Mandatory Workflow Change
This change will automatically apply to all customers with this release. Review the new workflow and update your team training materials before the release date.
This improvement brings Flexible Timekeeping (FTK) into the New Daily Dispatch Board so technician status, activity context, and Non-Job Events stay in sync with payroll reality in real time.
What's changing?
Before this improvement, the New Daily Dispatch Board only showed job-based technician status. Lunch, drive time, training, and other Flexible Timekeeping (FTK) activities were invisible, so dispatchers manually created placeholder Non-Job Events (NJEs) and double-entered data to keep the board accurate.
Now, technician status updates the moment a technician clocks into any FTK activity. Dispatchers can choose a default display — status, activity code and hover to see all three at once. NJEs can be started and completed directly from the board. Paid Time Off (PTO) blocks automatically, ad-hoc activities appear without manual entry, and payroll corrections reconcile silently. Field technicians can manage their own NJEs from the Field Mobile App with the board updating live.
Before and After
Before (Current)
Open the New Daily Dispatch Board for the day.
Notice that technician status icons only reflect job-based events — technicians on drive time, lunch, training, or shop time all show as Idle.
Manually create a Non-Job Event placeholder for a technician's training session so the board shows them as unavailable.
When a technician clocks into an unplanned parts run from the Field Mobile App, nothing appears on the board — you only find out by calling the technician.
After payroll makes a timesheet correction, the board does not reflect the change, and dispatcher decisions continue to be based on stale information.
Impact: Dispatchers work with incomplete visibility, waste time on radio chatter to confirm technician availability, and double-enter data to keep the board accurate.
After
Open the New Daily Dispatch Board for the day.
As technicians clock into FTK activities — commute, shop time, lunch, training — their status icons update immediately on the board.
Choose your preferred default display under each technician's name: technician status and timesheet activity code. Hover over any technician to see all three values at once.
Create a training NJE directly on the board and select the Training FTK Activity Type. When the technician starts the session from the Field Mobile App, the NJE moves from Scheduled to In Progress on the board instantly.
When a technician starts an unplanned parts run from the Field Mobile App, the activity appears on the board automatically as an NJE — no manual entry needed.
Paid Time Off (PTO) for technicians auto-creates timesheets and blocks the full day on the board without dispatcher action.
When payroll corrects a timesheet, the board reconciles silently — no dispatcher alert, no manual cleanup.
Impact: Dispatchers see exactly what each technician is doing the moment it changes, make routing decisions on accurate information, and eliminate manual placeholder work.
Who uses this feature
All business types
Administrators, Dispatchers, and Technicians (Manage their own Non-Job Events and Paid Time Off from the Field Mobile App with the Dispatch Board updating live)
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A residential HVAC technician finishes a morning job early and clocks into a Commute activity in the Field Mobile App while driving to the supply house. The Dispatch Board immediately shows the technician's status as Driving, and the dispatcher knows not to assign a new job for the next 20 minutes.
A dispatcher schedules a Paid Time Off (PTO) event for a plumbing technician on Friday. ServiceTitan automatically creates the timesheet entry and blocks the technician's row on the Dispatch Board for the full day — no manual NJE needed.
A residential electrician starts an unplanned Lunch break from the Field Mobile App. The Dispatch Board updates instantly to show Meal status, and the dispatcher uses the status filter to find available technicians for an urgent call instead.
Commercial Service and Replacement
A commercial roofing technician is in a Shop Time activity between jobs. The dispatcher hovers over the technician's card on the board and sees the activity code and status all at once, then decides whether to assign an additional service call.
A dispatcher at a commercial HVAC company creates a Team Meeting NJE on the board for three technicians, selecting the Meeting FTK Activity Type. The technicians see the event in their Field Mobile App schedule and can start it directly — no radio coordination needed.
When payroll corrects an earlier timesheet for a commercial plumbing technician, the board reconciles silently. The dispatcher's view stays consistent with payroll reality without any manual update.
Residential Construction
A remodeling crew lead clocks into a Drive Time activity at the start of the day. The Dispatch Board shows Driving status with the activity name in the tooltip, letting the residential construction dispatcher confirm the crew is en route before the homeowner calls.
A dispatcher schedules a Safety Training NJE for a technician and binds it to the Training FTK Activity Type. When the training ends, the technician marks the NJE complete from the Field Mobile App.
A residential construction technician's PTO request for a full day is entered by a manager. ServiceTitan auto-creates the timesheet and blocks the technician on the Dispatch Board without any additional steps.
Commercial Construction
A commercial construction project manager uses the board's status filter to see all technicians currently Idle. This lets them quickly identify who can be reassigned to a site that needs more hands mid-day.
A field technician on a commercial build-out starts an ad-hoc Shop Time activity from the Field Mobile App. The activity appears on the Dispatch Board immediately as an NJE, and the dispatcher sees the technician is unavailable for the next 30 minutes and re-routes the next scheduled task.
When a commercial construction team's day runs into overtime, payroll adjustments made the following morning reconcile silently to the board — dispatchers see accurate history for the prior day without any manual correction.
How to Prepare
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have Flexible Timekeeping (FTK) on the New Daily Dispatch Board and any prerequisite configurations enabled. Both the New Daily Dispatch Board (enabled from the New and Upcoming Features screen) and the Enable Timesheet Activities — New Timekeeping Experience configuration must be active.
Confirm that your Payroll administrator has configured the FTK activity-to-status mapping (Idle, Working, Driving, Meal) for all activity types before dispatchers begin using the feature. Incomplete mapping causes unmapped activities to display as Idle, which can mislead dispatchers.
Identify which dispatchers and managers use the New Daily Dispatch Board and brief them on the new configurable default display options (technician status, activity code), the hover detail panel, and the updated status filter.
Train field technicians on starting and ending Non-Job Events from the Field Mobile App, including how to start a scheduled NJE and create ad-hoc activities. Note: the FMA-side NJE start and end capability (Pillar 3 Epic 3) requires a corresponding Field Mobile App client release — confirm availability with your CSM before training technicians.