Photo & Notes Documentation

Purpose

Standards for documenting every service call with photos and notes in ServiceTitan to create a complete job record.

When to Use

Every job, every time — no exceptions. Photos and notes are mandatory for all service and install work.

Procedure

Required Photos

Before: Photo of the problem area before any work begins. Shows the customer's issue as-found.

During: Photos of key steps — opened walls, exposed pipes, diagnostic readings, problem components.

After: Photo of the completed work showing the repair/installation is done.

Equipment data plates: For water heaters, tankless units, and any major equipment — capture make, model, serial number, and manufacture date.

Meter/gauge readings: If diagnostics involved pressure tests, CO readings, or other measurements, photograph the reading.

Photo Standards

• Clear, well-lit photos. Use your phone flashlight in dark spaces.
• Include context — don't just photograph the pipe fitting, show enough of the surrounding area.
• Upload to ServiceTitan immediately, attached to the active job. Don't store on your phone.
• Take more photos than you think you need. You can't go back after leaving the property.

Required Notes

Diagnosis: What did you find? Be specific — part numbers, conditions, measurements.

Work performed: Step-by-step what you did. Another tech should be able to read your notes and understand the job.

Materials used: List parts and materials used, including model numbers.

Customer interactions: What options were presented? What did the customer choose and why?

Recommendations: What should be watched or addressed in the future?

Unusual conditions: Anything out of the ordinary — access issues, pets, property conditions.

Why Documentation Matters

• Protects Spartan legally if a customer disputes work.
• Helps the next tech understand the customer's system history.
• Supports warranty claims with manufacturers.
• Provides evidence for insurance claim documentation.
• Feeds reporting and quality control processes.

Important Notes

• "If it's not documented, it didn't happen" — this is a Spartan standard.
• Notes should be professional — they may be seen by the customer, a manager, or a lawyer.
• Don't use abbreviations that others won't understand.
• Photo documentation is a KPI — incomplete documentation is flagged in reviews.

Related SOPs

• Job Booking in ServiceTitan — using ServiceTitan on calls
• Photo Documentation Requirements (Install) — install-specific requirements
• Service Call Process cards — overall call workflow