Manage employee and technician accountsLast updated on 09/09/2022

• Only administrators with proper permissions in ServiceTitan can send invitations and create accounts, including reset and change passwords for office employees and technicians.

• If you haven’t already, make sure all office employee profiles include a unique email address and all technician profiles include either a unique email address or mobile phone number. This ensures they can receive verification codes and information via email or mobile phone number to activate their accounts or reset their passwords. For more on required fields, see Add or edit office employees or technician profiles.

• Once the selected recipients receive your invitation, they can create an account and sign in:

  • Technicians who have only a mobile phone number in their profile receive invitation by text (SMS).

  • Invitation emails use the employee or technician email address as the username by default. The username can be changed when creating a password.

• If you create an account for your employees or technicians and set a username and password, they will have to update the username and password at first sign-in.

• About Active Directory: If you’re currently signing in to ServiceTitan using Active Directory Single Sign-on, you can sign in as you have been. The only difference is that if you create an employee or technician profile, you must add an email for employees and an email or mobile number for technicians in Active Directory.

• All employees and technicians are required to update their password yearly (every 365 days from the last time it was updated).

• To learn more, see Password and Login Policy frequently asked questions.

Once you add an employee or technician profile, you can create an account for them or invite them to join:

1. Go to the navigation bar and click the Settings icon. In the side panel, click People.

2. Click Employees or Technicians depending on the profile type you want to access to create an account.

3. Find the existing profile for which you want to create an account and click Edit

4. If you are creating an account for Technicians, double-check you have the Enable Mobile Access toggle set to Enabled. This ensures you see all fields to create an account. This field applies only to technician profiles.

5. Go to the New Account Status field and select one of three options:

   1. Create an account later

      • This is helpful when you're adding or editing a profile but prefer to create an account at a later time.

   2. Send invitation via email or SMS

      • Select this to send an invitation to the employee or technician using the email address or SMS if the technician only has a mobile number in their profile. This enables the recipient to create an account on their own. Technicians who only have a mobile phone number on file receive the invitation via a text and can tap it to create an account in a browser outside of the ServiceTitan Mobile app. Tip: You can also send invitations in bulk to multiple users. For more, see the Send create account invitations in bulk section.

   3. Create a username and password

      • Use this option to create an account, including enter a username and password, for the employee or technician rather than having them create an account themselves.

      • All passwords must meet the following requirements:

        • 10 or more characters (alpha-numeric, including symbols)

        • At least one uppercase and one lowercase letter (A-Z, a-z)

        • At least one digit (0–9)

        • Must not use a commonly used password (for example, passwords like “password123”, “123456”, and “hunter2” are common passwords and should not be used)

        Note: When an employee or technician signs in for the first time using their username and password, they will be asked to change their password. Their new password must meet the same password requirements when changing the username and password.

6. When done, click Save Changes. Once you send invitations or create an account for the employee or technician, you can track statuses and account verification in the Employees or Technicians home screen, along with username and other profile details. For more on statuses, see Add or edit employee or technician profiles.

Send create account invitations in bulk

You can send account invitations in bulk to employees or technicians:

1. Go to Settings > People >Employees or People >Technicians depending on the people type you want.

2. To send account invitations to all, select the checkbox in the column with the box. If you want to select specific employees/technicians, select the ones you want to include in the bulk password reset.

3. Click the Actions dropdown and select Send Account Invite.

   A confirmation prompt appears.

4. A box will open asking to confirm you want to send invites to selected users who do not already have accounts created. Click Send to send the account invites. To return to your selections, click Back. 

If you send an invitation to an employee or technician to create an account, they’ll get an email or text (SMS) to create their account, depending on the information in their individual employee or technician profile. Opting to create an account takes them through the account creation process. All invitations use the email address in the profile as the default username, which the employee or technician can change once they have verified their account.

Email and text invitations

Office employees who receive the invitation will get it by email and have access to create an account using a desktop or laptop. Technicians who have only a mobile phone number on file will receive the invitation via text that will include a link to create their account in a browser that opens to a Create account workflow, not in the ServiceTitan Mobile app. Technicians are only required to set up a username and password. Internet access is also required.

There are two ways to reset passwords: Employees or technicians can reset their password from the sign-in screen at any time, or your company administrators can reset passwords for them in ServiceTitan. You can also send password reset emails in bulk to employees and technicians.

Reset from the sign-in screen as an employee or technician

Office employees and technicians can reset their password once their account has been created and activated. This applies to both ServiceTitan and ServiceTitan Mobile app.

Office Employees in ServiceTitan

1. Visit go.servicetitan.com.

2. At the sign-in screen, click Forgot Password?.

   A reset prompt opens.

3. Enter a username, email address, or mobile phone number associated with the account.

4. Click Submit. A Verify your account prompt opens asking the employee to verify their account information.

5. Click Send Code. The employee receives a verification code via email or text based on the profile information available. Note: Password verifications codes are case sensitive.

6. Have the office employee copy and paste the code to ServiceTitan and then click Verify Account. A prompts asks the employee to change their password.

7. When done changing the password, click Change Password.

8. Return to the sign-in screen and sign in using the same username and password.

Technicians in ServiceTitan Mobile

1. In the ServiceTitan Mobile app, go to the sign-in screen and tap Forget password?.

   A Reset password prompt opens in a browser to reset your password, not in the ServiceTitan Mobile app.

2. Enter a username, email address, or mobile phone number associated with the account.

3. Tap Submit. A Verify your account prompt opens asking technicians to verify their account information.

4. Tap Send Code. The technician receives a verification code via email or text based on the profile information available. Note: Password verification codes are case sensitive.

5. Copy and paste the code to the Enter Code prompt in ServiceTitan Mobile, and then tap Verify Account. A prompts asks the technician to change their password.

6. When done changing the password, tap Change Password.

7. Return to the sign-in screen and sign in using the same username and new password.

Reset or change password for an employee or technician

1. In ServiceTitan, go to Settings > People > Employees or Technicians.

2. Find the existing profile you want to reset the password for and click Edit.

3. In the Profile Actions dropdown, select one of the following options:

   1. Send Password Reset to send an email (or SMS) with a link for the employee or technician to reset their own password.

   2. Set Temporary Password to set a password. This temporary password can be used within 60 minutes of receiving the temporary password email to sign in. Once the employee or technician signs in using the temporary password, they can change their password. For more on passwords, see Change password.

Send password reset in bulk to employees and technicians

You can send reset password emails in bulk to employees or technicians when you need to update for multiple users at a time:

1. Go to Settings > People > Employees or People > Technicians depending on the people type you want.

2. To send a reset password email to all, select the checkbox in the column with the box. If you want to select specific employees/technicians, select the ones you want to include in the bulk password reset.

3. Click the Actions dropdown and select Send Password Reset. A confirmation prompt appears.

4. Click Send to send to the employees/technicians selected. To return to your selections, click Back.

Same as resetting a password, there are two ways to change a password: Administrators can set a temporary password in ServiceTitan, or employees or technicians can change their own passwords from the user profile icon at any time.

Note: Employees and technicians must first go through account verification to be able to change their password.

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