Mandatory Workflow Change
This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Multi-Factor Authorization enhancements
Two improvements to multi-factor authentication (MFA) make enforcement easier to plan for and easier to absorb: an export of the MFA user list so you can see who is ready, and a 15 minute countdown reminder so nobody is signed out mid-task.
What's changing
Previously, preparing for multi-factor authentication (MFA) enforcement meant working blind at both ends. No single screen showed employees, their roles, and their MFA status together, so administrators building a readiness list retyped names and phone numbers into a spreadsheet by hand. And when enforcement reached an employee who had not yet set up a verification method, that employee was signed out of ServiceTitan right away, with no warning and no chance to save open work. Now, the MFA screen has a comma-separated values (CSV) export button that produces a file with each employee's display name, username, MFA type, user type, status, role, and phone number, matching whatever filters you have applied on screen. And any employee who still reaches enforcement without a verification method sees a reminder banner across the top of the screen with a 15 minute countdown, explaining that MFA is being turned on and that a sign-out is coming. When the countdown ends, a short message appears, the employee selects OK, and the session ends. At the next sign-in, the employee sets up a text message code or an authenticator app, then continues into ServiceTitan.
Workflow comparison — before & after
Resources
How it works for your industry
Residential Service and Replacement
- An office manager exports the multi-factor authentication (MFA) list before enforcement, filters the file for staff with no phone number on record, and collects numbers at the Monday meeting.
- A dispatcher is halfway through rebuilding tomorrow's board when enforcement reaches the account. The countdown gives them time to save the schedule before signing out.
- A customer service representative (CSR) is on a call booking a no-heat visit. The banner appears, so they finish the booking and confirm the arrival window before the session ends.
Commercial Service and Replacement
- An operations administrator filters the multi-factor authentication (MFA) screen to office roles, exports the list, and reports readiness by department to their director.
- An account coordinator is building a multi-site preventive maintenance (PM) schedule when the reminder appears. They save the schedule rather than rebuilding it after signing back in.
- A billing specialist is applying payments across several buildings. The countdown lets them finish the batch before MFA setup begins.
Residential Construction
- A business administrator exports the multi-factor authentication (MFA) list each month alongside their other standing reports, and tracks setup as a running number rather than a scramble.
- A project coordinator is entering change order details when enforcement is applied. The countdown lets them save the change order first.
- A purchasing agent is releasing material orders for a framing start. The banner gives them time to submit the orders before signing out.
Commercial Construction
- A controller exports the multi-factor authentication (MFA) list, filters for staff holding financial permissions, and confirms every one of them is set up ahead of enforcement.
- A project accountant is assembling a progress billing package when the reminder appears. The countdown lets them complete and save the package.
- A project manager (PM) is approving subcontractor invoices. They finish the approvals during the countdown rather than starting over.
Roofing and Exteriors
- An office administrator exports the multi-factor authentication (MFA) list before a storm season hiring push, and confirms new office staff are set up before enforcement reaches them.
- An estimator is finishing a tear-off and re-roof proposal when enforcement reaches the account. The countdown lets them send the proposal first.
- A supplement specialist is entering insurance supplement line items. They save the supplement during the 15 minute window.