Appointments - FAQ Last updated on 01/10/2023

Appointments are the scheduled visits required to complete a job. When you book a job, an appointment is automatically created.

A job can have one or more appointments, depending on how many visits it takes to complete. For a simple repair that’s done in one visit, only a single appointment is needed. For a job that takes several trips, create additional appointments for each visit.

Appointments are not related to recurring service events, which used to be called upcoming appointments in ServiceTitan.

Note: Appointments are not the same as recurring service events, which used to be called upcoming appointments in ServiceTitan.

Appointments help you manage multi-day jobs. With appointments, you can use a single ServiceTitan job for multiple days’ worth of work without having to:

• Book a new job for every single day

• Reschedule an ongoing job at the end of a work day

• Book a job lasting multiple days to block off technicians’ schedules

You can continue to use your current multi-day jobs workflow, though all jobs will have an appointment associated with them. The appointment tells you which technicians are going out on a job and when they are going.

No, all appointments on a job must have the same job type and business unit as the job they are a part of.

Not everyone can add additional appointments to a job, as appointment permissions are disabled by default. Go to Settings > People to enable appointment permissions for each office employee and technician.

To add an appointment to a job that is still in a scheduled status, enable the Create appointments on a job permission in employee permissions.

No, appointments are just the scheduled visits required in order to address a job’s issue. We recommend that a sale and an installation be two separate jobs under a project. There are many other scenarios we still recommend a project being used, including a multi-trade installation, or for a job that requires special order parts. For more, see Job booking FAQ.

Yes, appointments use the parent job's job number. A number indicating which appointment you are on is added to the end. For example, if the job number is 555, the first appointment on that job would be 555-1.

No, a job has a single invoice and each appointment on that job shares that invoice. During an appointment, invoice items are added to the job invoice.

If you have a longer job with gaps of time in between phases of work and you need to batch and post invoices before the next phase of work begins, create separate jobs for each phase.

When you book a job, your first appointment is automatically created. The date (required), time (required), arrival window (if configured on your account), and technicians assigned (optional) when you book the job will appear on your first appointment. You can add additional appointments from the job record if you have the Create appointments on a job permission enabled.

Note: Every job has at least one appointment. Because of this you can’t book a job without a date or time as these fields are required to create a job and an appointment.

Yes, you can have appointments overlapping on the same date and time. They are dispatched, arrived, and completed independently of each other.

We recommend that you stay ahead of your schedule in terms of creating appointments. This ensures your Open Capacity and Adjustable Capacity Planning (ACP) are accurate for future days, and also ensures your technicians see the appropriate closeout options when they leave a job. If a job ends early, technicians can still complete the job and let the remaining appointments transition to Unused. You can also delete the extra appointments if you run ahead of schedule.

We recommend you have your next appointments scheduled on a job so your technicians can use Only Mark Myself as Done and not be required to complete the job.

Yes. If you need to remove an appointment, click the trash can icon on the Edit Appointment screen. Removed appointments are no longer visible on the Dispatch Board, the job, the customer or location records, or in reporting. Removed appointments are logged on the job’s audit trail. There is no permission for this. All office employees can remove appointments.

Note: You aren’t able to delete appointments that have timesheets associated with them, have technicians dispatched or working on them, or if it’s your only appointment on a job.

You might not be able to delete an appointment if:

• It’s the last remaining appointment on a job.

• The appointment is on hold.

• The appointment has a technician timesheet associated with it.

• The job’s invoice has been posted or exported.

On the Dispatch Board, drag and drop an appointment to a different time to reschedule it. Stretch and shrink the bubble to edit the appointment’s duration. You can also reschedule by right-clicking the appointment on the Dispatch Board or editing the appointment in the job record.

Yes, from the office, you can hold appointments by clicking the three dots next to the the appointment. When holding appointments, you are asked to provide a reason. If a technician puts a job on hold, that appointment will be marked as done and a new appointment will be automatically generated. The new appointment will be put on hold. This new appointment is the one that should be used for future work. This is done so you have a record of when technicians have been to a job site.

A technician completed the job with unused appointments remaining. Click the three dots next to the unused appointment to reopen it. This will reopen the job, and you can send someone out to the last appointment to finish the work.

• Appointments deleted from a job are automatically removed from the Dispatch Board. A job’s audit trail shows appointments that were deleted. 

• If the job's invoice was posted with unused appointments, any unused appointments will disappear from your Dispatch Board. Click Alerts at the bottom of the Dispatch Board to check for jobs that are completed early so there are no surprises when unused appointments are cleared from your Dispatch Board. 

• If a job is put on hold, the appointments that are transitioned to hold status will disappear from the Dispatch Board.

If you need a form to be filled out at each appointment, the technician will need to manually duplicate the form on each appointment.

Forms are triggered on the first appointment. If the form is filled out at that appointment, it will not be triggered again. If the form is not filled out, it will keep triggering until it is filled out. You aren’t able to trigger a new form for every appointment.

To learn how to duplicate forms, watch this video or read this article.

Yes, you can assign a form to a specific appointment. For example, you can fill out form A on appointment 1, and fill out form B on appointment 2.

Forms will display when a technician arrives at an appointment similar to how they currently display when a technician arrives at a job. Any forms that have been previously filled out can be viewed from any appointment on a job.

No, the best way to leave notes for a technician is to click Add Summary in the job record. All technicians assigned to the job can see the summary and can refer back to it when needed.

No, POs are attached to jobs.

Dispatch notifications are sent once per appointment or as each technician is dispatched, depending on your notification settings. Each appointment can also be confirmed manually or automatically, as preferred.

Note: If multiple appointments are scheduled simultaneously or on the same day, separate notifications can be sent to the homeowner. You can disable these notifications to avoid sending multiple notifications.

You aren’t able to schedule more appointments or edit existing appointments on a job if the invoice has been posted. If a customer needs additional services, you’ll need to book a new job.

If all work has been completed on a job, you should complete the job from Job Actions dropdown menu on the job screen.

There are a few reasons an additional appointment is automatically created:

• The technician placed the job on hold.

• The technician scheduled an additional appointment.

• The first appointment had technician timesheets on it and the office put the job on hold.

Essentially, any time a technician has performed work on the first appointment or there is a timesheet on it and the job is put on hold, an additional appointment is created. This is so you can maintain a record of technician visits on your Dispatch Board.

When a technician requests an additional appointment, their current appointment is marked as Done and:

• An appointment request message appears in the side bar of the Dispatch Board.

• The appointment bubble on the Dispatch Board is outlined in red.

• An alert appears in the Alerts Tray on the Dispatch Board with a red appointment request tag.

• If you have created a Technician Requests Additional Appointment alert in Settings > Integrations > Alerts, you will receive an SMS and/or email alert.

If a technician’s requests an additional appointment:

1. Go to the job record and add the appointment.

2. Go to the Dispatch Board, scroll down to the Alerts Tray and clear the alert by clicking X on the red appointment request tag.

Timesheets are calculated on the job. Each timesheet event is assigned the corresponding appointment ID. If you manually add timesheet events to a job, you’ll need to link them to an appointment.

Splits are assigned from the job invoice page. The sum of all splits must total 100%. There are no splits assigned to appointments, because appointments are just the schedule for the job.

No. For timesheet pay, the hours are accrued and paid on the job as they happen, regardless of whether or not the job is completed and the invoice has been posted. If a job spans across pay periods, the technician still earns their pay in the appropriate pay periods.

Performance pay depends on the job being complete and the invoice being posted. Until it’s posted, bonuses and commissions can’t be paid out.

Technicians are dispatched to and work on jobs. An appointment is just the schedule of when technicians are sent out to a job.

Yes. A job can be booked without technicians and additional appointments can be added without assigning technicians. When you need to dispatch, assign a technician to the appointment so you can dispatch them to the job.

Note: Appointments without a technician assigned are listed in the Unassigned section of the Dispatch Board.

The initial appointment information such as date (required), time (required), arrival window (if configured on your account), and technicians assigned (optional) will be copied from the information you fill out when you book the job. There isn’t anything special you need to do to get your first appointment on a job. Every job will have at least one appointment.

No, a technician can be assigned to one, some, or all appointments of the job. You can also assign different technicians to each appointment.

You can drag and drop appointments between technicians on the Dispatch Board, right-click the individual appointment, or reassign technicians by editing the appointment on the job record.

Yes. Office employees can see recommended actions for each appointment based on that appointment's current status. For example, if a technician has already dispatched themselves to an appointment, a quick action menu appears suggesting the office employee set the technician as Arrived.

Yes. Technicians can dispatch, arrive, and complete jobs if they have the proper permissions enabled.

When you dispatch a technician to a job, you don’t affect any other appointments on that job. A job stays in progress from the time you dispatch to the first appointment until the job is marked as complete by the office or technician.

Each appointment is represented by a bubble on the Dispatch Board. You can view the appointment count on the pop-up that appears when you hover over the bubble.

The Job Tray on the Dispatch Board lists appointments. Each item corresponds to an appointment. You can expect to see similar rows in some tabs. For example, if there are multiple appointments on hold for a particular job, each of them may appear like the same appointment. However, you can differentiate between these appointments by viewing scheduling information such as the start date and time.

Managed technician must be dispatched to an appointment in order to closeout the appointment. There are some exceptions for recalls, warranties, and jobs that are part of a project.

Create a project with a job for your managed technician that includes the invoiced amount. Then create a second install job on the project for your unmanaged technician with a $0 invoice. Your helper can pause their job when they leave. The office can then complete the helper’s job when the managed technician arrives.