Overview
Work summaries provide a structured way for technicians to document their work on multi-day or multi-technician jobs. Each technician can create their own appointment summary without overwriting others’ notes, forming a complete chronological log of all job activity. Office staff can review, edit, and compile these entries into a single work summary, which can be enhanced using AI to create polished, customer-facing reports. This helps improve job tracking, simplifies invoicing, enhances documentation accuracy, and supports transparent customer communication.
Who uses this feature
Administrators and office employees
Primarily for Commercial Service and Commercial Construction business types
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
You must have the following features enabled to use this feature. Contact your customer success manager (CSM) or Technical Support for details.
Things to know
Appointment summaries are per technician, per appointment, meaning each technician can document their work completed for each appointment.
Work orders are sent as PDF files attached to your email, similar to when you send out your invoices.
Work orders can be sent independently or attached to an invoice.
How it works
For technicians using the Field Mobile App
Technicians have tools to manage work summaries for each appointment:
Technicians can create and edit an individual appointment summary for each appointment they are assigned to.
Their summary is added to a chronological log for the job and will not overwrite summaries from other technicians.
When technicians arrive at a job, they can review a read-only list of all previous appointment summaries submitted by other technicians, giving them full context on what work has already been done.
Technicians can use the Enhance with TI button to help polish their notes, improve grammar, and create a more professional summary before submitting.
Office staff can set appointment summaries as required. If so, the Field Mobile App will indicate this, and technicians will be prevented from closing out the job until they enter a summary.
Technicians can review the final summary with the customer on-site and capture their digital signature to acknowledge the work performed.
Technicians can add or update summaries even when offline. The app will automatically sync the changes when they regain connectivity.
For more, see:
Generate work summaries using TI in the ServiceTitan Field Mobile App
Use Template Manager for work orders in the ServiceTitan Field Mobile App
For office staff
Viewing and managing appointment summaries
On the Job screen, go to the Appointments section to see all technician summaries in chronological order.
You can edit any technician’s summary to fix errors or add details. Every change is tracked in the audit log.
If a technician forgets to enter notes, you can create a summary for them by selecting their name, however the audit log will show that you added it.
Creating the final work summary
The Work Summary field combines all technician notes into a single, customer-facing report. You can manually type or edit the summary anytime.
Click Populate with Appointment Summaries to pull in all technician entries automatically.
Use Generate with TI to generate an AI-polished summary from the combined notes. Always make sure to review and make necessary edits before saving.
Configuration and settings
In Settings, you can require technicians to complete summaries or collect customer signatures before closing a job.
You can also set rules for AI-assisted summaries to control tone, length, and keywords so the output matches your brand voice.
Invoicing and customer communication
You can include the final work summary on invoices, just like Job Summaries.
Both individual appointment summaries and the final work summary are available in the Document Template Editor (DTE) for forms and customer communications.
Manage appointment summaries
Go to the job record you want to manage.
On the Job screen, go to the Appointments.
If a technician has submitted an appointment summary, there will be a list of all submitted appointment summaries with their notes in addition to the name of the technician and timestamp.
Click Edit
to make changes to the appointment.
From here you can edit the appointment and add, edit, or remove individual technician’s summaries.
When finished, click Save.
Add or update a work summary
Go to the job record you want to update.
On the Job screen:
If a Work Summary does not already exist, click + Add Work Summary.
If a Work Summary already exists, click Edit
to update it if needed.Note: The Work Summary field can be leveraged for display on work order documents, which are managed through Template Manager.
To add or update a work summary, the following options are available:
Manually type in a summary of the work completed.
Populate with existing technician summaries.
Generate with TI. This uses AI to read all the aggregated technician notes and generate a clean, concise, customer-facing summary. You can review and edit this AI-generated summary before saving.
When finished, click
to save.
Send work orders
Search for and go to the job record you want to send a work order for.
On the Job screen, click Email
.
On the Email Work Order screen that opens, select the work order Template you want to use.
In Append Forms to Work Order, select the forms you want to include in your work order.
Note: Information entered in these forms are added to the work order.
Enter the sender information in the From fields.
Select or enter the email address you want to send the work order to.
Enter a Subject for the email.
In the Body field, enter a message for your email.
When finished, click Send.
Send an invoice and attach a work order
Search for and go to the invoice record you want to attach a work order with.
On the invoice record, click Email
.
On the Email Invoice screen that opens, select the Invoice Template you want to use for the invoice.
Select the Work Order Template for the work order.
In Append Forms to Work Order, select the forms you want to include in your work order.
Note: Information entered in these forms are added to the work order.
Select Consolidate Invoice & Work Order into a single PDF if you want to send one PDF attachment.
Enter the sender information in the From fields.
Select or enter the email address you want to send the work order to.
Enter a Subject for the email.
In the Body field, enter a message for your email.
When finished, click Send.