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Status Needs review
Created by Guest
Created on Jul 6, 2021

Allow unmanaged technicians to be on an appointment without a managed tech (post appointments change)

Description: What problem is the customer facing?

Old logic for the managed technician guardrails PRE-appointments:

Job must have managed technician timesheets for any jobs that have $ on the invoices. If it was connected to a project with $ then the managed technician timesheet must be on the job with the money and then an unmanaged technician could be dispatched alone on a $0 invoice.

New logic with appointments:

A managed technician must be on EVERY appointment within a job with $ on the invoice. So if an unmanaged tech needs to be dispatched alone for an appointment the workaround is that they book a $0 job, dispatch and then pause the appt to be completed once the job with money (within the same project) is completed with managed tech time.
(See screenshot from appointments article below) https://help.servicetitan.com/Content/Resources/Images/customer-specific/appointments-guide.pdf

This change has caused a TON of construction/crews/ install based tenants and smaller tenants to be upset. They understand the old logic where a managed tech needs to be on the job, which they are happy to comply with, but in order to use the new appointments workflows correctly and not have to book a ton of extra $0 jobs, they need to be able to dispatch helper techs alone for small appointments.


Why is it useful?

Many helper techs are sent to scout, deliver parts, setup the pre-work on installs before the managed technicians go out to the jobs, which leaves a need to have paused jobs left and right for these unmanaged techs.


Who would benefit from it?

All tenants with this workflow


What value does it provide the business?

Makes the office lives so much easier, they don't need to be involved, technicians can control this all on their own on mobile.


Do you have a recommended solution?

https://ideas.servicetitan.com/ideas/JCE-I-18

Similar to comments on this aha above, many helper techs have small tasks that need to be done outside of the main installs that are NOT revenue generating and shouldn't be thought of as cheating the system.

Allowing unmanaged techs to be without a managed tech on an appointment as long as there is a managed technician timesheet already on this non $0 job, it should be okay.

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