Why isn't my technician assignment in ServiceTitan showing up in OnCall Air?

Introduction

This guide explains how to fix an issue where OnCall Air defaults to the owner's name instead of the assigned technician when booking a sales call in ServiceTitan. To fix this, you have to contact OnCall Air.

Problem

When booking a sales call in ServiceTitan, the technician assignment is not properly reflected in OnCall Air. The system defaults to the owner's name instead of the assigned technician.

Solution

Workflow Summary

The OnCall Air integration is handled by the OnCall Air team, so you need to contact OnCall Air to have them update the information on their side. 

Test the OnCall Air integration

1. Go to your OnCall Air account. 
2. Look for an available update for the integration.
3. Install the update if available.
4. After updating, perform a hard refresh in your browser. To do a hard refresh, press Ctrl + Shift + R on your keyboard.
5. Book a new sales call in ServiceTitan.
6. Assign a technician to the call.
7. Check OnCall Air to verify the correct technician assignment.