Tickets
What is a Ticket? A ticket is a one-time service request, defect report, or work instruction. It is the primary way to report and track issues in SINGU FM. SINGU FM distinguishes clearly between Tickets (one-time actions) and Inspections (recurring reviews from a schedule).
Coming from hausmanager: Tickets without linked tasks were migrated directly as Tickets. Ad-hoc tasks and ticket-sourced tasks were also migrated as Tickets. Tasks from scheduled Maßnahmen became Inspections.
Creating a New Ticket Navigate to Tickets > New Ticket. Fields marked with * are required.
Field | Description |
Subject * | Brief description of the work or issue |
Description * | More detailed information about the problem |
Files | Attach photos or documents if relevant |
Company * | The company on whose behalf the ticket is created |
Building * | Select the affected building; auto-filled if only one exists |
Location | Select a specific floor, room, or area within the building |
Mark on floor plan | Optionally pin the exact location on a building map |
Reporter | Auto-filled with the logged-in user |
Ticket Type * | Nature of the request (e.g. Fault, Extra Work, Cleaning). Defaults to "Fault" |
Priority * | Urgency level: Low / Normal / High / Critical. Defaults to "Normal" |
Category * | Technical area of the issue (e.g. HVAC, Electrical). Determines who is responsible |
Equipment | Click Search to link a specific piece of equipment |
Responsible | Auto-assigned based on Category. Do not change manually unless certain |
Planned Completion (SLA) | Optional target completion date |
Click Submit. Email and mobile notifications are sent automatically to the owner and responsible person.
Ticket Status Flow
Open — submitted, awaiting acceptance
In Progress — accepted by responsible person or department
Completed (Durchgeführt) — work has been carried out
Closed — work confirmed; ticket removed from default list view
Note: Technicians can set a ticket to Completed but cannot Close it. Closing is reserved for users with higher permissions (Coordinator or Administrator). To enable closing for a user, add the permission Ticket > Service Close.
Accepting a Ticket
Click Accept Ticket. Status changes to In Progress and the ticket owner is notified. If assigned to a department, the person who accepts becomes personally responsible.
Changing Status
Click the Status button. Add a summary comment at each step — it appears in email notifications and the PDF report. When setting status to Closed, a digital signature can be added. Status can also be changed directly on the timeline visible on the ticket card.
Adding Notes Click + Note to add a message. Choose visibility:
Public — visible to all parties, including tenants
Internal — visible to internal users and external service partners only; not visible to tenants
Logging a Visit (Ortstermin)
Under the Visits tab, document on-site work: time spent, equipment downtime, materials used. Can be added by users with the Technician or Coordinator role.
Logging Costs
Under the Costs tab, add line items with amount, description, and cost type. Invoices can be attached. Costs can be set for internal or tenant approval depending on the acceptance matrix configuration. To configure: Dictionaries > Tickets > Acceptance Matrix.
Downloading a Report
Click Report to generate a PDF protocol of the ticket. Photos from notes can be included. External service reports can also be uploaded here.
Linking Tickets
Click Link Ticket to connect the current ticket to a new or existing ticket. Useful for related issues or when splitting work across teams.
Ticket List
Navigate to Tickets > Ticket List to see all active tickets for your team. Closed tickets are hidden by default — enable "Include Closed" to view them. Filters available: location, responsible person, category, date, status, ticket type, and more. Column layout is configurable per user. Bulk actions: change responsible person, download reports, change status, add coordinator, link tickets.
What is the difference between Ticket Type and Category?
Ticket Type describes the nature of the request (e.g. Fault, Extra Work, Cleaning, Warranty Case). Category describes the technical area of the problem (e.g. Electrical, Plumbing, HVAC, Lighting) and determines who is automatically assigned responsibility via the Responsible Matrix.
Cost Approval (Acceptance Matrix)
If configured, adding a cost to a ticket triggers an email to the authorized approver. Approvers can approve or reject from the email or from within SINGU FM. If multiple approvers are set, notifications go in priority order. If any approver rejects, the full cost entry is rejected and the ticket owner is notified.
Work Announcement Forms (Ticket Forms)
Some ticket types require a form to be completed. This is typically used when external contractors not in SINGU FM are performing work on behalf of a tenant. Select the relevant ticket type, click "Fill out form," complete the required fields, and save. Approval notifications are sent automatically.