Overview
Place an appointment on hold if there is an issue preventing you from continuing with it.
Who uses this feature
Office employees and technicians
Applies to all business types
Applies to all trades
Feature configuration
Permission is required to use this feature. Please contact the account administrator on your team.
Things to know
You can see any appointments that are on hold in the history tab
Place an appointment on hold
When you put an appointment on hold before dispatching a technician, the appointment status is changed to Hold and is visible in the History tab on the mobile app. This can only be done by an office employee.
To place an appointment on hold before a technician is dispatched:
Find the job record with the appointment you want to place on hold.
In the Scheduled Appointments section, find the appointment and click More
.In the dropdown menu, select Hold/Remove Hold.
In the pop-up that opens, select a Reason from the dropdown menu.
Enter additional information in the Additional comments field.
When you're done, click Hold.
Note: You cannot place Dispatched, Working, Canceled, or Done appointments on hold. Instead, you can place the job on hold. For more, see Place a job on hold.
Place an appointment on hold after arrival
Placing an appointment on hold after the technician has arrived marks that appointment as Done and is visible in the History tab on the mobile app with a Done status.
To place appointment on hold in ServiceTitan mobile:
In the Job screen on mobile, tap Closeout.
Tap I Need Another Appointment Scheduled.
Select Place this Appointment on Hold.
Select a hold reason and add a note describing the situation.
When you're finished, tap Closeout.
Place an appointment on hold from the office
An office employee can place an appointment on hold even after a technician has arrived on the job. Using this method does the following for that job record:
Puts the overall job on Hold
Marks appointments with statuses of Dispatched and Arrived as Done
Places all additional Scheduled appointments on hold
If no additional appointments are scheduled, a new appointment is automatically created and placed on Hold.
To place an appointment on hold from the office:
Find the job record with the appointment you want to place on hold.
Click Job Actions on the top right.
At the dropdown, select Hold All Appointments.
In the pop-up that opens, select a Reason from the dropdown menu.
Enter additional information in the Additional comments field.
When you're done, click Hold.
A confirmation window appears. Click OK.
Want to learn more?
See Mobile Handbook.