Appointment statuses and holds in the field app

Overview#

Every appointment moves through the same statuses: Scheduled, Dispatched, En route, Working, Done (or Canceled). In the field app you move it forward with one big button, so the office, the customer and your timesheet always know where you are. When you have to stop partway (waiting on parts, the customer asked you to pause), you put the appointment On hold with a reason instead of leaving it open with no explanation.

Before you start#

• You must be assigned to the appointment. Owners, admins and dispatchers can also change statuses from the office.

• Status changes work with no signal. They're saved on the phone and sent when you're back online.

• Your office decides what must be done before you can finish (forms, photos, options presented, invoice). See Forms and checklists.

Steps#

Know who can make each move#

Technicians can't cancel an appointment. Call the office if a visit shouldn't happen.

Start driving and arrive#

1. Open the appointment from Today.

2. Tap Start driving. The badge changes to En route.

3. Tapped it too early? Tap Not driving yet to go back to Dispatched.

4. When you get there, tap Arrived, start work. The badge changes to Working and the Arrive stage is checked off.

If your company uses GPS arrival prompts, a card may appear instead: You're at #1042 … Start the job? Tap Yes, I'm here to start work, or Not yet to dismiss it.

Finish the appointment#

1. While Working, tap Finish appointment. The wrap-up card opens: Wrap up the appointment.

2. Choose an outcome:

   • Job is done: the work is finished.

   • Needs follow-up: another visit is needed (for example parts on order or a return trip).

3. Type what you found and did in What did you find and do? This is required.

4. If you chose Job is done, check the list under it:

   • Finish these before marking the job done ({count}): items your office requires. Each has a button to fix it right there (Open a form, Take photo, Build options).

   • Reminders (won't stop you finishing): items your office recommends.

5. Tap Finish appointment. The badge changes to Done and a green card shows Done (or Done: needs a follow-up appointment) with your summary.

Needs follow-up never waits on required forms or photos. Use it honestly when the work isn't complete.

Put an appointment on hold#

1. On an open appointment, tap Pause / put on hold.

2. The card Put this appointment on hold explains that the office sees it on the board with your reason.

3. Pick a Reason:

   • Waiting on parts

   • Customer asked to pause

   • Can't get access

   • Waiting on approval

   • Weather

   • Other

4. Add a Note for the office (optional). For Other, the note is required ("Say why (required for Other)").

5. Tap Put on hold.

The header shows an On hold badge, and an orange card reads, for example, On hold · Waiting on parts, with your note and Paused {when} by {name}. The appointment also appears on the On hold tab of your jobs list.

Resume from hold#

1. Open the appointment (from Today or the On hold tab).

2. Tap Resume appointment. The hold card disappears.

A hold doesn't change the status. An appointment can be Working and On hold at once. You can still finish it while it's on hold.

Settings that change this#

• Settings › Operations › Forms: forms, Required photos, and the Guided flow choices Options presented to the customer and Invoice ready before finishing (each can be Don't ask, Warning only or Required (blocks completion)).

• Settings › Integrations › GPS: location sharing and arrival prompts.

• Settings › People › Payroll: your time clock. Drive time and job time fill in from your statuses. See Clock in and out.

Tips#

• Tap Start driving when you actually leave. Customers get a more accurate arrival time and your drive time is right.

• Put the reason in the hold note that the office needs to act: part number, supplier, or when the customer wants you back.

• The job's own status follows its appointments: In progress while someone is en route or working, Completed after a Job is done finish, Needs follow-up after a follow-up finish.

Troubleshooting#

• "Can't finish yet. Still needed: …" → required items are missing → tap each item's button in the list, then try again. If an item can't be done, choose Needs follow-up and tell the office.

• Finish appointment is grayed out → What did you find and do? is empty, or required items are missing.

• "Hold waiting to sync" → you paused with no signal → it reaches the office when you're back online.

• "Status change waiting to sync" on the card → same as above; the badge already shows your change.

• No Pause / put on hold button → the appointment is done or canceled, or you aren't assigned to it.

FAQ#

Can I undo Done? No. Once an appointment is done, ask the office if something needs to change. A follow-up needs a new appointment.

Does a hold stop my time clock? No. The hold is a flag for the office. Your clock follows your statuses and what you choose on the time card.

Can I hold an appointment I haven't started? Yes. Any open appointment can go on hold, for example when the customer reschedules from the driveway.

Coming from ServiceTitan#

• Same: Dispatched, Working and Done, and putting a job on hold with a reason.

• Different: "On my way" is Start driving, and arriving is Arrived, start work. Hold reasons are a fixed list rather than reasons the office types up. Completion checks (forms, photos, options, invoice) show as a checklist before you finish, and the office's system enforces the same rules.

• Where it lived: the status buttons and Hold option on the ServiceTitan Mobile appointment screen.