Editing a single ticket

ticket holds everything related to a case – the description, status, costs, visits, notes and the full history. This article walks you through the most common tasks and shows you where to find each of them.

To open a ticket, click its number on the tickets list.

Need to correct something? Click Edit and change the key ticket details in one place:

Who sees a given button on a ticket depends on the permissions below:

When the AlwaysCalculateSlaDeadline app setting is enabled, changing the priority, the category or the building section recalculates the Planned completion date from the SLA rules. With MultipleHelpdeskTicketSla also enabled, the Planned response date is recalculated at the same time. This applies to helpdesk tickets only. When the LimitedPlannedCompletion app setting is enabled (numeric type, 0 days by default), it limits the Planned completion date to a maximum of X days from the current date. The limit applies both when creating and editing a ticket – whether the date is picked from the calendar or typed in manually. It does not apply to tickets that already have a date beyond the limit. You enable this setting in the App settings submodule, Tickets section.

If the ticket is pinned on a floor plan, the Location section shows the Marked on indicator with the plan name (e.g. Marked on: Level 2).

To see the exact pinned spot, click the Change button next to the Marked on indicator. This opens the Mark on floor plan window, where the current pin is visible on the plan. Users with the TicketFloorLocationEdit permission can also move the pin to a new spot and save it from this window.

If the ticket is not pinned yet, the Mark on floor plan button appears here instead.

Before you use this feature, make sure the relevant floor plans have already been uploaded to the system.

Who can see the location on the floor plan section – and what they can do there – is described in the table below:

The status shows the stage the ticket is at – keep it up to date as the work progresses. The table below describes every status you can set.

Click the Status button to change it. You can also do this from the workflow bar in the ticket view.

The following options are available:

Who can change the ticket status depends on the permissions below:

The table below lists the app settings that affect how the Status button works.

Labels help you group and highlight cases – you attach them with the icon above the workflow bar. A label can be private (visible only to its author) or public (visible to everyone with edit access). Keep in mind that attaching some labels triggers a workflow, for example changing the status or the responsible person.

By navigating to Start → Labels, you can add a new label or edit an existing one.

Click Link ticket to connect it with another one:

Share a clear record of the work done in a few clicks. The Report button lets you:

The visibility of the button and of the actions in the Report tab depends on the permissions described below:

The table below lists the app settings that affect how the Download button works.

When a task requires chargeable work, the +Cost button lets you attach an offer with additional costs and decide who has to accept them. You can add costs in different currencies, depending on the building configuration. There are two cost acceptance paths – internal and tenant acceptance. The internal one covers the people configured in the Acceptance matrix entity, while whether a tenant is included is decided solely by the CostAccept permission.

Who sees the +Cost button and can edit what sits behind it depends on the permissions below.

Works approval is the final sign-off before a ticket is closed – it is what makes completed work formally approved. Once it is confirmed, a works approved note appears in the History tab and the ticket status changes to Works approval / Closed.

The permissions related to works approval are listed in the table below:

The table below lists the app settings that affect how the Works approval button works.

The History tab is the complete record of the ticket – every action in order – so you can always see what happened and when.

Hover over the envelope icon to see the list of users notified about a note by email. The system sends notifications to the users assigned as Responsible person and Observers. The ticket owner is also notified, provided they are not the author of the note.

Short on time? Instead of scrolling through the whole note history, generate a concise AI-written ticket summary. Users in technical roles see the root cause and the actions taken, while other roles see the ticket status, costs and potential risks. Every summary is limited to the data the user has permission to see. If AI access is not enabled for your account, a Request access button is shown instead of the summary.

For this feature to be available, AI must be enabled on the instance. The number of notes required before a summary can be generated is 5 by default and is configurable per customer.

Notes keep everyone in the loop. Click +Note to add one – the Visibility, Description and Next step fields are always required, and attaching a file is optional.

There are three note types in the system:

The Next step parameter makes a submitted note redirect the ticket to the responsible person or the owner. The ticket disappears from the list of the person who redirected it and is pinned to the recipient's list.

To give external users access to internal or private notes, you have to change their permission profile. Access to internal notes does not apply to the tenant role.

The table below lists the permissions related to notes:

The table below lists the app settings that affect how the +Note button works.

The Information tab gives you the key ticket details in a single view:

Boards show tasks from inspections and tickets visually, which keeps communication across the team clear. They also let you review key data and arrange it into readable lists.

Click the Add to board button to assign the ticket to a board as a note.

Observers are notified of every ticket update. Click Manage observers to add or remove them.

Who can manage observers depends on the permissions below.

The coordinator runs the ticket and stays up to date with every change. Click Add coordinator to appoint one. To remove a coordinator, click the Remove button in the Coordinator field.

Actions are the individual jobs to be done within a ticket – each with a quantity and a unit price, so you can see the scope and the cost straight away. These are the same actions you use in the Visits tab. You can assign an action to a specific visit; it is then marked as completed. There is nothing to configure – the Actions tab is available in the ticket details right away.

Actions that were not defined during system configuration can be entered manually – select the Other option in the Action field.

In the Visits tab, technicians and external vendors record how each visit went: the date, the materials used and the work carried out.

Who can open this tab – and what they can do there – depends on the permissions below.

The table below shows the app settings that affect how the Visits tab works.

The Documents tab turns ticket data into official work order PDFs – in a single click. Documents are numbered and saved as ticket attachments. There is nothing to configure: the tab appears in the ticket details automatically.

Ticket report PDFs generated from Documents templates can also include additional configurable content blocks: survey answers (Form), requisitioned items from Inventory and the ticket's External no. The Form and Inventory blocks need no extra configuration and are available in the template builder right away, but they have to be added to a published template in order to appear on generated documents. The External no. block only appears in the template builder once the BuildingTicketShowExternalNo app setting is enabled.

The Calendar tab lays the ticket's visits out on a timeline, so you can see what is scheduled at a glance. Visits added in the Visits tab appear here, provided the show in calendar option was selected when they were created. Switch the view with the Calendar and List buttons.

The +Entry button lets you add your own entries. If the activity is not related to the ticket, filling in the Description field is mandatory. In that case, describe the task in this field and set the time range for completing it.

When the CalendarFilteringSelect app setting is enabled, visits in the calendar can be filtered by user. You enable this setting in the App settings submodule, Tickets section.

The Assets tab holds the equipment linked to the ticket – the assets added when it was created.

When editing the asset list, you can:

Because an asset is assigned to a defined category, the system fills that field in automatically. If you want to add an asset from a different category, select the right one from the drop-down list.

Besides category, you can use other filters such as name, model, serial no., inventory no. and location.

​Warranty status follows an asset throughout the whole ticket lifecycle: it is shown when the ticket is created, in the Assets tab and in the notifications sent to vendors and responsible people. A separate app setting adds the asset list to the Excel files exported with tickets – which makes it easier to report warranty status for the assets being repaired.

You enable these settings in the App settings submodule, Tickets section.

Who can open the Assets tab – and what they can do there – depends on the permissions below.

The Cost tab is where additional ticket costs go – the ones that do not come from visit actions.

When the CostMarkup app setting is enabled, the Add cost form shows a Margin field – prefilled with the default value from CostMarkupDefaultValue. The Final cost is recalculated automatically, in real time. The Cost tab then shows the Original cost, Margin and Final cost of each item, and the tickets list shows the total Final cost. The margin value is configured separately for each instance in App settings.

When the TicketInvoiceAdding app setting is enabled, invoices can be added to tickets. You enable this setting in the App settings submodule, Tickets section.

Who can open the Cost tab – and what they can do there – depends on the permissions below.

The Offer tab is where costs are accepted or rejected. Users with acceptance rights decide on the offer according to the path configured in the Acceptance matrix.

The tab also lets you edit the offer. Click the Restart button, then click the pen icon next to the offer amount.​

Who can open the Offer tab – and what they can do there – depends on the permissions below.

The table below lists the app settings that affect how the Offer tab works.

The Acceptance tab is visible only for the Notification of Work ticket type and replaces the Offer tab. It lets you manage additional works and verify the acceptance path for works approval. Users with acceptance rights decide on the additional works according to the path configured in the Acceptance matrix. Works approval can be based solely on a matrix that excludes costs.

Users with acceptance rights receive an email notification that their acceptance is required. Observers receive an email notification that the additional works added to the ticket have been accepted or rejected. The email notification also includes the comments and recommendations added by the approver.

Who has access to the Acceptance tab and what actions they can perform there depends on the permissions below.

The form describes in detail the scope of work to be done within the ticket. It is usually presented as a set of questions.

In the Form tab you answer the questions or edit the answers – you can also print the form.

When you enable the MultipleForms app setting (App settings submodule, Tickets section), the Additional form on ticket option appears in the New form submodule. Selecting it lets you add a second form to the ticket.

Who has access to the Form tab and what actions they can perform there depends on the permissions below.

The Inventory tab connects the ticket with your virtual warehouse in Singu FM, so the parts used on the ticket go straight into the records.

The table below shows the options available in the Inventory tab.

Why can't I see a button, or change the status?

If you cannot see a button or change the status, it is usually a matter of permissions – you do not have access to that action. Ask the person who manages permissions in your organisation – your administrator – to grant it.

Why can't I see a particular ticket, or all tickets?

If you cannot see a ticket, it is usually because you are not involved in it. By default you only see the cases you created and those where you are the responsible person or an observer. Full visibility comes with the ShowOtherPeopleCases permission; you can also ask to be added as an observer.

What is the difference between an offer and a cost on a ticket?

An offer and a cost are two different things. You add an offer with the +Cost button and it goes through acceptance in the Offer tab (its value is the Cost value). The Cost tab is for direct, additional costs with no acceptance, which add up to the Invoiced value.

Why can't I accept an offer or add a cost?

If you cannot accept an offer or add a cost, check two things: whether you have the right permission (acceptance requires CostAccept, adding a cost – CostAcceptanceRequest) and whether an acceptance matrix is configured for that ticket. If something is missing, contact the person who manages permissions in your organisation.

How do I put a ticket on hold without breaching the SLA?

Set the status to Suspended and fill in the Suspended until field. Whether that protects the deadline depends on one application setting. With OnHoldUpdatesTicketSLA on, the planned completion date moves to the end of the day you entered, so the waiting time does not count as delay. With it off, the date stays as it was and the ticket keeps collecting delay while it waits. The response deadline is never paused in either case.

How do I add a cost to a ticket?

To add a cost, open the ticket and click +Cost to attach an offer. Once added, it goes to acceptance in the Offer tab.

What is the acceptance matrix?

The acceptance matrix is a setting that decides who has to accept a cost before it is approved. It is configured by an administrator in the Tickets module.

PostAdd is switched on but the user still cannot add a note. Why?

The usual cause is an exception set on that one account. A permission assigned directly to the user takes precedence over the role and can remove what the role grants, and the role listing does not show it. Ask whoever manages permissions at your organisation to check that account on the Users / Permissions tab.

Two other things are worth ruling out. A closed or cancelled ticket takes no notes until it is reopened. An external-service user also needs the PublicNotesForExternalServices setting, which Singu support switches on.