Overview
RFIs (Request For Information) and Change Order Requests can be created and managed from the project screen in ServiceTitan. This ensures your teams stay organized and avoid delays when dealing with changes or questions on a larger project.
Who uses this feature
Administrators, accountants, bookkeepers, and managers
Primarily for Residential Construction and Commercial Construction business types
Applies to all trades
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
All newly created RFIs and Change Order Requests start in the Draft status.
RFIs and Change Orders only appear if the Project Type's settings have them enabled.
Create RFIs on projects
To create new RFIs in ServiceTitan:
Go to the project you want to create RFIs for.
In the side panel, go to RFIs.
Click Add RFI.
Enter a Task Subject.
Select a Due Date and Priority from the dropdowns.
Select Yes, No, or Maybe from the Schedule Impact and Cost Impact dropdowns.
Enter a Question.
(Optional) Add subtasks by entering them and clicking Confirm.
(Optional) If you want to add images or text files to the RFI, click Upload Files and select the files from your device.
Select an associated project record from the dropdown.
When finished, click Add RFI. The RFI is created and its status defaults to Draft.
Manage RFIs on projects
To view and manage RFIs in ServiceTitan:
Go to the project you want to create RFIs for.
In the side panel, go to RFIs.
Filter the RFI list by clicking Task Status or Task Priority. You can also filter the list by clicking Total, High Priority, Overdue, Draft, Open, or Closed.
Click the RFI you want to review or edit.
Click any field to make changes.
Click the checkbox to complete any subtasks.
Click the Status dropdown and select one of the following:
Draft: The RFI is still being edited.
Sent: The RFI has been sent to at least one other person or organization for review.
Responded: The RFI has been reviewed by at least one other person or organization and they have responded.
Closed: The RFI is finished.
(Optional) If you'd like to create a Change Order Request for this RFI, click More and select Create Change Order.
Tip: Creating Change Order Requests (COR) from the RFI is especially important if the response to the RFI makes it clear that the scope of work has increased and additional resources or payment is required. The created COR is then linked to this RFI, which helps reduce confusion or disputes between you and the RFI recipient in the future.
(Optional) If you'd like to convert the RFI to PDF, click More and select Download PDF.
When finished, click Close to exit out of the RFI.
Create Change Order Requests on projects
To create new Change Order Requests in ServiceTitan:
Go to the project you want to create Change Order Requests for.
In the side panel, go to Change Orders.
Click Add COR.
Enter a Subject.
Select a Due Date and Priority from the dropdowns.
Enter a Description and Scope of Work.
(Optional) Add subtasks by entering them and clicking Confirm.
(Optional) If you want to add images or text files to the RFI, click Upload Files and select the files from your device.
Select an associated project record from the dropdown.
When finished, click Add COR. The Change Order Request is created and its status defaults to Draft.
Manage Change Order Requests on projects
To view and manage Change Order Requests in ServiceTitan:
Go to the project you want to create Change Order Requests for.
In the side panel, go to Change Orders.
Filter the COR list by clicking Task Status or Task Priority. You can also filter the list by clicking Total, High Priority, Overdue, Draft, Open, or Closed.
Click the Change Order Request you want to review or edit.
Click any field to make changes.
Click the checkbox to complete any subtasks.
Click the Status dropdown and select one of the following:
Draft: The Change Order Request is still being edited.
Sent: The Change Order Request has been sent to at least one other person or organization for review.
Responded: The Change Order Request has been reviewed by at least one other person or organization and they have responded.
Approved: The Change Order Request has been approved and a Change Order is going to be created.
Rejected: The Change Order Request has been rejected and isn't going to move forward.
(Optional) If you'd like to convert the Change Order Request to PDF, click More and select Download PDF.
When finished, click Close to exit out of the Change Order Request.
View Budget Changes on projects
After you've created Change Order Requests, you can view the resulting Change Orders from the project screen. To see Budget Changes:
Go to the project you want to view Change Orders for.
In the side panel, go to Change Orders.
Click the Budget Changes tab.
Any project estimates that are marked as Change Order appear in this list. For more information, see Create a change order.
Use messages and emails to communicate on RFIs and Change Order Requests
After an RFI or Change Order Request is created, you can send it to other ServiceTitan users at your company or to external sources through email.
Use Chat on RFIs and Change Order Requests
Open the RFI or Change Order Request.
Click the Chat tab.
(Optional) If you'd like to send the message to someone specific, enter in a @ and select the recipient.
Enter your chat message and click Send now.
Tip: You can also attach files and format your text using the toolbar.
Use Email on RFIs and Change Order Requests
Open the RFI or Change Order Request.
Click the Email tab.
Click Compose Email.
Click the To field:
If you'd like to send an internal email, select another user from the list.
If you'd like to send an external email, manually enter in the appropriate email address and press Enter on your keyboard.
Enter a subject and write the email.
When finished, click Send now.
Tip: You can also attach files and format your text using the toolbar.
When the email is responded to, it appears in the RFI or COR Email tab as a threaded email response to the original email sent. This ensures the conversation is contextual to that RFI or COR and you don't have to open your external email inbox to see it.