to move between them.
Details — this step sets both the email and the report's filters, and it's the step that matters most. Two fields don't default to what this report needs, so change both:
Email Subject — give it a subject you can find fast, such as "Emergency Outage Dispatch Report." During an outage you'll be searching your inbox under pressure.
Attach report as — select PDF, XLSX, or both. PDF prints cleanly and reads well on a phone; XLSX lets a dispatcher sort and filter the list. Select at least one, or the email arrives with nothing usable in it.
Export only aggregated data — leave this unselected. It downloads only the aggregated report data, and you need the job-level rows: addresses, phone numbers, and technician names.
Date Range — change this to Today. It defaults to Yesterday, which would send you the previous day's schedule.
Note: Today covers report data from 12:00 AM to the time the report is delivered, in your time zone. A single early-morning send won't reflect changes made later in the day, which is another reason to add a second send time.
Filter by — select Jobs with Next Appt Start Date.
Business Unit — select All. This is the recommended setting, so the report covers everyone you might need to dispatch.
Tip: If different people should receive different portions of the schedule, set up a separate scheduled report per business unit instead, each with its own recipients.
Recipients — in Search and add recipients, add the people who would run dispatch during an outage: typically your dispatchers, CSR lead, and a manager. You can select specific individuals, or add a business unit or team to send the report to everyone in it.
Tip: Add named individuals rather than a whole business unit where you can. A business unit sends to every member, which may include technicians who don't need the full schedule.
Cadence — in Send report every, enter 1 and select day, then set the time. Send it at least once daily, and no more than hourly.
Set the send time for the start of your day, or just before it, so you have a view of the upcoming day's work before technicians start being dispatched.
Tip: To have the report arrive more than once a day, click Add another time and add each send time you want. Because Today only covers data up to the moment the report is delivered, a second send later in the day picks up any schedule changes made after the first one.
Filter — customize how recipients will see the report. This step also previews what they'll receive, starting from the report's current view and carrying over your columns and any grouping you've applied. Use the funnel icon in any column header to filter the emailed copy further.
Note: Changes you make on this step apply only to the scheduled email. They don't affect the original report, so you can tailor what recipients receive without disturbing the report other people use.
Review the preview, then click Schedule.
To confirm the schedule was created, or to check its recipients and send times later, go to Reports > Scheduled Reports.
For more on scheduling options, see Schedule reports.
Tip: Create a rule in your email client to file these messages into their own folder. They arrive often, and keeping them out of your inbox makes the most recent one easy to find during an outage.
Use the report during an outage
Open the most recent Emergency Outage Dispatch Report email.
Open the attached PDF or XLSX. Print it, or forward it to the people running dispatch. If you still have access to ServiceTitan, you can also run the report and click Export to download a copy.
Use Upcoming Appt Technicians to see who is going where, and Location Address to direct each technician to their next job.
Use Summary to tell each technician what the job is before they arrive, since they won't be able to open the job record.
Use Customer Phone and Location Phone to Call ahead about arrival windows or delays.
Track any changes you make on paper, then enter them in ServiceTitan once service is restored.
For the full outage playbook, including how to monitor ServiceTitan's status and resume work afterward, see Prepare for and respond to a ServiceTitan platform outage.