A QR code from Tag manager lets people without a Singu account report faults, for example tenants, subcontractors or visitors to the building. They scan the QR code, or open a link sent to them, and fill in a short form.
The ticket appears on the ordinary helpdesk ticket list and you handle it like any other.
Permissions
QR codes are created in the Tag manager module, under the Buildings menu. Viewing QR codes takes the TagManager / View permission, creating and editing them takes TagManager / Edit. The person filling in the public form needs no permissions and no account.
Both permissions are restricted, so the administrator in your organization cannot grant them. If you need them, contact Singu support and say which users should get them.
How it works
The reporter scans the QR code with a phone or clicks the link. A form that needs no login opens in the browser. Once the form is sent, the reporter sees a confirmation and gets an e-mail saying the ticket was received.
Singu sends a message to the same e-mail address every time the ticket status changes.
A helpdesk ticket then appears in Singu with the parameters stored on the QR code: building, company, category, type, priority and responsible person. The reporter's name, e-mail and phone number are shown on the ticket card and in a separate column on the ticket list.
The Show existing account toggle adds a choice screen before the form: sign in and report from your own account, or fill in the public form. Everyone who is not signed in to Singu in that browser sees the choice screen. Without the Show existing account toggle, the form opens straight away.
Someone signed in to Singu in that browser sees neither the public form nor the choice screen. Singu opens the ordinary new ticket form for them straight away. Without the right to raise tickets in that building, they see a no-access message.
Switching the public form on
The public form depends on the PublicTicketAction application setting in the Tag manager section. Only once that setting is on does a QR code with the Create ticket action show the Allow public creation toggle. The setting is changed in Application settings by whoever manages them in your organization.
Note
The public form does not need the NewTicketReporterField setting. Singu stores the reporter's details on the ticket without it.
Preparing a QR code with the public form
A new QR code is created under the Buildings menu, entry Tag manager, with the Add button.
In Basic information, enter a name for the QR code and leave Active set to Yes.
In Location context, pick the Site and the Building. The Location field points to a more exact spot in the building and is optional.
In Scan configuration, set Scan action to Create ticket, then pick the Ticket category and the Ticket type. Ticket priority can be left out.
Switch Allow public creation on. The Public ticket settings section appears under the toggle.
Fill in Company, Owner and Responsible party, then click Save.
The QR code appears on the list, and the Scan action column shows Create ticket (public form).
In Public ticket settings, the Company, Owner and Responsible party fields are mandatory. The person filling in the form gives none of these, so you set them in advance on the QR code. Without them the QR code cannot be saved. The first column is the field name, the second explains what it is for.
Field | What it is for |
Company | The company the ticket is assigned to. |
Owner | The Singu user you pick in this field. Singu enters them as the reporter on every ticket from this QR code, because the person filling in the form has no account. That person's name, e-mail and phone number from the form are stored on the ticket separately. |
Responsible party | The person responsible for the ticket, or the responsible department. One of the two is enough. |
Show existing account | A toggle that adds a choice screen before the form, between signing in and the public form. Every scanner who is not signed in sees it, and signing in is only an offer there. |
You open a finished QR code with the preview icon on the list. The preview window holds the QR code image, a Download button for printing, and the Tag URL with a Copy button. The tag URL works just like the scanned QR code, so you can send it instead of printing.
What the reporter fills in
The form is short and every field on it is mandatory.
first name
last name
e-mail address
phone number
subject, at least four characters
description, at least eleven characters
No photo or other file can be attached to the form, so the reporter describes the fault in words only.
The limit on tickets from one QR code
Once a ticket has been sent, the same QR code will not take another from the same phone for ten minutes. Anyone trying sooner sees a message about the limit.
Only the browser the ticket was sent from remembers this, so from another phone the next ticket can be sent straight away.
Messages on the form
The form does not open or is not sent for one of five reasons. The first column is the message the reporter sees, the second explains what caused it.
What the reporter sees | Cause |
A message that the QR code does not exist | The QR code was deleted or set to inactive. Check it in the Buildings > Tag manager menu. |
A message about the limit | A ticket has already been sent from this QR code and this browser within the last ten minutes. |
A message that sending failed | Singu did not save the ticket. The form simply needs filling in again. |
A login page instead of the form | Allow public creation is not switched on for the QR code, so Singu shows the login page instead of the form. |
A no-access message | The toggle on the QR code is on, but the |
Permissions
You run the public form entirely through QR codes, so the permissions involved belong to the Tag manager module. Both are restricted: only Singu grants them, and they do not appear in the role matrix. 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 |
TagManager - Tag Manager |
| The list of QR codes, previewing a single QR code and downloading it for printing. |
TagManager - Tag Manager |
| Creating, editing and deleting QR codes, including switching Allow public creation on. |
If you need these permissions, contact Singu support and say which users should get them.
Application settings
The public form depends on a single application setting. 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 |
Tag manager |
| Makes the Allow public creation toggle available on QR codes with the Create ticket action. Without that setting the form cannot be switched on. |
If an option described here is unavailable, contact whoever manages application settings in your organization.
Frequently asked questions
Does the reporter need a Singu account?
The public form works with no account and no login, so scanning the QR code or opening the link is enough. A QR code with Show existing account switched on shows a choice screen first, but signing in is only an offer there, never a condition.
I cannot see the Allow public creation toggle. Why?
The Allow public creation toggle appears on a QR code with the Create ticket action only once the PublicTicketAction setting is switched on. The setting is changed in Application settings by whoever manages them in your organization. Creating and editing QR codes also takes the TagManager / Edit permission, which Singu support grants.
Why can I not see the Tag manager permissions in the role matrix?
The TagManager / View and TagManager / Edit permissions are restricted, so the role matrix does not show them and they cannot be granted through a role. Singu support grants them directly to selected users. Contact Singu support and say which users should get them.
Why can a second ticket not be sent from the same QR code?
Once a ticket has been sent, the same QR code will not take another from the same phone for ten minutes. After that, the form can be sent again. From another phone a ticket can be sent straight away, because only the browser that sent the previous one remembers it.
Can a photo be attached to the ticket?
A photo can be attached only to the finished ticket, just like to any other. The public form itself takes no attachments, so the reporter describes the fault in words.
Where do the company and the responsible person on such a ticket come from?
Company, category, ticket type, building, Owner account and responsible person all come from the QR code, where every one of them is mandatory. Every ticket from the same QR code gets the same set.
For example, tickets from the QR code by the lift are assigned to the technical department, and tickets from the QR code at reception to the cleaning department. To split tickets that way, prepare a separate QR code for each spot.
Why does scanning the QR code show a message that the QR code does not exist?
A message that the QR code does not exist appears when that QR code was deleted or set to inactive. Open Buildings > Tag manager and check that the QR code is still on the list and still active. The Include inactive toggle above the list also shows inactive QR codes.