This article explains the recommended workflow for when you've bypassed a batch or have locked imported data, invoices, or payments and need ServiceTitan to unlock them for editing and re-exporting.
Things to know
If you have bypassed a batch and would like for ServiceTitan to unlock the batch, we advise that you manually add the items from the batch in your accounting software. This is the most effective way to prevent duplicates from occurring due to re-exporting the same data.
To verify whether an invoice has been bypassed or imported to ServiceTitan, administrators should contact Technical Support. The bypassed or imported invoice can be unlocked.
Technical Support can't unlock the exported batches. To unlock them you should bypass the invoice or payment associated with them.
Before contacting Technical Support, make sure the transactions in the batch are not exported. You can check if a transaction has been exported by viewing the audit history for the transaction in QuickBooks. The audit history will show if a transaction has been exported. For more, see How to view transaction changed in the audit history.
When contacting Technical Support, you must be an assigned Admin in ServiceTitan to get the imported or bypassed data unlocked. If you are not an Admin in ServiceTitan, an Admin must be present and prepared to PIN verify.
Workflows
Reach out to the ServiceTitan Support team
In cases where unlocking a bypassed batch, imported data, invoices, or payments needs to be done:
Contact the ServiceTitan Support team. For more information, see Contact Technical Support.
Please be prepared to do the following:
Provide your ServiceTitan account PIN number.
Agree to the terms of our consent form: "We are confirming that this action is being taken at your direction and that you have sole responsibility for ensuring that the appropriate financial changes are being made in QuickBooks. ServiceTitan is unable to assist with or verify that these changes are made in QuickBooks, and therefore assumes no liability."
After you agree to the terms of the consent form, we will unlock your Batch so that you can export the Batch to your accounting software.