Service Titan Knowledge Base

Sold estimate is missing from a technician's scorecardLast updated on 09/09/2022

This article helps you understand why a sold estimate is missing from the technician scorecard.


Problem

Technicians often have an Employee profile called the same as their technician profile, and users select the office user as the Sold By of an estimate. There are also other setup issues that lead to a missing sold estimate from a technician’s scorecard.


Solution

To find the sold estimate in the technician scorecard, select one of these options:


Check whether or not the estimate is sold from an employee profile

If you select the office employee option in the Sold By field the sold estimate will not appear under the technician scorecard. To solve the issue:

  1. Go to Settings > Employees.

  2. Check whether or not the technician has an employee profile. If the technician has an employee profile:

  3. Click Edit.

  4. In the Name field, temporarily add an asterisk to the end of the employee name.

  5. When you’re done, click Save.

  6. Go to Estimate, and hard refresh the estimate page. Note: You can use Ctrl-r for Windows or Cmd-r for Mac to hard refresh the estimate page.

  7. Check the Sold By field. If there is an asterisk at the end of the employee name, Sold By is set to the employee profile.

  8. Click Update Estimate.

  9. From the Sold By dropdown, select the Technician. Note: The technician is the name without an asterisk.

  10. When you’re done, click Save.

  11. Hard refresh the technician scorecard and the estimate appears.

Note: Go back to Settings > Employees and remove the asterisk from the employee name.


Check whether or not the estimate sold on date matches the dashboard date range

Sales metrics in the dashboard are based on the date that the estimate is sold. If the Sold On Date of the estimate does not fit the dashboard date filters, it will not be included in the dashboard. To solve the issue:

  1. Go to Estimate.

  2. Click Update Estimate.

  3. Check the Sold On Date field.

If it is not within the date range for which they run the dashboard, then it will not appear in the dashboard results.

Note:

  • If the Sold On Date of the estimate is grayed out and unchangeable, the user does not have the Allow editing of Sales Opportunity Date and Sold on Date permission.

  • If the data in the Sold On Date field is correct, update the dashboard date range to find the estimate.

  • If the data in the Sold On Date field is incorrect, update the Sold On Date through the Update Estimate page.


Check whether or not the estimate business unit is mapped to a dashboard division

Business Units should have a Division set to appear in the technician scorecard results. If an estimate’s business unit does not have a division, it will not be included in the scorecard. To solve the issue: Note: Only users with the Edit business units permission can see the Change BU Mapping button in the Technician Scorecards section.

  1. Go to Estimate, click the job.

  2. Check the job’s Business Unit.

    Note:

    • If the estimate is created before the job Business Unit is changed, the estimate will maintain the original business unit of the job.

    • Check the job audit trail for the edited Business Unit and compare with the estimate created on timestamp from the audit trail.

    • In the screenshot below, this estimate’s business unit is SERVICE - RESIDENTIAL.

  3. In ServiceTitan go to the navigation bar and click Dashboard.

  4. In the Technician Scorecards section, click Change BU Mapping.

  5. Find the Business Unit of the job.

  6. Check whether or not the Division field is set.


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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.