Use Technician Shifts

Overview

With Technician Shifts, you can add the shifts you expect your technicians to be working, on call, or taking off. After you add a shift, the schedule is shown on the Dispatch Board as a color-coded bar. This helps dispatchers know which technician is scheduled on what day and during which times.

Who uses this feature

Dispatchers and CSRs
Applies to all business types

Feature configuration

Account configuration is required to use this feature. Please contact Technical Support for details.
The View technician shifts, Edit technician shifts, and Allow bulk deletion of technician shifts are required to use these features. Please contact the account administrator on your team.

Things to know

If you have both Open Capacity Planning and Technician Shifts enabled, technicians must have regular shifts added to both features to count towards the total open capacity. Set up the technician's typical working hours in Open Capacity Planning, and then set them up in Technician Shifts.
Regular shifts don't affect Clock-in/Clock-out, Timesheets, Check-in/Check-out, or Payroll Reports. Time off shifts, however, will affect Timesheets and Payroll Reports.
Shifts can overlap. In order of priority, time off takes first precedence, then regular shifts, then on-call shifts.
Time off can't be entered as an overnight shift.

Best practices

If you have Technician Shifts enabled, use it instead of non-job events to add time off, and use non-job events for actual appointments that are work-related but not directly related to a job, like truck maintenance and meetings.

Understand shift types

In ServiceTitan, there are four types of technician shifts:

Regular Shift: When a technician is expected to be working on a given day. These are also sometimes called Working, Available, or Normal shifts.
On-Call Shift: When a technician is expected to respond to urgent calls outside of their normal working hours.
Overnight Shift: When a technician is expected to be working overnight on a given day.
Time Off Shift: When a technician has planned time off and it requires a timesheet code.

Any time a technician's schedule isn't covered by one of these shift types, it's considered off-duty time for that technician. You don't need to create time off periods for regular off-duty hours. You are also free to schedule shifts during off-duty hours.

For example, if a technician works from 8:00 AM to 6:00 PM every weekday, their shift should be marked for those times Monday through Friday. Any time between 6:00 PM and 8:00 AM is automatically considered off-duty time for them.

View technician shifts

Technician shifts appear on the Dispatch Board as a color-coded bar:

Orange: On-call shift.
White: Regular or overnight shift.
Gray: Time off shift.
Note: Only time off shifts show the name of the shift on the Dispatch Board.

Image showing technician shifts on the Dispatch Board as a color-coded bar.

You can view shifts in more detail on the Technician Shifts screen:

Go to the navigation bar and click Schedule.
On the screen that opens, click the Technician Shifts tab.

Cursor clicking the Technician Shifts tab.

The Technician Shifts screen uses the same color-coding as the Dispatch Board and shows additional details about each technician's shifts.

Image showing the Technician Shifts screen that uses the same color-coding as the Dispatch Board and shows additional details about each technician's shifts.

On the Technician Shifts screen, you can also filter your view by Date Range, Business Units, Technicians, and Shift Types.

Image showing filters you can use to filter the view on the Technician Shifts screen.

Create an on-call, overnight, or regular shift

Note: When you create shifts using the repeat option, you create a series of duplicate shifts treated as individual shifts. This means that deleting or editing one shift will not change any of the other shifts you created as part of the repeat.

Go to the navigation bar and click Schedule.
On the screen that opens, click the Technician Shifts tab then click Create Shift.
Select if you want the shift to be On Call or Overnight, or leave the selection blank if you want it to be a Regular shift.
Add a title, start date, start time, and end time for the shift. The shift length updates automatically based on the date and times you input.
If the shift repeats, select how often it repeats, as well as an end date for the repetition.
Select the technician. You can also filter technicians by business unit.
If applicable, add a note.
When finished, click Add to schedule.

Add time off for one or more technicians

When you add time off for one or more technicians, a non-job timesheet is automatically created for each time off shift as long as you select a timesheet code. If you choose None for the timesheet code, a non-job timesheet will not be created.

Note: Time off is a period of time when a technician is off from their regularly scheduled working shift. You don't need to add off-duty hours when a technician is not scheduled to work.

Go to the navigation bar and click Schedule.
On the screen that opens, click the Technician Shifts tab then click Create Shift > Time Off.
Add a title, start date, start time, and end time. The shift length updates automatically based on the date and times you enter.
If applicable, select a timesheet code.
If the time off repeats, select how often it repeats, as well as an end date for the repetition.
Select the technician. You can also filter technicians by business unit.
If applicable, add a note.
When finished, click Add to schedule.

Copy an existing shift or time off

When you copy a shift or time off, you duplicate the same information from an existing shift into a new shift, ensuring consistency and saving time.

If you think you might need to delete certain shifts in the future, you can copy shifts rather than schedule repeating shifts. This helps you avoid having to individually delete or change several repeated shifts.

Go to the navigation bar and click Schedule.
On the screen that opens, click the Technician Shifts tab.
Hover over the shift or time off you want to copy, and then click the Copyicon.
Revise any information that needs to be changed to make the copy.
When finished, click Add to schedule.

Edit or delete a single shift or time off

Note: You can't edit or delete repeating shifts or time off periods. Any repeats of the shift or time off won't be affected. Additionally, you can't convert an existing shift into a repeat shift.

Go to the navigation bar and click Schedule.
On the screen that opens, click Technician Shifts.
Hover over the shift or time off you want to change, then click the Viewicon to edit or the Deleteicon to delete.
If you're editing the shift, revise the information that needs to be changed.
When finished, click Save and apply.

Delete multiple shifts

You can delete all shifts in the same week, or delete all shifts within a certain date range.

Delete all shifts in a specific week

Go to the navigation bar and click Schedule.
On the screen that opens, click the Technician Shifts tab.
Click the date range, then click a date in the week that includes the shifts you want to delete.
While viewing the week you selected, click the Expandicon.
In the dropdown that opens, click Delete Visible.

Delete all shifts within a date range

Go to the navigation bar and click Schedule.
On the screen that opens, click the Technician Shifts tab.
Click the Expandicon.
Click Mass Delete.
In the Mass Delete pop-up, select the dates for the shifts you want to delete, then click Delete all technician's shifts.

Want to learn more?

See Use the Schedule Board