Create and edit workflow task templates

Overview

Task templates let administrators build reusable sets of tasks for the Production Queue and Insurance Sales Queue. You can now create, edit, and organize templates directly in ServiceTitan Settings. This saves time and keeps your team's workflows consistent across every job.

Things to know

• Task templates are available for two queue types: Production Queue and Insurance Sales Queue.

• Templates use Duration (a number of days) instead of fixed due dates, so each task's deadline is calculated when the task becomes active.

• Tasks within a template can have dependencies. A dependent task becomes active only after all of its blocking tasks are completed.

• Deactivating a template removes it from the Apply Task Template dropdown but keeps it visible in Settings. You can reactivate it at any time.

• Deleting a template is a soft delete — the record is archived and recoverable. Contact Technical Support to restore a deleted template.

Best practices

• Use the ServiceTitan library templates as a starting point when creating your first Production or Insurance template. They include pre-built tasks that cover standard workflows and are faster to customize than building from scratch.

• Save a new template as Inactive while you're still building it out, then activate it when it's ready to use.

• For sequential workflows, set each task to be blocked by the previous one. This creates a step-by-step chain where each task unlocks the next.

• Duplicate an existing template when you need a variation — for example, adapting a Production template for the Insurance queue. Rename the copy immediately to avoid confusion.

Grant task templates permissions

Before an employee can create or edit templates, you must assign them the correct permission through their role.

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Role Permissions.        

   Note: You can also update the permission by individual employees, go to Settings > People > Employee and update the permissions.

3. Click Edit next to the role you want to update.

4. Find the Create and Edit Task Queue Templates permission and select it.

5. When finished, click Save.

Tip: Updating permissions through Role Permissions applies the change to all employees in that role at once. For more, see Set permissions for an employee or technician role.

Access Workflow Templates

1. Go to the top toolbar and click Settings .

2. In the side panel, go to Workflows > Workflow Templates. The Workflow Templates page opens, showing all existing templates for your Production and Insurance queues.

Create a task template

You can start from a pre-built library template or build one from scratch.

Option 1: Start from a library template

Starting from a library template is the recommended approach, especially for new accounts.

1. On the Workflow Templates page, click Create > Start from Library. 

2. In the Task Template Library pop-up, select the template you want to use as a starting point. ServiceTitan provides two pre-built production templates:        

   1. Production Queue Template: Includes approximately 11 pre-built tasks that cover a standard production workflow.

   2. Insurance Queue Template: Includes approximately 20 pre-built tasks designed for a standard insurance workflow.

3. Update the Title, Template type, Description, and Active toggle as needed. 

4. Add, edit, or remove tasks to match your workflow. For more, see Add tasks to a template section later in this article. 

5. When finished, click Save.

Option 2: Start from scratch

1. On the Workflow Templates page, click Create > New Template. 

2. Fill in the template details:         

   1. Name your template: The name of the template

   2. Task Template Type: Production or Insurance task type

   3. (Optional) Template description: A brief summary of what this template is for

   4. Active toggle: Status of the template. Set to Inactive while building, switch to Active when the template is ready to apply to jobs.

3. Click Add Task to build out the task list. For more, see Add tasks to a template section later in this article. 

4. When finished, click Save.

Add tasks to a template

1. In the template editor, click Add Task. The task drawer opens. 

2. Fill in the task details:         

   1. Task Name: The name of the task

   2. Assignee: User the task is assigned to

   3. Duration: The number of days until the task is due, calculated from when the task becomes active

   4. Work Stage: The stage this task belongs to

   5. Description: Optional details about the task

   6. Subtasks: Any subtasks nested under this task

   7. Dependencies: The tasks this task is blocked by or blocks

3. Click + Add Subtask to add subtasks under the main task.

4. (Optional) Click + Add Dependency to set a dependency.        

   Note: A task becomes active immediately if it has no dependencies. If it has dependencies, it becomes active once all blocking tasks are completed.

            

   1. Select the Dependency Type:                

      1. Blocks

      2. Blocked by

   2. Select the Task Name.

   3. Click Add.

5. After you're done, click Save in the task drawer.

6. Repeat steps 1–5 for each task you want to add.

7. When finished, click Save on the template.

Manage existing templates

From the Workflow Templates page, each template card has a menu with the following options.

1. Edit a template

2. Duplicate a template

3. Deactivate or reactivate a template

4. Delete a template

Edit a template

1. On the template card, click Moreand select Edit. 

2. Update the title, description, type, active status, or any of the tasks as needed.

3. When finished, click Save.

Duplicate a template

1. On the template card, click More and select Duplicate. A copy of the template is created with Copy in the template name.

2. Rename it, and make your adjustments as needed.

3. When finished, click Save.

Deactivate or reactivate a template

1. On the template card, click More and select Deactivate to hide the template from the Apply Task Template dropdown.         

   Note: Deactivated templates remain visible on the Workflow Templates page at the bottom of the list. They are not deleted.

2. To make a deactivated template available again, click More and select Activate.         

   Note: If a template is not active, you can see Deactivated on the template card.

Delete a template

1. On the template card, click More and select Delete. 

2. On the Delete template? pop-up, click Delete to confirm the deletion of the template.        

   Note: Deleted templates are archived, not permanently removed. Contact Technical Support if you need to recover a deleted template.

Search and filter templates

Use the controls at the top of the Workflow Templates page to find specific templates.

• Search by title — type any keyword to find a template by name.

• Filter by type — show only Production or only Insurance templates.

• Filter by status — toggle between Active and Deactivated templates.

Want to learn more?

• See Use tasks in the Production Queue

• See Use tasks in the Insurance Queue

• See Set up the Insurance Queue task template