Release Notes ST–51-Appointments
About the Appointments release
The launch of Appointments, as a part of the ST-51 release, touches the majority of the ServiceTitan platform. With it comes notable changes and much anticipated improvements. We highly suggest you read about all the notable changes and improvements that the launch of Appointments is bringing. For more on appointments, visit Appointments.
You can now view job status, job progress, and appointment counts.: You can now view job status, job progress, and appointment counts.
The job statuses are changing:
Each appointment has it's own card and all of the available actions are under More Actions.: Each appointment has it's own card and all of the available actions are under More Actions.
You can also use the primary button to Assign, Dispatch and Arrive technicians.
The button changes based on the situation and tries to anticipate your next move.
When a technician is ready to leave an appointment, they now use the Closeout button at the bottom of the side menu. Done For Now and Finish have been renamed and moved there. The Closeout button is also on the invoice tab for smaller devices that ca: When a technician is ready to leave an appointment, they now use the Closeout button at the bottom of the side menu. Done For Now and Finish have been renamed and moved there. The Closeout button is also on the invoice tab for smaller devices that can't access it in the side menu.
The closeout options available change depending on situation and technician permissions.: The closeout options available change depending on situation and technician permissions.
Mark as Done—A Lead Technician can mark the entire appointment as Done.
Only Mark Myself as Done (see below)—This option is only available when there are more appointments scheduled on a job or other technicians still on the current appointment.
Pause this Appointment (formerly Done For Now)—Used when a technician needs to leave a job site, but they plan to return to the appointment on the same day.
I Need Another Appointment Scheduled(see below)—There are three options available to you when you need another appointment scheduled on a job. Each requires it's own permission to be enabled in settings. Once you confirm closeout, you and any other technicians assigned to the appointment are removed from the job.
Complete the Job (formerly Finish)—Any technician working on a job can complete the job at any time. They should first review the top of the closeout menu to see if there are any more appointments scheduled, or what other technicians may be impacted.
Only Mark Myself as Done
This new option does not require permission to use. It allows a technician to leave an appointment and be marked as Done but not affect the rest of the technicians on the appointment. It only shows up conditionally. If it doesn’t appear, it’s likely:: This new option does not require permission to use. It allows a technician to leave an appointment and be marked as Done but not affect the rest of the technicians on the appointment. It only shows up conditionally. If it doesn’t appear, it’s likely that the technician should be using Complete Job.
I Need Another Appointment Scheduled
Each of these options requires its own permission to be enabled in settings. Once you choose closeout, you and any other technicians assigned to the appointment are removed from the job.: Each of these options requires its own permission to be enabled in settings. Once you choose closeout, you and any other technicians assigned to the appointment are removed from the job.
Place this Appointment on Hold: Requires the Place Job On Hold permission. When selected, it marks the appointment as Done, and creates a duplicate appointment that gets put on Hold.
I will schedule another appointment: Requires the Schedule additional appointments on a job permission. This marks the current appointment as Done, and creates a new appointment for the date and time the technician selects.
Notify the office that I’ll need another Appointment: Requires the Request an additional appointment for a Job permission. This sends an alert to dispatch that a new appointment is needed.
Tip: Set an alert for when a technician requests an appointment so you do not have incomplete jobs that require additional appointments. Go to Settings > Integrations > Alerts to set alerts.
All jobs have appointments: Every job you have ever booked in ServiceTitan will be updated to have an appointment to represent the visits made to a job site. If the job only had one visit, it’ll show as a job with one appointment. Every job you book moving forward will have an appointment to display and manage the job’s schedule. For more on this feature, see Book a job.
Start date, end date and duration: A job’s start date is now the date of the earliest appointment. The end date will be the end date of the first appointment, not the end date of the last appointment. The job duration will be the duration of the first appointment only and not the sum of all appointment durations. For more on this feature, see Manage jobs.
Identifying the first and last appointment: A job’s first appointment is the appointment with the earliest start date and time. If there is a tie, it will be whichever ends first. If there is still a tie, it will be the appointment created first. A job’s last appointment is the appointment with the latest start date and time, not the job that ends last. If there is a tie, it will be whichever ends last. If there is still a tie, it will be the appointment which was created last.For more on this feature, see Report on appointments: Multi-day jobs.
Status changes: We added new statuses for appointments and updated the existing job statuses.
New statuses for appointments: Scheduled, Dispatched, Working, Done, Canceled, Hold, Unused.
Updated job statuses are: Scheduled, In Progress, Completed, Hold, Canceled
Removed Statuses: Dispatched and Working are now In Progress. Once a technician is dispatched to a job, the job will transition into In Progress, and stay that way until it is completed, put on hold, or canceled. For more on this feature, see Job Records.
The Duplicate button only works with single appointment jobs: The Duplicate Job button will now only work on jobs with one appointment, as jobs with multiple appointments cannot be copied to the call booking screen. For more on this feature, see Book a Duplicate Job.
Fake jobs in the NEXT environment: When you use the Create Fake Job button in the ServiceTitan NEXT sandbox environment, each job will have one appointment, and only one technician will be assigned to that appointment. For more on this feature, see Using ServiceTitan NEXT.
Arrival window warnings: Each appointment can now have an arrival window, if you enable the Arrival Window option. When setting up appointments, you’ll receive a warning if the appointment's start date and the arrival window's start date are different to help prevent user error. If the arrival window goes into the next day, you’ll see a moon icon to alert you about an overnight window. For more on this feature, see Use Arrival Windows.
Hold and cancel updates: The following changes have been made to the Hold and Cancel options to account for appointments:
You can now place an entire job on hold or just a specific appointment.
There is a Remove Hold option for each appointment and the entire job.
You won’t be able to edit or reschedule any appointments on a job that has been canceled, you will need to remove cancellation first. For more on this feature, see Place a job on hold.
Skills verified for each appointment: For each appointment, ServiceTitan will verify that a technician’s skills match the skills required to complete the work before they can be assigned to the appointment. For more on this feature, see Skills for technicians and job types.
Customer notifications: Customer notifications will work with Appointments in the following ways:
Notifications are still turned on or off for the entire job, not per appointment.
Dispatch notifications are sent every time a technician is dispatched to a job, unless you've set up your notifications to be limited.
If you limit dispatch notifications when multiple technicians are dispatched, the customer is still notified for each appointment.
Reminder notifications will be sent out for each and every appointment on the job, except for appointments that are on hold.
There is no way to turn off reminders for specific appointments on a job. You can turn off job notifications after the first appointment, but this will impact all other notifications.
Job completion surveys will go out when a job is complete, not when each appointment is marked as done.
Job booking notifications will continue to go out when a job is booked.
You can enable a booking confirmation to be sent as you schedule additional appointments for the job. Each appointment will send a separate notification.
You can also turn off particular notifications for particular business units or job types, so check your notification settings.
For more on this feature, see Customer Notifications.
New columns in search results: We removed the Start column and added a First Appointment column, a Last Appointment column and a column showing the number of appointments on a job. This also applies to the exported files. For more on this feature, see Search and export.
Find a job by appointment: We've added appointments to the customer, location and project pages so you can quickly find a job. The jobs table is also now sorted by Last Appointment, so recent appointments are at the top of the list. A job with a single appointment will have the same first and last appointment. For more on this feature, see Search and export.
Start date filters with appointments: If you’re using filters and filtering by start date, any appointments that fall on or within the date range entered will produce one instance of the parent job in the results. This keeps jobs with multiple appointments from appearing multiple times. For more on this feature, see Search and export.
Search by appointment status: You can now search for jobs via their appointments’ status. If you are looking for jobs that have at least one appointment on Hold, use the appointment status instead of job status. For more on this feature, see Search and export.
Mobile closeout updates: When a technician is ready to leave an appointment, they will now use the Closeout button. It is at the bottom of the side menu. Done For Now and Finish have been renamed and moved there. The Closeout button is also on the invoice tab for smaller devices that can't access it in the side menu.The new options at closeout are:
Mark Myself as Done
Mark as Done (marks the entire appointment as Done)
Pause this Appointment (formerly Done For Now)
I Need Another Appointment Scheduled
Further options here include: Place this Appointment on Hold, I will schedule another appointment, Notify the office that I'll need another Appointment
Complete the Job (formerly Finish)Note: All of the above options are not always available. This depends on every use case or situation and permissions.
For more on this feature, see Closeout in ServiceTitan Mobile.
Closeout assistance: If technicians try to complete a job with technicians scheduled or appointments remaining, a warning will display. When deciding how to closeout, a technician will need to consider if there are other technicians on the appointment or additional appointments scheduled on the job. This information will be displayed on the Closeout screen. For more on this feature, see Complete the job.
Attach a manually created invoice: The list of jobs you can attach a manually created invoice to will now be a list of appointments. This means a job may show up several times, since technicians can visit the same job for more than one appointment. Technicians can choose any appointment from the job they want to attach an invoice to. Invoices are still attached to jobs, not to appointments. For more on this feature, see Appointments - FAQ.
Done For Now alternatives: Done For Now has been renamed to Pause this Appointment and has been moved. It can now be accessed by tapping Closeout on the bottom left corner of the screen. Technicians can also use Only Mark Myself as Done to leave an appointment without completing the entire job. This option is only available if there are appointments remaining on a job, or other technicians on the appointment. If it is the final appointment of a job, this option is available so long as other technicians are still on the appointment. Technicians cannot return to an appointment after using Only Mark Myself as Done. If your technicians want to leave for the day and return to the same appointment, they should use Pause this Appointment. For more on this feature, see Pause an appointment.
All Jobs tab shows appointments: Appointments now show up in the All Jobs tab on the ServiceTitan Mobile app. All filters now apply to appointments instead of jobs. On each appointment card, the technician will see:
Client name, job type and number, job summary, location and tags
Appointment date, time, and status
A View Job button which takes a technician to the appointment screen.
For more on this feature, see Overview in ServiceTitan Mobile.
History tab shows appointments: The History tab in ServiceTitan Mobile now shows appointments marked as Done or Hold. All filters now apply to appointments instead of jobs. Since a job can have many appointments, you may see the same job number show up multiple times. The tab shows each appointment's date and time to help you differentiate. For more on this feature, see Use the History tab.
Work must be scheduled for online estimates: Technicians must decide if they are going to perform work now or later on any estimates sold online using the contactless experience. Technicians are prevented from tapping Complete Job until an option is selected. Previously, if a technician didn't make a selection, it would default to perform work later. For more on this feature, see Complete the job.
Job duration visible: Technicians can now see if additional appointments are scheduled on a job when they use Closeout. They will not be able to see which technicians are scheduled on those appointments. For more on this feature, see Complete the job.
Invoice history shows last appointment date: When looking at past invoices in the mobile History tab, the Job tab will now show the date of that job’s last appointment instead of the date the job was created. For more on this feature, see Use the History tab.
Additional dispatch board alerts: We have added more alerts to the dispatch board, since actions technicians can take are changing with Appointments. This helps dispatchers know about anything they may need to address. Additional alerts include:
Not Completed—This alert pops up when all appointments on a job are done but the job wasn’t marked as completed.
Appointment Requested—Appears when a technician requests a new appointment on a job. The alert appears on the right side of the dispatch board and in the Job Tray. You can also create an email and/or SMS alert.
Completed Early—Appears if a technician marks a job as complete and that job still has unfinished appointments on it. This alert gives you the option to reopen the job if it was completed by mistake.
For more on this feature, see Use alerts.
Dispatch alerts sent per appointment: All alerts related to technicians have been modified to go out with each appointment. For more on this feature, see Use alerts.
Job completion date on unsold job alerts: We’re making unsold job alerts easier to identify by adding the job completion date to alert messaging. With appointments, there can be many dates and times associated with a job. For more on this feature, see Use alerts.
Appointments in the Job Tray: You will now see appointments in the Job Tray. For example, if a job has three appointments, you will see those three appointments in the Job Tray instead of one single entry for the job. We have also changed the historical view from 100 days to 30 days for improved performance. For more on this feature, see Use the Job Tray.
See job progress on the dispatch board: With this release, you will now see a fraction on each appointment bubble with the current appointment number and total number of appointments. For example, 2/5 will appear on the second appointment of a job with five appointments. For more on this feature, see Use the Dispatch Board.
Appointments rescheduled by technicians are closed: When a technician reschedules an appointment, another appointment will now be created on the job rather than changing the date and time of the current appointment. This is to maintain a record of past job site visits on your dispatch board. For more on this feature, see Reschedule a Job.
Appointments put on hold by technicians are closed: When a technician puts an appointment on hold, another appointment will now be created rather than hold the current appointment. The new appointment will be placed on hold until it’s time to resume work. This is good to maintain a record of past job site visits on your dispatch board. For more on this feature, see Place a job on hold.
Managed-technician timesheet rules with appointments: If you are on Managed-Technician pricing, for non-zero dollar jobs, in most scenarios you will have to continue to assign a managed-technician to an appointment before you assign a helper to that same appointment. For more on this feature, see Managed technicians vs. non-managed technicians.
Note: You will not need to update your permission settings for any of the renamed permissions. All new permissions are off by default.
Job Filter is now Appointment Filter: The appointment filter will determine how many appointments a technician can see in the mobile app. For more on this feature, see How to set permissions for an employee or technician role.
New mobile permissions: There are two new mobile permissions:
Request an additional appointment for a Job: This gives technicians the ability to ask the office to schedule a new appointment on a job for them.
Lead Technician Actions: This gives selected technicians the ability to end an appointment for all technicians working on it.
For more on this feature, see the Technician permissions section of Close out appointments in ServiceTitan Mobile.
Mobile permission changes: Done For Now Access has been renamed to Pause on an Appointment, Reschedule Job is now Schedule additional appointments on a Job. Clock In And Out and Self Dispatching have not changed. For more on this feature, see How to set permissions for an employee or technician role.
New employee permissions: Create appointments on a job gives employees the ability to add appointments to a job. For more on this feature, see How to set permissions for an employee or technician role.
Employee permission changes: Add Appointment is now Add non-job event, Edit Appointment is now Edit non-job event. For more on this feature, see How to set permissions for an employee or technician role.
Calls regarding appointments are excused: Calls that result in an appointment being added or edited will now be automatically marked as excused. This way, performance metrics are not affected. For more on this feature, see Handle abandoned calls and unbooked calls.
Filter updates: The job start date filter was replaced with an appointment date filter. Now, when filtering estimates by start date, any appointments that fall on or within the date range entered will produce one instance of the parent job in the results. This keeps jobs with multiple appointments from showing up multiple times. For more on this feature, see Basic estimate workflows in ServiceTitan.
Opportunity card improvements: We made updates to opportunity cards to reflect the changes Appointments brings in this release. When filtering by appointment date, your opportunity cards now:
Show the first or only appointment date
Contain messaging to let you know if there are other appointments on the job that fall under a selected date range filter
Have labels to easily identify the different dates on the card
Have consistent date formatting throughout
For more on this feature, see Basic estimate workflows in ServiceTitan.
Finish trigger changed to Complete the Job trigger: Forms triggered when a technician taps the Finish button are now triggered by the Complete the Job button. With the new Appointments feature, the job closeout process no longer uses the Finish button. All existing forms using Finish button triggers are automatically updated with Complete the Job button triggers. For more on this feature, see Set up Form triggers.
Payroll and timesheets
Job timesheets now include appointment details: Each entry on a job timesheet is now automatically associated with an appointment on the job, giving you greater visibility on technician activities. If you manually create or edit a job time sheet, you can assign the corresponding appointment for each entry from a dropdown. For more on this feature, see Payroll and timesheets.
Appointment reporting with Jobs report template: You can now report on appointments attached to jobs with the Jobs report template. New date filters include appointment-related dates as well as job-related dates. New report columns include:
Total Appointments—Count of all active appointments attached to the job
First Appointment Date—Date of the first appointment on the job
Next Appt Start Date—Date of the next scheduled appointment
Next Appt Start Time—Time of the next appointment
Next Appt Technicians—Technicians assigned to the next appointment
Next Appt Confirmed—Whether the next appointment is confirmed or not
Last Appt Date—Date of the most recent appointment that’s occurred
Last Appt Technicians—Technicians assigned to the most recent appointment
Missed Appointments—Count of scheduled appointments that have not been dispatched or worked on
Unused Appointments—Count of appointments with the status Unused
Appts On Hold—Count of appointments with the status On Hold
Appt Hold Reasons—Reason given for On Hold appointments
Appt Paused Technicians—Names of technicians on appointments with the status Paused. Note: The appointment status Paused replaces the job status Done for Now.
Appointments to Date—Count of all active appointments within date filters
The following column has been renamed:
Done for Now is now Paused
For more on this feature, see Run custom appointments reports.
New built-in reports for appointments : The Appointments report and Jobs with Upcoming Appointments report are now available on the Reporting home screen. Use the Appointments report to view appointments-based metrics. The Jobs with Upcoming Appointments generates a list of upcoming job appointments. For more, see Appointments report and Jobs with Upcoming Appointments report.
Filter Jobs reports by appointment date: The Jobs report template allows you to apply date filters by Jobs with Appt Date. This reports on jobs with at least one appointm