New Ticket | SINGU

Use the New ticket form to create a helpdesk ticket: describe the issue, set where and what it concerns, and let the system route it to the right responsible party. This article explains each field, the notes that affect how the form behaves, and the permissions and application settings that control what you can fill in.

Permissions

What you can see and set in the form depends on your permissions. To create a ticket at all you need two permissions together: Ticket (Building - Buildings section) and Create (Ticket - Tickets section). The tables at the end list every permission and setting used here. If something is missing, contact whoever manages permissions in your organization.

Fields in the new ticket form

In the new ticket form you enter the following:

Subject
Description
Files
Company
Building
Location – admins can make this field mandatory whenever the building has at least one assigned location. When that is on, a location must be selected before the ticket can be submitted, in the new ticket form, the Tenant Portal, and the mobile app. Inspections are not affected.
Owner
Ticket type – the system comes with several helpdesk ticket types, such as additional work, building upgrades, defects, insurance claims, and notification of work. During setup, a ticket type can be marked as default and as internal, and can be limited to a specific site so it appears only there.
Priority – sets the time the responsible party has to complete the task. During setup, a priority can be limited to specific sites so it appears only there.

Note

If the PriorityReason application setting is enabled, you must fill in the extra Priority reason field for High or Critical priority.

Note

A default Priority can also be set per Defect type in Master Data. Selecting that defect type when logging the ticket fills the Priority field automatically. Each default can be locked: when locked, no one can change the priority; when unlocked, users with edit rights can still override it while logging the ticket or later. If no defect type is selected, priority defaults to Normal.

Category
Equipment – if the ticket concerns a piece of equipment, pick it from the dropdown under the Equipment field. The list is limited to the selected Category. To add equipment from another category, click Search and apply the available filters using the filter icon.
Responsible party – based on the ticket's Category or Ticket type, the system selects the responsible party automatically from the responsibility matrix. To assign someone outside the matrix, tick Other responsible and choose the person from the dropdown.

Note

You can pick a responsible person outside the responsibility matrix only if you have the ChooseResponsibleOutsideOfMatrix permission.

Warranty status – refers to the warranty of the selected equipment. This field appears only when the Warranty status application setting is enabled (Application settings, Tickets section).
Planned completion date – the date and time by which the ticket should be completed. You can set it by hand, or have it filled automatically from the building's SLA configuration. If the SLA deadline passes while the ticket is still In Progress, this field turns red in the ticket list and the responsible person gets an email about the overdue ticket.

You can also mark the ticket's location on the site plan. Before you pin it, make sure the site plans are uploaded.

Within the ticket you can also fill in an additional form, presented as a set of questions. You can complete it while creating the ticket or later, under the Form tab in the ticket. The form appears in the new ticket view only when the Display survey during new ticket creation option is selected for that form. After you submit the form, you are taken to the ticket list.

AI Ticket Intake

When AI Ticket Intake is enabled, the new ticket form offers a single free-text box where you type or dictate the issue in your own words, and AI turns it into the structured fields for you instead of you filling each picklist by hand. Both typing and speech-to-text are supported. It is currently available in the main (desktop) application and uses the same application setting as the AI Category Suggestions feature.

While you write the Description, AI Ticket Intake scores the text quality live and suggests improvements. A Rewrite option refines the Subject and Description into clearer, more professional wording in one click. Both stay hidden when a ticket was already filled in by AI, so you are not prompted twice.

Access and permissions

Access to the form and its functions depends on the permissions in the table below. The first column is the Admin module section where the permission lives, the second is its name, and the third explains what it grants.

Admin module section	Permission name	Description
Building - Buildings	`Ticket`	Issue new tickets and access the ticket list. To issue a new ticket, the Ticket/Create permission is also required.
Ticket - Tickets	`Create`	Create tickets. To create new tickets, the Building/Ticket permission is also required.
Building - Buildings	`TicketFloorLocationEdit`	Pin a ticket to the site plan.
Ticket - Tickets	`InternalClassificationAccess`	View internal ticket types when creating a ticket and in the ticket list.
Ticket - Tickets	`AssetAccess`	Link equipment to an existing or new ticket.
Ticket - Tickets	`ChooseResponsibleOutsideOfMatrix`	Choose a responsible person from outside the responsibility matrix when creating or editing a ticket.
Ticket - Tickets	`OwnerPerson`	Be selectable as the ticket owner. Setting yourself as owner needs nothing; to set someone else as owner, that person must have this permission.
Ticket - Tickets	`PartnerCompanySelect`	Lets a partner (vendor) or external-service user select the tenant's company and its people (reporter/contact) on a ticket, acting on the tenant's behalf.
Ticket - Tickets	`ResponsiblePerson`	Be selectable as responsible for a ticket and assignable as responsible in the responsibility matrix.
Ticket - Tickets	`SmsNotification`	Access the send SMS notification checkbox in the new ticket form. Configure the SMS gateway in Application settings.
Ticket - Tickets	`TicketForTenant`	Create a ticket on behalf of the tenant.
Ticket - Tickets	`DepartmentNotification`	Receive email notifications for tickets assigned to your department.

Application settings

The application settings for the new ticket form are listed below. The first column is the section where the setting lives, the second is its name, and the third explains what it does.

Admin module section	Setting name	Description
Tickets	`HelpdeskTicketDefaultCompany`	Fills the company automatically when creating a new ticket.
Tickets	`NewTicketAssetRequired`	Requires selecting equipment when creating a new ticket.
Tickets	`PaymentResponsibilityEasyAccess`	Adds a field to choose the acceptance path when creating a ticket. When off, the acceptance path is chosen when adding a cost or editing a ticket.
Tickets	`BuildingTicketShowExternalNo`	Shows the External number field in the new ticket form. You can also add it in the ticket edit window.
Tickets	`Warranty status`	Shows the Warranty status field in the new ticket window.
Tickets	`TicketResponsiblePartnerOnly`	Lets external services create tickets only for users from the same company.
Tickets	`DisplayComplexName`	Shows the full building name in the Building field of the new ticket form.
Tickets	`PriorityReason`	Shows the Priority reason field in the new ticket form for High or Critical priority tickets.
Tickets	`NewTicketFormBuildingFirst`	Reorders the form fields to Building, Location, Customer, Owner. By default the order is Customer, Building, Location, Owner.
Tickets	`TicketBuildingSectionRequired`	Off by default. Makes Location mandatory when creating a ticket, if the building has at least one assigned location. Applies to the new ticket form, Tenant Portal, and mobile app; inspections are not affected.

Frequently asked questions

Why can't I create a new ticket / why is the +Add button missing?

You cannot create a new ticket unless you hold both required permissions together: Ticket in the Building - Buildings section and Create in the Ticket - Tickets section. Having only one of them is the most common reason the form or the button is unavailable. If you are missing either, contact whoever manages permissions in your organization.

Why can't I choose a responsible person myself?

You cannot choose a responsible person freely because, by default, the system assigns the responsible party automatically from the responsibility matrix based on the ticket's category or type. To pick someone outside the matrix, tick Other responsible in the form; this requires the ChooseResponsibleOutsideOfMatrix permission. The person you pick must also be allowed to be responsible (ResponsiblePerson permission).

Why does the form require a location?

The form requires a location because the TicketBuildingSectionRequired application setting (“Require choosing location in tickets”) is enabled and the building has at least one assigned location. With that setting on, you must select a Location before submitting, in the new ticket form, the Tenant Portal, and the mobile app. Inspections are not affected. Only an administrator can turn this requirement off.

Why do I have to fill in a Priority reason?

You have to fill in a Priority reason because the PriorityReason application setting is enabled, which requires that field for tickets set to High or Critical priority. If you do not see the field at all, the setting is off in your instance. Note that a default priority may also come from the selected Defect type, and if that default is locked you cannot change it.