You create a ticket in Singu when something needs fixing or doing once: a fault to remove, cleaning after a breakdown or additional work to order. From creation to closing, you handle the whole job in one place, together with notes, service visits, costs and a PDF report.
Recurring work done to a schedule is planned in the Inspections module.
Permissions
Which buttons and tabs you see on a ticket depends on your permissions, not on the name of your role. Creating tickets takes both Building / Ticket and Ticket / Create. The full list is in the table at the end of this article.
If you are missing a permission, ask whoever manages permissions in your organization.
Coming from hausmanager
Tickets without linked tasks were moved to Singu as tickets. Ad-hoc tasks and tasks created from tickets were moved as tickets too. Tasks from scheduled recurring measures are inspections in Singu.
Creating a ticket
You create a new ticket from the Tickets > New ticket menu or with the + Add button above the ticket list. In the New ticket window, at least Subject and Description are mandatory.
Enter the Subject, a short line on what needs to be done, and a Description of the problem.
Pick the building and, where possible, a more exact location in the building.
Choose the ticket type, the priority and the category.
If the ticket comes from a person without a Singu account, fill in the Reporter section: First name, Last name, E-mail and Phone number.
Click Add ticket.
The ticket appears on the ticket list with its number, and the timeline at the top of the ticket card shows the Opened status.
Note
The Reporter section appears in the new ticket window only when the NewTicketReporterField application setting is on, and only for people with the Ticket / ReporterEdit permission.
When the AI assistant is active in your system, a banner with a Dictate button appears above the form fields. You then describe or dictate the problem in your own words, and AI fills in the form.
The main details of the ticket are shown later on its card. The first column of the table is the field name on the ticket card, the second explains what it holds.
Field on the card | What it means |
Location | The building and the spot in the building the ticket is about. The Mark on site plan button pins the ticket to the building plan. |
Responsible party | The person or department handling the ticket. Singu picks them from the responsibility matrix based on the category or the ticket type. |
Category | The technical area of the problem, for example electrics or plumbing. |
Owner | The Singu user who created the ticket or was set as its owner. |
Reporter | A person without a Singu account the ticket comes from. They get e-mails when the ticket is created and every time its status changes. |
Defect type | A more exact kind of defect from the dictionary. A defect type can set the priority in advance. |
Planned response and Plan. completion date | The deadlines for responding to and completing the ticket. They come from the SLA configuration, and you can also enter the planned completion date by hand. |
Tenant | The company the ticket is about. |
The ticket type is shown above the ticket title, for example Additional work. The lists of ticket types and priorities come from dictionaries in your system, so their names may differ from the examples in this article.
Who gets notified about a ticket
When a ticket is created and every time it changes, Singu sends e-mails to the people involved in it. For notes, the visibility of the note narrows the list of recipients further.
the responsible person,
the owner,
the coordinator,
the observers,
people in the responsible department who have the
Ticket / DepartmentNotificationpermission and access to the site,the reporter without an account, if their e-mail address was given.
The person who carried out an action does not get an e-mail about it. So whoever created a ticket in the application gets no notification about its creation. When a recipient is marked as absent and has a substitute, the substitute gets the e-mail.
Each user decides how they receive notifications. In the menu under the user name in the top right corner, choose Settings, then the Notifications > Tickets tab. For each type of notification you pick one of three options.
No notification: no e-mail about this action at all, even if you are the responsible person.
Immediate: an e-mail arrives right after the action.
Deferred: one summary e-mail a day lists all actions from that day.
The Default column shows the setting that comes from the user's role. The Notifications > Tickets tab is visible to people with the Admin / NotificationUserEdit permission.
Notifications in the Singu mobile app are not sent on their own. They need a Workflow rule with the Mobile notifications action for the ticket created or ticket changed event.
Ticket statuses
The status shows what stage the ticket has reached. The timeline at the top of the ticket card shows the steps, and the Set status window lets you choose the next one. The first column is the status name, the second explains what it means.
Status | What it means |
Opened | The ticket has been created and waits to be acknowledged. |
In progress | Someone has acknowledged the ticket and is working on it. |
Done | The work is done and the ticket waits to be closed. |
Closed | The ticket is finished. Closing it requires a date in the Date of resolution field. |
On hold | The work is paused. Putting the ticket on hold requires the date until which it stays on hold. |
Cancelled | The ticket will not be carried out. |
Closed and Cancelled tickets are hidden on the ticket list by default. Status names come from the configuration of your system, and the ticket type decides which statuses are available in it.
Acknowledging a ticket
The Acknowledge button changes the status from Opened to In progress and sends a notification to the people involved in the ticket. The button is active only on an Opened ticket whose type has the In progress status switched on.
Acknowledging a ticket takes the Ticket / Close permission. A user from a tenant company cannot acknowledge a ticket.
When the AutoChangeResponsiblePerson application setting is on, the person who acknowledges the ticket becomes its responsible person, even if a department was responsible before. This happens only if that person has the Ticket / ResponsiblePerson permission. With the setting off, the responsible person stays the same.
Changing the status
You change the status with the Status button or by clicking a step on the timeline at the top of the ticket card. The Status button opens the Set status window.
Click Status.
In the Status field, choose the new status.
Fill in the fields that appear for the chosen status.
In the Ticket Summary field, describe briefly what was done. This field is optional.
Click Save.
The new status appears on the timeline, and the change is recorded in the History tab.
The Set status window changes with the chosen status. The first column of the table is the situation, the second lists the fields that then appear in the window.
When | What appears in the window |
Closed status | The mandatory Date of resolution field, if you have the right to change that date. |
On hold status | A mandatory date until which the ticket stays on hold. |
Done or Closed status with the | The Signatures section with Add profile signature and Add new signature. The signatures appear in the PDF report. |
The ticket has linked equipment | The downtime of each piece of equipment, in hours and minutes. Users from tenant and client companies do not see this field. |
The Status button takes the Ticket / Close permission and is inactive on Closed and Cancelled tickets. The Closed status appears on the list only for people with the Ticket / ServiceClose permission, and the Cancelled status only for people with Ticket / Cancel.
Notes
A note adds a message, an agreement or a photo to the ticket. You add notes in the History tab with the + Note button, in the Add note window: choose the Visibility, enter a Description and attach up to 10 files in the Attachment field.
Visibility decides who can read the note. The first column is the type of visibility, the second explains who sees such a note.
Visibility | Who sees the note |
Public | Everyone with access to the ticket, tenants included. |
Internal | Internal users, partners and external services. Users from tenant and client companies do not see it. |
Private | The author of the note and people with the |
Adding notes takes the Ticket / PostAdd permission. You cannot add notes to Closed and Cancelled tickets.
Visits
A visit records the work done on site. You add visits in the Visits tab with the + Visit button, in the Add visit window. The Service providers field is mandatory.
Service providers, the people who were on site,
Start date and End date of the visit, with the Show in calendar option,
Visit description of the work done,
Materials that were used,
Action from the dictionary of visit actions, added with the Add button,
Attachments.
The Visits tab is visible to people with the Ticket / VisitView permission, and visits are added by people with Ticket / VisitCreate. Equipment downtime is not part of a visit: you enter it in the Set status window.
Costs and their approval
You record a cost in the Cost tab with the + Cost button. In the New cost window, Name, Value and Currency are mandatory, and the other fields are Cost type, Markup (%), Invoice No., Invoice date and Invoice attachment.
The bottom of the window shows the Final cost. The Cost tab is visible to people with the Ticket / CostView permission.
If a cost needs approval, Singu sends an e-mail to the approvers set in the acceptance matrix. The acceptance matrix is in the Master data > Tickets > Acceptance Matrix menu.
An approver accepts or rejects the cost from the link in the e-mail or in Singu.
With several approvers, the order follows the amount thresholds and priorities in the acceptance matrix.
A rejection by one approver rejects the whole cost.
When the approval ends, the e-mail goes to the person responsible for the ticket if they have the
Ticket / CostAcceptanceRequestpermission. Otherwise it goes to the person who added the cost, and with a responsible department to the people in that department.
PDF report
The Report button creates a PDF document with the details and history of the ticket. You can include photos from notes and the building plan with the marked spot of the ticket.
In the same window you upload a scan of a finished report, for example a report from an external service. The PDF report leaves out private notes, and a tenant does not see internal notes in it.
The Report button takes the Ticket / Report permission.
Linking tickets
The Link ticket button links the current ticket to another one, existing or new. This is how you connect jobs about the same problem or jobs split between several teams.
Linking tickets takes the Ticket / LinkedTicketView permission.
Ticket list
All tickets you have access to are in the Tickets > Tickets list menu. Closed and Cancelled tickets are hidden by default, and the Include closed toggle shows them.
The Columns button lets you choose the list columns and their order, and Singu remembers the layout. The XLS export button downloads the current list, with the filters applied, as an Excel file.
When you select several tickets, a bar with actions for all selected tickets at once appears at the bottom of the screen.
Ticket type and category
The ticket type says what kind of job it is, for example a fault or additional work. The category says which technical area the problem belongs to, for example electrics or plumbing.
Based on the category or the ticket type, Singu picks the responsible person from the responsibility matrix. Ticket types, categories and the responsibility matrix are in the Master data > Tickets menu.
Form on a ticket
A ticket type can have a form with extra questions, for example for work carried out by an external company. You fill the form in right away in the new ticket window if the form has the option to show when a ticket is created.
Otherwise you fill the form in later, in the Form tab on the ticket.
Forms are in the Marketing > Surveys menu.
Permissions
Permissions decide which buttons and tabs on a ticket are active. The first column is the Admin module section the permission lives in, the second is its name, and the third explains what it grants.
Admin module section | Permission name | Description |
Building - Buildings |
| Access to the Tickets module and the ticket list. Creating tickets also takes |
Ticket - Tickets |
| Creating tickets, together with |
Ticket - Tickets |
| The Status button, changing the status on the timeline and the Acknowledge button. |
Ticket - Tickets |
| The Closed status on the status list. |
Ticket - Tickets |
| The Cancelled status on the status list. |
Ticket - Tickets |
| Being a responsible person, including after acknowledging a ticket with |
Ticket - Tickets |
| E-mails about tickets the user's department is responsible for. |
Ticket - Tickets |
| The Reporter section in the new ticket window, together with the |
Ticket - Tickets |
| Adding notes. |
Ticket - Tickets |
| Reading other people's private notes. |
Ticket - Tickets |
| The Visits tab. |
Ticket - Tickets |
| Adding visits. |
Ticket - Tickets |
| The Cost tab. |
Ticket - Tickets |
| The e-mail with the result of a cost approval for the responsible person. |
Ticket - Tickets |
| The Report button. |
Ticket - Tickets |
| The Link ticket button. |
If an action or tab is unavailable, contact whoever manages permissions in your organization.
Application settings
Three application settings change what a ticket shows and how its buttons work. The first column is the section the setting sits in, the second is its name, and the third explains what it changes.
Section | Setting name | Description |
General |
| Shows the Reporter section in the new ticket window to people with the |
Tickets |
| After a click on Acknowledge, the person acknowledging becomes the responsible person. Off by default. |
Tickets |
| Adds the Signatures section to the Set status window for the Done and Closed statuses. Off by default. |
If an option described here is unavailable, contact whoever manages application settings in your organization.
Frequently asked questions
Why did an e-mail about a ticket not arrive?
An e-mail about a ticket does not arrive when the recipient carried out the action themselves, for example created the ticket, or chose No notification for that type of notification in Settings > Notifications > Tickets. With Deferred, the e-mail arrives once a day in a summary. An absent person with a substitute does not get the e-mail either, because the substitute gets it.
If none of this fits, check the spam folder, then contact Singu support and give the ticket number.
Why can I not close a ticket?
The Closed status appears in the Set status window only for people with the Ticket / ServiceClose permission. A role, for example coordinator, does not decide this, only the permission itself. Ask whoever manages permissions in your organization to grant it.
Why is the Acknowledge button inactive?
The Acknowledge button works only on an Opened ticket whose type has the In progress status switched on. It also takes the Ticket / Close permission, and users from tenant companies cannot acknowledge tickets.
Who sees an internal note?
An internal note is visible to internal users, partners and external services. Users from tenant and client companies do not see it, including in the PDF report. If only the author and selected people should read a note, choose the Private visibility.
Why can I not see the Visits or Cost tab?
The Visits tab takes the Ticket / VisitView permission, and the Cost tab takes Ticket / CostView. Without them the tab is not shown on the ticket. Ask whoever manages permissions in your organization to grant the permission.
Who is told that a cost was rejected?
The result of a cost approval goes to the person responsible for the ticket if they have the Ticket / CostAcceptanceRequest permission. Otherwise it goes to the person who added the cost, and when a department is responsible for the ticket, to the people in that department. A rejection by one approver rejects the whole cost.
What is the difference between ticket type and category?
The ticket type describes the kind of job, for example a fault or additional work, and the category describes the technical area, for example electrics. Based on the category or the ticket type, Singu picks the responsible person from the responsibility matrix.
Do ticket notifications also arrive in the mobile app?
Notifications in the Singu mobile app arrive only when your system has a Workflow rule with the Mobile notifications action. Without such a rule, Singu sends e-mails only. Ask whoever manages Workflow in your organization to add the rule.