--- title: "Manage Job Documentation & Handoffs" slug: "manage-job-documentation-handoffs" updated: 2026-06-11T17:42:52Z published: 2026-06-11T17:42:52Z --- > ## 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. # Manage Job Documentation & Handoffs
SERVICETITAN · WORK MANAGEMENT
Manage Job Documentation & Handoffs

Close out every job cleanly. Send documents, collect payment and signatures, and ensure nothing falls through the cracks between the field and the office.

Jump to:
Require Forms, Send Documents, & Collect Payment
Require forms through office settings before a job can be closed in the field

a. From the office, open ServiceTitan and go to Settings > Operations > Forms. Find the form you want to make required, or create a new one.

b. Edit the form trigger and enable the Required option. Use the Trigger column on the Forms screen (Settings > Operations > Forms) to control which job types, business units, or customer types this requirement applies to—triggers are configured directly on the form, not on a separate page. You can trigger forms on specific statuses or job types.

c. Save the form. Technicians will now see the form listed as a required task in the mobile app and cannot complete the job until it is submitted.

⚠︎ Don't mark a field as Required if its section may be hidden by conditional logic—this causes a form freeze where the technician can't submit the form. Also, forms assigned only to Locations will not appear in the Form Submissions report—assign forms to Jobs for report visibility.

Present or email an invoice from the field or office
FIELD MOBILE APP

a. Open the job in the Field Mobile App and tap the Invoice tab (Residential) or Work Summary tab (Commercial).

b. To present the invoice on-screen for the customer to review, tap Present. To print the invoice, tap Print and follow your device's prompts.

c. To email the invoice, scroll to Share Invoice and tap Email. Enter the recipient's email address, attach any applicable forms, and tap Send.

SERVICETITAN MOBILE (LEGACY)

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

b. To print the invoice, tap Actions > Print and follow your device's prompts.

c. To email the invoice, tap Actions > Email. Enter the recipient's email address, attach any applicable forms, and tap Send.

OFFICE

a. From the office, open the job in ServiceTitan and go to the invoice. Click the Email icon to open the email composer.

b. Confirm the customer's email address in the To field. Select the email template and add a personalized message if needed.

c. Click Send. The email status appears in the job's History tab—look for Sent, Opened, Dropped, or Bounced status to track delivery.

Collect payment from the field

⚠︎ Best practice: Collect payment before closing out the job. Uncollected balances create follow-up work and delay your cash flow. ACH and Tap-to-Pay require an active internet connection in the field—manual credit card entry can be queued offline and syncs when connectivity is restored.

FIELD MOBILE APP

a. In the Field Mobile App, open the job and tap the Invoice tab (Residential) or Work Summary tab (Commercial).

b. Scroll to the Payments section and tap Pay. Confirm the Payment Amount and select the Payment Type.

c. Have the customer sign to authorize the payment then tap Charge to process.

SERVICETITAN MOBILE (LEGACY)

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

b. Tap Pay. Select the Payment Type and confirm the Payment Amount.

c. Have the customer sign to authorize the payment then tap Accept > Done to process.

Document, Close Out, & Collect Signatures
Document the job and close it out from the field

⚠︎ Before closing, complete all required forms, enter required equipment details, collect payment (if the customer is paying now), and collect required signatures. After a job is completed, some fields can no longer be edited from the field. If there are remaining technicians or appointments on the job, mark yourself or the appointment as Done first—completing the job while others are still working cancels their remaining appointments.

FIELD MOBILE APP

a. Open the job in the Field Mobile App and verify all tasks are complete—including forms, equipment details, and payment.

b. Tap Close Out at the bottom of the job screen, then tap Complete Job. If there are remaining technicians or appointments, tap Mark myself as done or Complete Appointment instead—all technicians and appointments must be marked Done before you can complete the job.

c. If any required items are missing, the app will list what still needs to be completed. Confirm by tapping Complete Job, Mark myself as done, or Complete Appointment again. The job status changes and is handed to the office for review.

SERVICETITAN MOBILE (LEGACY)

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

b. Tap Complete the Job. If there are remaining technicians or appointments, tap Only Mark Myself as Done or Mark Appointment Done instead—all technicians and appointments must be marked Done before you can complete the job.

c. If any required items are missing, the app will list what still needs to be completed. Confirm by tapping Only Mark Myself as Done or Mark Appointment Done. The job status changes and is handed to the office for review.

Verify the customer's membership and mark recurring services complete

Contracted Service jobs are tied to memberships and Service Agreements. Before final closeout, confirm membership status and mark the recurring service event complete so the next visit gets scheduled, the technician's pull-through credit lands correctly, and the agreement's deferred revenue recognizes on schedule.

FIELD MOBILE APP

a. Open the job in the Field Mobile App. If the customer has a membership, the Membership icon is shown under the job number and name.

b. Scroll to the Location section on the Job tab and tap the customer's name. On the screen that opens, scroll to the Membership section and confirm the membership is active. Tap the Location Info tab (Residential) or Jobsite Details tab (Commercial) and confirm the visit you're completing is the right recurring service.

c. If the membership is expiring within the renewal window, add a renewal task to the invoice from the pricebook.

d. On the recurring service event, tap Mark as completed. This closes the event on the agreement's schedule and triggers the next visit's creation per your recurring template. On the Invoice tab, confirm the correct equipment is attached.

⚠︎ Closing the job without marking the recurring service event complete leaves the visit open on the agreement. The next visit will not generate, deferred revenue won't be recognized on schedule, and the visit will surface on the Recurring Event Completion report as a miss.

SERVICETITAN MOBILE (LEGACY)

a. Open the job in ServiceTitan Mobile. If the customer has a membership, the Membership icon is shown next to the location bill-to name.

b. Tap Contact details and confirm the membership is active.

c. Tap History > Recurring Services and confirm the visit you're completing is the right recurring service.

d. On the recurring service event, tap Mark as completed. This closes the event on the membership's schedule and triggers the next visit's creation per your recurring template.

Collect a customer signature on a job from the field
FIELD MOBILE APP

a. Open the job in the Field Mobile App and go through the Close Out flow.

b. If any remaining signatures are required, they're shown in the Signature section of the Close Out screen—for example, Customer Authorization (before work) or Customer Acknowledgement (after work). Tap each required signature then hand your device to the customer. They sign directly on the screen, then tap Done. Alternatively, if you have the Enable Visit Assistant permission, tap Send E-Sign to send the customer a link so they can sign from their own device without sharing yours.

c. The signature is saved to the job record and visible to office staff. If your account requires a signature before closeout, the job cannot be completed without it.

SERVICETITAN MOBILE (LEGACY)

a. Open the job in ServiceTitan Mobile and go through the Close Out flow.

b. If any remaining signatures are required, they're shown on the Close Out screen—for example, Customer Authorization (before work) or Customer Acknowledgement (after work). Tap each required signature then hand your device to the customer. They sign directly on the screen, then tap Done. Alternatively, if you have the Enable Visit Assistant permission, tap Send E-Sign to send the customer a link so they can sign from their own device without sharing yours.

c. The signature is saved to the job record and visible to office staff. If your account requires a signature before closeout, the job cannot be completed without it.

Review and confirm a closed job from the office

a. From the office, open ServiceTitan and go to the completed job by searching for it or finding it on the Dispatch Board. Review the job details, including line items, notes, and attached forms.

b. Check the History tab to review the full timeline—technician status changes, forms submitted, signatures collected, emails sent, and payment activity.

c. Go to Accounting > Invoices to review the invoice before batching. If adjustments are needed, edit the invoice details while the invoice is still in Pending status—after the batch is posted, the invoice is locked.

⚠︎ If a technician completed the job prematurely on a multi-day job (canceling remaining appointments), the office must re-open the job. Completed jobs cannot be re-opened through normal flow—this requires administrator access.

Send a document to the customer from the field

a. Open the job in the Field Mobile App and tap the Invoice tab (Residential) or Work Summary tab (Commercial). Scroll to the Share Invoice section and tap Present or Email.

b. The document is generated using the Document Template Manager (DTE) template assigned to the business unit (BU). From the office, templates can be customized per BU in Settings > Operations > Document Templates.

c. Select email or print. If emailing, verify the customer's email address is correct and send. Delivery status is tracked in the job's Activity feed.

Troubleshoot Issues
Troubleshoot: Can't close a job due to open tasks

a. From the field, open the job and tap Close Out. The app will indicate what's blocking completion: required forms not filled out, required signatures not collected, or required equipment details not entered.

b. Check for incomplete required forms on the Forms tab. Required forms are marked and must be completed before close-out.

c. Check for missing required signatures—Customer Authorization or Acknowledgement. Collect them in person or send through E-Sign.

d. Check for missing required equipment details. If the job involves an install, equipment records must be entered before the job can complete.

e. Check for sold estimates that still need work scheduled. If a sold estimate has not been converted to a booked job, the system blocks completion.

f. Complete each outstanding item.

g. If tasks appear complete but the job still won't close, check for Action Required: Managed Technician Not Detected—ServiceTitan requires at least one valid, active managed technician with a timesheet before a job can be completed. If the issue persists, force-close the app and reopen to refresh the job data, then try again.

⚠︎ ServiceTitan requires at least one valid, active managed technician with a timesheet entry on the job before it can be completed (even if the invoice is $0). If you see "Action Required: Managed Technician Not Detected," verify the technician has a timesheet for the job.

Troubleshoot: Customer signature missing

a. From the office, open the job and check the History tab. Look for signature events to confirm whether the signature was captured but not synced, or never collected.

b. If the technician collected the signature but it isn't showing, have them open the Field Mobile App with a stable internet connection and pull to refresh the job data to force a sync.

c. If the signature was never collected, the technician can reopen the job on their device (if still assigned) and collect the signature. If the job has already been completed, it cannot be reopened through normal flow—an administrator must reopen the job, or the signature must be uploaded manually through the office Job Detail screen as an attachment.

Troubleshoot: Customer didn't receive email

a. From the office, open the job and check the History tab. Filter by Email to confirm the email was sent. Look for one of four statuses: Sent (reached inbox), Opened (customer opened it), Dropped (blocked by spam filters), or Bounced (returned due to an issue).

b. Verify the customer's email address in the Customer or Location record. A typo in the email address is the most common cause of missing emails. Also check the customer's invoice/statement delivery preference to ensure email is their selected method.

c. Ask the customer to check their spam or junk folder. Recommend that they add noreply@onservicetitan.com to their contacts. If the email still isn't found, resend the invoice from the job record. If emails consistently go to spam, a domain whitelisting issue may need to be resolved—open a support case for domain whitelisting.

Measure the impact
Recurring Service
Recurring service completion rate
% of scheduled recurring service events that get marked complete on the visit. Misses break the next-visit schedule and delay deferred-revenue recognition.
Reports > All Reports > search "Recurring Event Completion" ↗
Pull-Through
Pull-through revenue per membership visit
Average $ added at closeout—renewals sold, add-ons, and tech-generated leads on a recurring service event. The headline CS metric for closeout health.
Reports > All Reports > search "Technician Performance" · filter to recurring service jobs ↗
Completion
Job closeout rate
Track on the Dashboard. A low rate means technicians are leaving jobs open, delaying invoicing and payment.
Dashboard ↗Reports > All Reports > search "Jobs" dataset · filter by Job Status = Completed ↗
Documentation
Signature capture rate
Review completed jobs for missing signatures. Gaps create disputes and slow collections.
Reports > All Reports > search "Form Submissions" · filter by form name for signature forms ↗