Service Titan Knowledge Base

Statuses and actions on jobs and appointmentsLast updated on 03/14/2023

This article explains the statuses you see and actions you can take on jobs and appointments.

Job status

Job status is in the upper right portion of a job record. The job status tracks the progress of a job. A job's progress is determined by how many appointments are in Done status on the job. This is tracked by a gray circle that turns green as progress is made, and by the percentage complete, which appears inside the circle.

Status
Explanation

Scheduled

A job appears as Scheduled when all appointments are in scheduled status, or if one appointment is scheduled and one is on hold.

In Progress

As soon as the first technician is dispatched, the job moves to In Progress and stays that way until it’s completed, canceled, or put on hold.

Completed

No more work is expected on the job. Either a technician or office employee completed the job. Jobs can be completed early when not all appointments are done.

Hold

A job is in Hold status when all appointments on the job are put on hold using Job Actions on the Job Record or when the last or only appointment on a job gets put on hold.

Canceled

When a job is canceled through job actions.

Job actions

On the job record, click Job Actions to:

Appointment status

The appointment status tracks the progress of each appointment. It's in the top left corner of each appointment card.

Status
Explanation

Scheduled

When an appointment is scheduled whether there are technicians assigned to it or not.

Dispatched

When at least one technician is in Dispatched status and no other technician is in Working or Done status.

Working

When at least one technician is working.

Hold

When an appointment is put on hold individually or through bulk action in Job Actions.

Canceled

Automatically applied when a job is canceled, there is no way to cancel or uncancel a single appointment.

Unused

Applies to any appointment that doesn't have working timesheets on it when a job is completed, also known as unused appointments. Unused appointments are visible on the dispatch board until the invoice is posted. They are not accounted for in capacity or shown to technicians in the mobile app.

Done

When an appointment is marked as done through appointment actions.

Appointment actions

On an appointment card, click More more to take action on an appointment.

You can:

  • Assign/Unassign...

  • Dispatch/Cancel Dispatch

  • Arrive

  • Done Working

  • Hold/Remove Hold

  • Mark Appointment as Done

  • Reopen Appointment

  • Confirm Appointment

For more, see Manage technicians on appointments and Manage appointments.

Technician status

The technician status tracks the progress of each technician on an appointment. It's in the bottom left corner of each appointment card.

Status
Explanation

Scheduled

Technician is assigned to the job but has not been dispatched.

Dispatched

Technician is on the way to a job.

Dispatched to Another Job/Appointment

Technician assigned to the job is dispatched to another appointment. Only visible when you are viewing appointments scheduled for the current date.

Working on Another Job/Appointment

Technician assigned to the appointment is working on another job. Only visible when you are viewing appointments scheduled for the current date. Working Technician has arrived at a job site and is working.

Paused

When a technician has paused the appointment and plans to return on the same day. If they have the self-dispatching permission they can dispatch themselves to the appointment when they are ready to return, or the office can dispatch them.

Done

When a technician is done working for the day on this appointment.

Technician actions

On an appointment card, click a technician name to take action.

  • Start Meal/End Meal: Start or end a technician's meal breaks. This action is only available on the day of the appointment.

  • Send Message: Send a text message to the technician.

  • Send Job Details: Send the details of the job to the technician via text message.

Want to learn more?

Related Articles

Job booking FAQ
Manage appointments
Manage pre-installation jobs
Manage technicians on appointments
Statuses and actions on jobs and appointments

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.