TradeWeave · ServiceTitan Role Workflows

Office Manager / Admin

Configures the structural skeleton every other role operates inside: who has access to what, how the business is divided into units, and what customers get notified about automatically. Almost entirely irreversible-in-practice work — cheap to get right early, expensive to unwind later.

Settings > People Role Permissions Business Units Job Types Customer Notifications

Business unit structure and role permissions are the two decisions in this role that are genuinely expensive to reverse — a business unit reorganized after months of jobs and reports have accumulated on top of it ripples into reporting history, job assignments, and inventory defaults all at once. Everything else (notifications, individual role edits) is comparatively cheap to adjust as the business changes.

Day in the life

The six-stage flow

From onboarding employees through permissions, business unit structure, notifications, reporting access, and the tickets that land on the admin's desk.

1

Add and manage employee profiles

Settings > People > Employees
  • Add: name, email, phone, Role (sets default permissions), Business Unit assignment (controls visible jobs/data).
  • Each profile needs a unique email — can't be shared across accounts, even for nominally identical roles.
  • Deactivate former employees promptly — an active account for someone who's left is a real security and billing exposure, not just clutter.
2

Manage role permissions carefully

Role Permissions
  • Toggle access by category: Job Booking & Dispatching, Accounting, Pricebook, Selling & Performing Work.
  • Changes aren't retroactive to a live session — the user has to log out and back in before it takes effect.
Destructive by default "Save and update existing user permissions" overwrites any custom permission an individual employee had layered on top of their role. Know this before clicking it.
3

Structure business units and job types

Business UnitsJob Types
  • Plan the business unit structure before creating it — changing it later ripples into reporting history, job assignments, and inventory defaults.
  • Give every business unit a Default Warehouse — without one, inventory quietly drifts to the wrong location.
  • Job Types need a BU, Priority, default Duration, and Tags — the Duration field directly drives capacity planning downstream.
4

Configure customer notifications

Customer Notifications
  • Booking Confirmation, Reminder, Dispatch, Arrival, Job Completion Survey — each with its own channel toggle and BU/job-type exclusion rules.
  • Always test a new notification by triggering the event and confirming delivery — don't trust the toggle alone.
Silent failure mode A default outbound SMS number is mandatory for any text notification — without one, every SMS fails silently, with no error surfaced anywhere.
5

Set up reporting and dashboard access

ReportsDashboards
  • Custom report/dashboard creation is gated by the ServiceTitan package — an upgrade prompt is a subscription-tier question, not a permissions bug.
  • Build dashboards that answer one repeated question each, rather than one dashboard trying to cover everything.
6

Troubleshoot the two most common tickets

Login issuesReport timeouts
  • Can't log in: confirm account is Active, try Forgot Password, verify profile email matches login email exactly, check MFA enforcement for their role.
  • Report times out: shrink date range first (90+ days with many columns is the usual trigger), trim columns, add filters, or run off-peak.

Reference

Pitfalls & performance

Common pitfalls

SymptomFix
Reporting looks broken after a reorgPlan BU structure carefully up front
Inventory drifting to wrong locationSet a Default Warehouse on every BU
Permission fix "not working"Have the user log out and back in
Custom permission override vanishedKnow "update existing users" is destructive first
SMS silently not sendingConfigure a default outbound SMS number
Confirmation missing after rescheduleSend manually — it doesn't auto-refire

KPIs to watch

MetricWhere
Active vs. inactive user ratioSettings > People > Employees
BUs with active job typesSettings > Operations > Business Units
Dashboard adoptionReports > "Office Activities"
Report usage frequencyReports > Scheduled Reports

Source articles