This new feature gives you a complete, standardized record of every significant change made to a Service Agreement, so you can see exactly who changed what, and when.
What's new?
Before this release, there was no way to view a history of changes made to a Service Agreement from within the agreement itself. Teams had to piece together information manually or rely on memory when trying to understand who modified a visit, changed pricing, or updated billing details. With the Service Agreements Audit Trail, a dedicated drawer on each Service Agreement displays a sortable log of all key changes. Each entry shows the date and time, the name of the person who made the change, the action taken, the field affected, and the values before and after the change. For changes that affect a recurring visit series, you can click into a drill-in drawer to see all affected visits at once.
Resources
Before and After
Before (Current)
A manager notices that the Total Agreement Price on a service agreement does not match what they expect.
They search through emails, call notes, and job records to find out who made the change.
They contact team members to reconstruct what happened and when.
Without a clear record, they cannot confirm who made the change or what the previous value was.
Impact: Resolving pricing discrepancies takes significant time. There is no reliable change history, making it difficult to verify what changed or hold team members accountable.
Try the current workflow in your account.
After
A manager opens a Service Agreement and clicks Audit Trail.
The Audit Trail drawer opens, showing a sortable table of all significant changes.
They filter by field, such as Total Agreement Price, to find the relevant entries.
Each entry shows the date and time, the username, the action taken, and the before and after values.
For changes that affect a recurring visit series, they click the entry to open a drill-in drawer and review all affected visits.
Impact: Managers can see who changed what and when—without contacting anyone. Pricing changes, visit edits, billing updates, and status changes are all captured in one place.
Test the changes in the NEXT environment.
Who uses this feature
Commercial Service and Replacement
Administrators, Accountants
Region availability: All regions
How it works for your industry
Commercial Service and Replacement
A service coordinator updates the billing schedule on a large commercial maintenance agreement. The Audit Trail captures the change—including the previous and new billing schedule values—so the accounting team can verify the update without contacting the coordinator.
A team member changes the Labor Cost per Hour on a recurring visit. The Audit Trail records both the manual change and ServiceTitan's recalculation of the Total Agreement Price, giving managers a clear picture of the full impact.
A commercial agreement is renewed automatically by ServiceTitan. The Audit Trail logs the renewal event so administrators can confirm the renewal was completed and review any pricing differences between the old and new agreement.
How to Prepare?
The Service Agreements Audit Trail is automatically enabled for all accounts—no action is required to turn it on.
Bookmark the Service Agreements section in ServiceTitan so your team can access agreements quickly.
Identify the team members who manage service agreements and let them know about the new Audit Trail button on each agreement.
Train your administrative and accounting staff on how to use the filters in the Audit Trail drawer to find specific changes by field, date, or username.
Align with your team on when to use the Audit Trail when pricing discrepancies, billing questions, or visit changes need to be investigated.