Service Titan Knowledge Base

Unable to view a Pricebook Category in ServiceTitan MobileLast updated on 12/28/2021

This article will help you to troubleshoot to determine what is causing a Category within a Pricebook to not appear in the ServiceTitan mobile app.


Problem

If you are finding that a Pricebook Category is not appearing in the ServiceTitan mobile app for your Technicians, follow this guide to determine what is causing this behavior.


Solution

Check pricebook settings to:

  • Determine if the Category is hidden

  • Determine if there is a Business Unit conflict

  • Determine if the Category is inactive


Determine if the Category is hidden

  1. Go into the Pricebook tab, and then click into the Categories tab.

  2. Locate the Category that should be appearing in mobile and confirm if the Category has a checkmark under the “Hide In Mobile” column.

  3. Click this checkmark, which will cause it to disappear.

  4. This Category will now be available to view in the ServiceTitan app. To ensure this change is received by the Technicians’ ServiceTitan apps, have the Techs either log out of the ServiceTitan app and then log back in, or have the Tech click the circular arrow icon on the upper right hand corner of the ServiceTitan app and click “Download Pricebook” to have this Pricebook change pushed to their ServiceTitan app.


Determine if there is a Business Unit conflict

  1. Go into the Pricebook tab, and then click into the Categories tab

  2. Locate the Category that should be appearing in mobile and confirm if the Category has a Business Unit listed under the “Business Units” column.

  3. If there is a Business Unit listed, confirm the name of the Technician reporting they are unable to see this Category, then head into Settings, click into People, and then click into Technicians.

  4. Locate the profile of the Technician unable to see this Pricbook Category and look at their Business Unit field to confirm if it matches the Business Unit assigned to the Pricebook Category.

  5. If the Business Unit on the Technician does not match the Business Unit on the Pricebook Category, head back into the Pricebook tab, click into the Categories tab, locate the Pricebook Pro Category the Technician is unable to see, click into the Business Unit section next to the Category, and uncheck the checkmark next to the Business Unit to remove it.

  6. Click the blue checkmark box to confirm this change, officially removing the Business Unit from this Category. To ensure this change is received by the Technicians’ ServiceTitan apps, have the Techs either log out of the ServiceTitan app and then log back in, or have the Tech click the circular arrow icon on the upper right hand corner of the ServiceTitan app and click “Download Pricebook” to have this Pricebook change pushed to their ServiceTitan app.


Determine if the Category is inactive

  1. Go into the Pricebook tab, and then click into the Categories tab

  2. Click the “Filters” button.

  3. In the Filters section, under the Status section, click Inactive, and then click the blue Apply button.

  4. On the ensuing page, locate the Category that is not appearing in the ServiceTitan mobile app, hover your mouse over the Category, and then click the power button, which will reactivate the Category.


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