Service Titan Knowledge Base

Release Notes - May 2018

Feature Spotlights

  • Improved Settings with Easy Menu and Search, Interactive Banners, and Bookmarking: Your settings experience just got better. Settings was enhanced for usability to improve your efficiency when using this popular section.

    A banner shows features and other key messaging to keep you updated. The images are clickable and take you directly to the related items.

    The side menu now gives you an at-a-glance look at all your settings, including the ability to search settings you want more quickly. You can also expand all to see all sub settings.

    Enter a name to find what you need...

    ...or drill down into each category to navigate to features you use most.

    You can also bookmark your most favorite and frequented settings to access them as soon as you arrive to Settings.

    Documentation Links
  • Mobile: Apply payments to multiple invoices in the same project: When taking a payment in Mobile, you will be able to apply that payment towards multiple invoices that are in the same project.

    After you tap Pay on a job that is part of a project that includes other jobs with unpaid invoices, you will see a list including all unpaid invoices within that project.

    Payments can be applied to multiple invoices by checking all invoices that are to be paid. This ensures that customers are aware of what they owe and projects are paid in a more timely fashion, increasing revenue.

    If a job is within a project, we will now display to the technician not only the balance and total payments within the singular job, but of the project overall as well.

  • Mobile: Additional details when viewing jobs: When viewing jobs under All Jobs in Mobile, you will see the job arrival time and other relevant information, similar to the information that you see under the History tab.

  • Dispatch Board: Visible Done for Now Status: After a technician has marked a job as Done for Now, the job will be in yellow on the Dispatch Board. Additionally, when you hover over it, you will see an indicator of that status as well as a prompt for you to reschedule the job.

    After you schedule the follow-up, the job will be split. The bubble for the portion of the job that was marked as Done for Now will be gray to indicate that it has been rescheduled. The hover description will indicate that the follow-up has already been scheduled.

    The bubble for the rescheduled portion of the job will be blue, just like any other upcoming job.

    In the case of multiple technicians dispatched to the same now, the Done for Now visual changes will only apply to the technician or technicians who have marked the job as Done for Now.

    Documentation Links

Other Features and Improvements


  • Improved visual experience for tags and labels: On both Customer and Location Records with extensive tagging, the tags will start on a second line and remain distinct and separated from all other parts of the screen.

    Documentation Links


  • Technician Status on the Dispatch Board: If you use Technician Clock In Clock Out, you will see the status of the technician under that technician’s name on the current day of the Dispatch Board.

    If the technician has not clocked in for the day, you will see Not clocked in under that technician’s name.

    If the technician has clocked in for the day but has not clocked out yet, you will see the amount of time the technician has been clocked in for.

    If the technician has clocked in and out for the day, or if you look at days before the current date, you will see the total amount of time the technician was clocked in.

    Documentation Links
  • Dispatch Board Configuration: Hide the messages sidebar: By default, the Dispatch Board will show you your messages on the right.

    If you would like to hide those messages to speed up load time, you can now do so by changing the Dispatch Board configurations to hide the message sidebar.

    Documentation Links
  • Toggle desktop notifications from the sidebar: When messages are hidden from the Dispatch Board, you will be able to enable or disable desktop notifications on the Dispatch Notification screen.


    1. Navigate to the Dispatch Board.

    2. Click Settings (the gear icon).

    3. Click the Notifications tab.

    4. Select Yes or No as desired.

    5. Click Apply Changes.

    Documentation Links
  • Job count for the Job Lists on the Dispatch Board: Several of the Job Lists will show a total job count for the number of jobs on that list:

    • Unassigned

    • Alerts

    • Scheduled

    • Dispatched

    • Working

    • Completed

    The count for the list that you are currently viewing is highlighted.

    Documentation Links
  • Easier Business Unit selection for filtering the Dispatch Board: The dropdown for selecting business units to filter your view of the Dispatch Board is now a checklist. There is a checkmark next to each of the business units you are viewing.

    Select the business units you would like to view on the Dispatch Board.

    Documentation Links


  • Automatically remove inaccurate replacement opportunity tags: When this feature is enabled, Replacement Opportunity tags that were added to a Job via the Job Type or manually added by a user but no longer apply (based on the actual age of the equipment) will be automatically removed, ensuring more accurate and useful tagging.

    The automatic removal applies to both Office and Mobile users.

    Automatic removal of the tag will only occur when you changes the install date and the Replacement Tag on the job matches the replacement tag on the Equipment Type.

    Replacement Opportunity tags will be automatically removed in the following situations:

    • The inaccurate Replacement Opportunity tag was added because the job type for the job booked for the service location with the equipment automatically adds replacement tags.

    • The inaccurate Replacement Opportunity tag was added through the tags section of the job when it was booked by a CSR.

    • A technician or office user has edited the equipment install date, causing the Replacement Opportunity tag to become inaccurate.

  • Ability to add equipment type when adding equipment to a service location: When manually adding equipment to a location, you can select an Equipment Type from the dropdown. Because you can now add Equipment Type to the Equipment Record, Replacement Opportunity Tags can be added to that equipment, increasing revenue potential.

    If you click Save without selecting an Equipment Type, you will see a prompt asking if you are sure you want to proceed without selecting an Equipment Type. The Equipment Type field is optional but is recommended because it is required in order to generate Opportunity tags.


  • GreenSky® Account Activation Update: When financing with GreenSky® and going through the activation flow, customers will be required to activate their new account before they can proceed.

    GreenSky® may then ask a series of questions that will need to be answered correctly before the account is completely activated.

    Documentation Links
  • GreenSky® Decline Flow in NEXT: A GreenSky® Decline flow is now available in NEXT, enabling you to test the flow of this feature before your customers see it. This takes you through the entire Decline process, including an option to apply for TURNS when applicable. Use ‘Decline’ as either the first or last name of the primary applicant to receive a “Declined” response.


  • Update button for rescheduling jobs: When rescheduling a job, the button you will click to complete the rescheduling will read Update rather than Create.

    Update makes it clearer that you are changing an existing job rather than creating a new job.

    Documentation Links


  • Sign/Accept button for Estimates in presentation mode: When presenting an estimate to a customer, the Sign/Accept button stays consistent as the customer views, accepts, and signs the estimate as required.

    This consistency eliminates any potential customer confusion about the process of accepting an estimate.

  • Edit descriptions from the Add Item screen: When on the Add Item screen for invoices or estimates, you can edit descriptions of the items directly from that screen.

    After you have edited the description, tap ADD TO INVOICE to add the item to the current invoice with the updated description. In an estimate, you will tap ADD TO ESTIMATE.

  • Edit individual invoice summaries within a project: The Summary section of individual invoices can now be edited from the Project pop-out.

    1. From the Invoice tab, tap the folder icon to access the Project pop-out.

    2. Select the invoice whose summary you would like to edit.

    3. From the Invoice Details screen, edit the summary.

    4. When you are finished, tap the back arrow to save your changes.


  • No Impact to Technician Payroll checkbox: Previously in ServiceTitan

    When creating a PO for a job, you would check the No Charge checkbox and payroll was not impacted.

    What's new with this feature

    The checkbox has been renamed to No Impact to Technician Payroll to avoid misinterpretation of its functionality. If you check the No Impact to Technician Payroll checkbox, the technician’s payroll will not be impacted. Functionality of the checkbox has not changed. This is simply a clarification of the checkbox name.

    Documentation Links


  • Custom Fields viewable on technician and job custom reports: The addition of custom fields to custom reporting provides enhanced flexibility when creating custom reports to track and monitor additional metrics related to technicians and jobs. When creating new custom fields for Job Record or Technician Settings Page, you can select for these custom fields to appear in custom reports.

    Check Job Records for the custom field to appear in any custom report with job datasets.

    Check Technicians Settings Page for the custom field to appear in any custom report with technician datasets.

    You can edit the custom report to select the custom field you wish to show in your custom report.

    Documentation Links


  • Saved filters when viewing the Schedule Board: When opening the Schedule Board, ServiceTitan will now restore the filter settings from your last visit. Only events that meet your filter criteria are shown on the board.

    This feature shows CSRs and Dispatchers only the information that’s most relevant by saving their preferences for the Schedule board

  • Enhanced readability for jobs on the Schedule Board: The colors for text on events for the Schedule Board is now easier to read.

    When the background color for an event or job is a lighter color, the text will be black. For background colors that are darker, the text will be white.


  • Simplified Technician Capacity Planning: Using Simplified Forecast Demand ensures that you have a better understanding of your technician capacity. The reserve capacity will always be subtracted from the total available, even if this leads to Open Capacity being a negative number, showing you that you have no capacity left.

    For more details on Simplified Forecast Demand, see Using Simplified Forecast Demand (Reserve Capacity).

    Documentation Links

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

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.