Overview
Use conditional logic in forms to create forms that respond when technicians fill them out. For example, if a technician responds to a question indicating there is no AC unit present, then all questions about air conditioning will be hidden. You can also use conditional logic in forms to automatically apply tags, enabling you to drive a variety of actions and workflows.
Who uses this feature
Administrators and office employees
Applies to all business types
Feature configuration
Account configuration is required to use this feature. To update your account, please contact your success or implementation manager.
Things to know
Conditional logic is only compatible with standard ServiceTitan forms. Uploaded PDF forms are not supported.
You can control which fields or sections are shown when your form first opens.
If required fields become hidden, those fields are no longer required.
You can add relevant tags to job, location, customer, or equipment records based on conditional logic in a form.
When a form is exported or duplicated, the conditional logic goes with it.
In the mobile app, when you open a form, there is an indicator on any form with conditional logic.
You can test your forms in preview mode.
Benefits
By using conditional logic in your forms, you can:
Improve admin efficiency
Configure fewer forms and save time
Receive complete and accurate information from the field
Improve operational efficiency
Technicians fill out the correct forms
Technicians save time by answering only relevant questions
Reduce manual work through automatic tagging
Understand conditional logic in forms
Please review this section so you fully understand conditional logic before you use the feature. Conditional logic uses if-then rules to show or hide sections on a form based on how you respond to a question. That means if you respond a certain way and meet a condition, then a rule is applied.
Initial Display: This is where you set up how your form will look when it’s first opened. Using the dropdown, you select the fields and sections that you want displayed. You can start with everything displayed and then hide parts of the form as questions are answered, or you can start with most of the form hidden and show sections or fields as they become necessary.
Rule: The rule is the conditions that need to be met and the action triggered if those conditions are met. The rule section has subsections for IF, WHEN and THEN.
IF: In the IF section you set up the conditions that will trigger the action. You can add more than one condition. Choose the Field from your form that will trigger the action, the Condition that needs to be met, and the Value. For example, if you want to hide questions about chimney inspections if there is no fireplace then you would choose the Field that asks if there is a fireplace, set the Condition to Is Equal To and the Value to No. The Value field is not used in all scenarios.
When: In the When section you decide if the action is triggered only when All of the conditions are met or when Any of the conditions are met.
Then: The THEN section is where you tell your form what to do if conditions are met, specifically whether to hide or show a section or field. For example, if there is a fireplace in a home then show questions about chimney inspections. You can add more than one action here. In future releases, we will expand the list of actions supported to include actions such as adding a tag to a job or adding a task for an office user using task management.
Create a form with conditional logic
You can add a new form or edit an existing form to add conditional logic.
Add a form or click Edit on a form that has already been created.
Click Add Conditional Logic on the edit form screen.
Click the dropdown next to Only Show and select the sections or fields you want to show when the form is first opened. You can use All or None at the bottom of the dropdown to select or deselect all options.
Click Add Rule.
Click the Field dropdown and select a field from your form to base the rule on.
Click the Condition dropdown and select a condition:
Is Equal To: If what is entered into the selected field is equal to the selected value, the condition is met.
Is Not Equal To: If what is entered into the selected field is not equal to, or is anything other than, the selected value, the condition is met.
Is Greater Than: For use with numbers. If the response is greater than the value selected, the condition is met.
Is Greater Than Or Equal To: For use with numbers. If the response is greater than or equal to the value selected, the condition is met.
Is Less Than: For use with numbers. If the response is less than the value selected, the condition is met.
Is Less Than Or Equal To: For use with numbers. If the response is less than or equal to the value selected, the condition is met.
Is Filled: If the selected field has anything entered in it, the condition is met.
Is Empty: If the selected field is left empty, the condition is met.
Click the Value dropdown and select a value if your condition is based on a value.
If you want more conditions, click Add Condition.
Next to When, select if All or Any of the conditions need to be met for the rule to apply.
The Show or Hide Questions option is default selected:
If you select Show or Hide Questions, then use the dropdown to select a section or field that will be shown or hidden if the condition is met.
If you select Add Tags, then select tags from the dropdown and where they should be applied. You can view added tags on job, customer, location, or equipment. For more, see Add tags using conditional logic in forms.
If you want any more actions to be a part of this rule, click Add Action.
If you want to add more rules to the form, click Add Rule.
Click Preview to test your form.
Click Save Draft if you want to save your work and come back later. If you are done with your edits, click Save & Publish. To undo your changes, click Delete Draft.
Edit conditional logic
Go to the top toolbar and click Settings
.In the side panel, click Operations > Forms.
Next to the form you want to edit, click the Actions dropdown and select Edit.
Click Add Conditional Logic.
Click anywhere on the rule card to enter Draft mode.
Click the Only Show dropdown to edit what is initially displayed on your form.
Click the trash to delete a rule.
If there is more than one Then statement under Show or Hide Questions or Add Tags, click close X to remove a Then statement.
Click + Add Action to add a new Then statement.
For Show or Hide Questions, you can add a maximum of two Then statements under one rule - one each for Show and Hide.
Click Add Rule to add a new rule.
Tip: To view your published version while editing, click Published on the left sidebar.
Click Save Draft if you want to save your work and come back later. If you are done with your edits, click Publish. To undo your changes, click Delete Draft.
Want to learn more?
Visit ServiceTitan Academy and enroll in Conditional Logic in Forms.
See Forms