Overview
After Dispatch Pro is enabled, live, and running in your ServiceTitan account, use the troubleshooter tool on individual job appointments that didn't end up where you expected. This helps you effectively troubleshoot and address any issues. If needed, you can also report issues through the troubleshooter. This provides our team with important information when your issue requires further assistance.
Who uses this feature
Administrators, managers, and dispatchers
Primarily for Residential Service and Replacement business types
Feature configuration
To get started with Dispatch Pro, review pricing and select your package here. You can also request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Certain permissions are required to set up and manage Dispatch Pro. To have these enabled, please contact the account administrator on your team. For more, see the Required permissions section of Dispatch Pro.
Things to know
The troubleshooter is available for all job appointments, even if the job is locked or removed. It's also available on job appointments that have non-Dispatch Pro enabled job types.
The troubleshooter is designed to help you with job appointment assignments. For help with specific settings, see Dispatch Pro Settings overview and Best practices playbook: Maximize Dispatch Pro.
If you receive a No Issues Found message after running the troubleshooter, this means no specific issues were found for the selected job appointment and technician. Assigning this job appointment differently might bring more value to your company.
For example, No Issues Found could mean the selected technician might not be available at this time, has other job appointments assigned, or doesn't have an assigned shift.
When you receive No Issues Found, we also recommend that you review the projected value, powered by Titan Intelligence (TI), next to the technician's name within the troubleshooter results. The technician in question might have a lower estimated value than the technician that was assigned.
Note: Since Dispatch Pro optimizes the whole Dispatch Board, not individual technicians, it's possible for a job appointment to get assigned to a technician with a lower projected value if it frees up a technician with better performance for higher-value jobs.
Best practices
When Dispatch Pro doesn't seem to be assigning job appointments as you expected, use the troubleshooter before contacting support. Many issues can often be resolved through the troubleshooter.
Use cases
For example:
You just enabled Dispatch Pro, and your team has started booking new job appointments for the day. After waiting for Dispatch Pro to pick up those job appointments, you still see some of them listed in the Unassigned tab of the Job Tray, below the Dispatch Board. Use the Troubleshooter on those job appointments to determine why Dispatch Pro didn't pick them up.
Dispatch Pro is enabled and running, but one of your technicians isn't getting job appointments assigned to them. Use the Troubleshooter to determine why that technician isn't getting assignments.
Dispatch Pro assigned a job appointment to a technician, but you feel that appointment should have been assigned to a different technician. Use the Troubleshooter to determine why that happened.
Locate the troubleshooter
There are two ways you can access the troubleshooter:
From the Job Details Flyout: This option is available for everyone who uses Dispatch Pro.
From the Dispatch Board: This option might not be available if you're using an older version of Dispatch Pro. If you don't see this option and want to learn more, reach out to your Customer Success Manager (CSM) about upgrading to the latest version of Dispatch Pro.
Open the troubleshooter from the Job Details Flyout
To open the troubleshooter from the Job Details Flyout:
Go to the navigation bar and click Dispatch
.On the Dispatch Board or in the Job Tray, locate and select the appointment you want to troubleshoot.
On the Job Details Flyout that opens, click Dispatch Pro > Troubleshoot Dispatch Pro.
Tip: Review any alerts and recommended actions shown in the Dispatch Pro tab before clicking Troubleshoot Dispatch Pro. These alerts and recommendations might help you resolve your issue.
After you click Troubleshoot Dispatch Pro, the Troubleshoot: Job # screen opens for the job appointment you selected.
For how to run the troubleshooter, see the Run the troubleshooter section below.
Open the troubleshooter from the Dispatch Board
To open the troubleshooter from the Dispatch Board:
Go to the navigation bar and click Dispatch
.At the top of the Dispatch Board, click Dispatch Pro > Troubleshooter.
On the Troubleshooter screen that opens, enter the job number, or the full job and appointment number if you have it, then click Search.
Note: Only enter the job number or job and appointment number. For example, you can enter 4878464-1 for a job and appointment number. If you add # before the number, search results won't populate.
Note: If you only enter a job number, the troubleshooter searches for all jobs and appointments that start with that number and displays the first 100 results.
In the search results that populate, locate the appointment you want to troubleshoot and click Troubleshoot next to it.
The Troubleshoot: Job # screen opens for the job appointment you selected.
For how to run the troubleshooter, see the Run the troubleshooter section below.
Run the troubleshooter
Whether you open the troubleshooter from the Dispatch Board or from the Job Details Flyout, the Troubleshoot: Job # screen is the same.
The troubleshooter reviews the run that correlates with the time you specified—or the last successful run if no time was specified—and returns reasons explaining why technicians weren't picked for the job appointment.
To run the troubleshooter for your selected appointment, take the following steps on the Troubleshoot: Job # screen:
Click the Job History Logs dropdown and select the event for the date and time you want to troubleshoot.
Note: If you don't select an event from the Job History Logs dropdown, the Date and Time fields automatically populate with the current date and time, directing the Troubleshooter to pull data from the last Dispatch Pro run.
Use the Technician Name field, or filters below it, to locate the technician or group of technicians you wish could have been assigned to this job appointment.
Select the technician, or click Select All if you want to select all technicians within your search or filter results.
Note: If you don't select any technicians, the troubleshooter runs for all Dispatch Pro-enabled technicians after you click Troubleshoot.
When finished, click Troubleshoot.
On the screen that opens, read the alerts to understand what the troubleshooter found.
Within each alert, you can click the recommended action buttons. This takes you to the specific setting the troubleshooter suggests adjusting.
When finished, go back to the Troubleshoot: Job # screen and click Done.
Report an issue
If after running the troubleshooter you find that you still need further assistance, you can also report an issue. This provides our team with important information when your issue requires further assistance. To report an issue:
Follow the steps to open and run the troubleshooter.
After you click Troubleshoot, read through the recommendations.
If after reading and following the recommendations your issue still isn't resolved, click Report an Issue.
On the pop-up that opens, enter the required details for your issue, as indicated by the Asterisk * symbol, then click Submit to send it to our support team.
