SINGU2SINGU (Nexus) synchronizes helpdesk tickets between two connected Singu instances, so a ticket raised on one instance can be picked up, tracked, and updated on the partner instance.

Once two Singu instances are connected via Singu-to-Singu (S2S), tickets can be routed from one instance to the other. Field values such as buildings are matched between the two instances using mappings, so an incoming ticket lands on the right building on the receiving side.

Administrators can create, edit, and delete the field-value mappings, such as buildings, between two connected instances directly from a dedicated settings screen, without developer involvement. Entered mappings are validated against real values on both sides before being saved and are then applied automatically during ticket synchronization.

Tickets synced in from another connected instance appear directly on the existing ticket list, pinned to the top, instead of requiring a separate view. A Synchronization column and matching filter show the readable name of the source instance for each incoming ticket. All existing list filters and actions continue to work on these tickets.

Clicking an incoming synced ticket on the ticket list opens the standard new-ticket form in a claim mode, pre-filled with the subject, description, and mapped building, while the original source values are shown read-only alongside it. Submitting the form converts the entry into a real ticket that keeps the same ID, and any existing comments carry over automatically. No ticket is created without this explicit human review step.

Choosing a target instance – when creating a ticket in the SINGU FM mobile app, users can choose which connected instance the ticket should be synchronized with, using a Ticket synchronization field. The field only appears after a building is selected, and only when that building is configured for synchronization. The list of available instances is cached locally so the field remains usable offline.

Enabling synchronization on an existing ticket – synchronization can also be turned on from the mobile ticket edit screen for a ticket that already exists, rather than only at creation. After selecting the target instance and saving, all existing public comments on the ticket are backfilled to the partner instance. Enabling synchronization is a one-way action that cannot be reversed afterwards, and it is not available for tickets that are already closed or finished.

Status icons – tickets marked for synchronization show a colour-coded status icon next to the ticket number on the mobile ticket list: green when live on both instances, orange while awaiting pickup on the partner side, and red for a synchronization error. Tickets not marked for synchronization show no icon. On the mobile ticket detail screen, the synchronization status is also shown under the ticket number with a label and an explanatory tooltip: a synced ticket names the paired instance and clarifies that only public notes and statuses are shared, while tickets awaiting pickup or in an error state each show their own message, with the error state directing the user to their administrator. Both the list icon and the detail status work offline.

The web ticket detail page shows the same colour-coded synchronization status as mobile: green for live on both instances, orange while awaiting pickup, and red for an error, each with an explanatory tooltip. The Ticket synchronization field on the web create and edit ticket forms appears only after a building is selected and only for buildings configured for synchronization, and it has no silent default value, so the user must make a deliberate, required choice.

Singu-to-Singu uses one consistent permission model across web and mobile. The table below lists the privileges available under the Nexus (Singu2Singu) ACL module.