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SERVICE TITAN CONFIGURATION GUIDE

ServiceTitan Structure: Trades → Business Units → Job Types → Skills → Tech Eligibility → Tags

Use this map to understand how dispatch eligibility and operational structure flow from top-level setup (Trades) down to what a technician can be assigned (Skills + Managed Tech), with Tags as a separate layer for reporting/automation.

High-Level Flow Chart

Trades Top-level operational separation (e.g., HVAC, Plumbing, Electrical).
↓
Business Units Sub-divisions within a trade (service vs install vs maintenance).
↓
Job Types Defines job behavior: duration, forms, booking rules, capacity, and required skills.
↓
Skills (Attached to Job Types) Dispatch eligibility filters (who can run the job).
↓
Technician Assignment Logic Managed Tech enforces skills; Non-Managed allows assignment even without required skills.
Managed Tech Skills Enforced If a Job Type requires Skill X, only techs with Skill X are eligible.
Non-Managed Tech Skills Optional Techs can be assigned even when skills don’t match (more flexible, less controlled).
↓
Tags Metadata layer for filtering, reporting, segmentation, and automation (NOT dispatch eligibility).

1) Trades

Purpose Top-level separation for operations and reporting.

Examples HVAC, Plumbing, Electrical.

Flow impact Business Units, Job Types, Skills, and Tech assignments are all organized inside a Trade.

Common issue: A technician is assigned to the HVAC trade, but the Job Type exists under Plumbing — dispatch availability and assignment logic can break or appear inconsistent.

2) Business Units (BUs)

Purpose Segment work within a trade (often aligned to service lines and reporting buckets).

Examples (HVAC) HVAC Service, HVAC Install, HVAC Maintenance.

Flow impact Job Types belong to BUs; dispatch views and reporting often filter by BU.

Common issue: Job Type assigned to the wrong BU → jobs land in the wrong operational/reporting bucket, and tech availability may not match expectations.

3) Job Types

Purpose Defines how a job behaves and how it should be scheduled/dispatched.

Job Types commonly control: Duration Capacity Required Forms Booking Rules Required Skills Business Unit

Tip: If you want dispatch to consistently send the “right” technician, the most reliable control point is the required skills on the Job Type (assuming Managed Tech is used).

4) Skills

Purpose Dispatch eligibility filters that determine who is qualified/eligible for specific Job Types.

How they apply Skills are assigned to Job Types (requirements) and to Technician profiles (capability).

Good examples:
Furnace Certified, Boiler Specialist, Heat Pump Certified, Install Crew, Maintenance Tech
Failure mode:
Job Type requires a skill that no technician has → the job may appear “unassignable” (especially under Managed Tech).

Simple logic:
If Job Type requires Skill A + Skill B, then eligible technicians must have Skill A + Skill B (when skills are enforced).

5) Managed Tech vs Non-Managed Tech

Mode How Skills Behave Best For Primary Risk
Managed Tech Skills are enforced. Only techs with required skills are eligible. Compliance, specialization, multi-skill orgs. Jobs can become unassignable if skills aren’t maintained.
Non-Managed Tech Skills aren’t strictly enforced. Dispatch can assign anyway. Small teams, flexible staffing, cross-trained techs. Unqualified techs may be scheduled; skill reporting is less reliable.
Important: Switching toward skills enforcement without auditing skills first can cause sudden “no available technician” situations.

6) Tags

Purpose Metadata for filtering, segmentation, reporting, and automation — not technician eligibility.

Feature Controls Dispatch Eligibility Useful for Reporting Useful for Automation
Skills ✅ Yes ⚠️ Limited (depends on reporting setup) Sometimes
Tags ❌ No ✅ Yes ✅ Yes
Common mistake: Using Tags to try to control which technician can be assigned. Use Skills for eligibility; use Tags for labeling and automation/reporting.

End-to-End Example

Scenario: Customer calls for “No Heat”

Trade HVAC → BU HVAC Service → Job Type No Heat → Required Skill Furnace Certified

Eligibility check (typical):
Is the technician in the right Trade? → Enabled for the right Business Unit? → If Managed Tech is on, do they have all required Skills? → If yes, they’re eligible.

Common Misconfiguration Patterns

  • Job Type missing required Skill → inconsistent dispatch outcomes.
  • Technician assigned to wrong Trade or not enabled for the Business Unit.
  • Skill required by Job Type but no technician has that skill.
  • Enabling skills enforcement without auditing technician skill coverage.
  • Using Tags instead of Skills to control technician eligibility.