Time required: Approximately 12-15 minutes reading time
Prerequisites:
Active Captured Knowledge account
Understanding of basic case concepts (see Introduction to Captured Knowledge)
Case with at least one property selected
Expected results: After reading this guide, you will understand the relationship between cases and ERP tickets, be able to create ERP tickets from cases, and know how to configure ticket fields correctly.
The compliance officer needs documentation for three incidents from last month. You open the ERP system and search. Nothing comes up. The emails exist, the work was done, but there's no official record. Someone handled the issues but never created tickets. Now you're spending an afternoon reconstructing documentation that should have been created in seconds.
ERP tickets prevent undocumented work. When you create an ERP ticket from a case in Captured Knowledge, the AI pre-fills most fields from the case context. Official documentation takes seconds, not minutes, and nothing falls through the cracks.
Understanding ERP Tickets vs Cases
Before creating ERP tickets, it's important to understand the distinction between two concepts:
Captured Knowledge Case:
Organizes all related events for an issue (emails, phone calls, work orders, etc.)
Lives in Captured Knowledge
Brings together multiple communications and actions
Helps you track the complete story of an issue
ERP Ticket:
Official record in your property management system
Formal documentation for compliance and reporting
Required before creating work orders
Usually one ERP ticket per case
Example: When a tenant reports a leaking faucet, you create a Case in Captured Knowledge to organize all related communications. Within that case, you create an ERP Ticket to officially document the issue in your property management system.
Relationship: A case typically has exactly one ERP ticket. The ticket is created through a workflow action and automatically links to the case. All status updates sync bidirectionally between systems.
System requirements:
Active Captured Knowledge account
A case already created
At least one building selected in the case
Why buildings are required: Your property management system needs to know which real estate the ticket relates to. Without a building selected, you'll see a warning: "Real estate must be selected before creating an ERP ticket."
How to add a building: If the case doesn't have a building yet, click the link in the warning message to navigate to the Real Estate section and select the appropriate building.
Creating an ERP Ticket
ERP tickets are created through workflow actions in the Workflow panel. The AI typically suggests this action automatically when a case is created.
Finding the Action
Open the case in Captured Knowledge
Locate the Workflow panel (usually on the right side)
Find the "Create ERP Ticket" action (typically one of the first suggested actions)
Click on the action to open the form
Field-by-Field Guide
The ERP ticket form contains 10 fields. Here's how to complete each one:
1. Title (Required)
Purpose: Brief description of the issue visible in lists and reports.
Guidelines:
Keep it concise (under 80 characters)
Include key information: what, where
Be specific enough to distinguish from other tickets
Examples:
✅ "Leaking kitchen faucet repair - Apt 4B"
✅ "Broken heating system - Building A, Unit 12"
✅ "Noise complaint investigation - Apartment 3C"
❌ "Plumbing issue" (too vague)
❌ "Tenant complaint" (not specific)
AI assistance: The AI pre-fills this based on the case description. Review and adjust as needed.
2. Ticket Status (Conditional)
Visibility: Only appears if the ERP ticket status editor feature is enabled for your team.
Purpose: Set the current status of the ticket in your ERP system.
Common options:
Open - New ticket, work not yet started (default)
Completed - Issue fully resolved
Status mappings: Your team may have custom status codes mapped from your ERP system. These appear in the dropdown based on your configuration.
When to change: Most tickets start as "Open". Change to "Completed" only when the work is fully finished and verified.
Status syncing: Changes made here sync to your ERP system. Changes made in the ERP system sync back to Captured Knowledge.
3. Description (Required)
Purpose: Detailed documentation of the issue, context, and any relevant history.
Guidelines:
Include all relevant details
Describe what happened, when, and any attempts to resolve
Add tenant observations or specific requests
Use multiple lines for complex issues
Example:
Tenant reports kitchen faucet has been dripping constantly for 2 days.Tenant attempted to tighten but issue persists. Water is dripping fromthe handle, approximately 1 drop per second. Tenant has elderly familymember staying and needs urgent repair to prevent sleep disruption.
AI assistance: The AI pre-fills this with information extracted from emails and case details. Edit to add specific technical requirements or context.
Best practice: Include enough detail so that someone reading only the ERP ticket (without seeing the full case) understands the complete situation.
4. Template (Optional)
Purpose: Select a predefined ERP ticket template that determines default settings and assignment logic.
How templates work:
Templates are set up in your ERP system
A template can decide who handles the ERP ticket in the ERP system. This is separate from who handles the case in CK
Templates help standardize common ticket types
Assignment indicators: Each template shows an icon indicating its assignment behavior:
Icon
Meaning
Behavior
👤 Person icon
Auto-assigns to user
If you leave ERP Username blank, the template automatically assigns to a specific predefined user
👥 Group icon
Auto-assigns to group
If you leave ERP Username blank, the template automatically assigns to a predefined group
🚫 Block icon
Manual selection required
Template has no assignment logic - you must select an ERP user manually
Common template examples:
"Plumbing Maintenance" (might auto-assign to facilities team)
"Electrical Issues" (might auto-assign to building electrician)
"Tenant Complaint" (might auto-assign to property manager)
"General Maintenance" (might require manual assignment)
What to select: Choose the template that best matches the issue type. If unsure, check with your team about available templates and their purposes.
5. ERP Username (Optional)
Purpose: Assign the ticket to a specific user in your ERP system.
Smart grouping: The ERP Username field uses intelligent grouping to help you find the right person quickly:
Quick Select group (always at top):
"Assignment via template" - Use the template's automatic assignment logic (recommended if template has assignment rules)
Current user's ERP username - Assign to yourself (your own ERP username)
Team default ERP username - Assign to your team's default person (if configured)
Building roles (when building selected):
Caretaker - Person responsible for building maintenance
Property Manager - Person managing tenant relations
Building Administrator - Person handling administrative tasks
(Other roles based on your building configuration)
Free-text entry: You can also type any ERP username directly if you know it.
How to choose:
Use template assignment if the template has a person or group icon (automatic assignment is configured)
Select a building role if the work requires someone specific to that building
Use team default for general issues without specific building requirements
Type manually if you know the exact ERP username needed
Example decision tree:
Plumbing issue in Building A → Select "Caretaker" (building-specific)
General maintenance → Use "Assignment via template" (if template configured)
Special project → Type specific person's ERP username
6. Reporters (Optional)
Purpose: Document who reported the issue (typically the tenant or property owner).
How it works:
Type to search for contacts in your system
Search is building-aware (prioritizes contacts associated with the selected building)
Multiple reporters can be added
Contact information display: Each contact shows:
Name (bold)
Contact type badge (colored chip):
🔵 "Mieter" (Renter/Tenant) - Light blue background
🟢 "Besitzer" (Homeowner) - Light green background
🟠 "Hausverwaltung" (Property Management) - Light orange background
Email address (if available)
Secondary email (if available)
Property address (if available)
Company name (if applicable)
Search behavior:
Start typing a name to search
Results appear as you type (debounced for performance)
Contacts are filtered by:
Building association (contacts linked to the case's building appear first)
Name match
Email match
When to add reporters:
✅ Tenant complaints (add the tenant as reporter)
✅ Owner requests (add the owner as reporter)
✅ Third-party reports (add the reporting party)
❌ Internal maintenance (may not need a reporter)
AI assistance: The AI typically suggests the contact from the original email or communication.
7. Offenders (Optional)
Purpose: Document who is responsible for causing the issue (if applicable).
How it works:
Same search and display functionality as Reporters field
Multiple offenders can be added
Contact type badges and information display identically
When to use:
✅ Noise complaints (add the neighbor causing noise)
✅ Property damage caused by a tenant (add the responsible tenant)
✅ Parking violations (add the vehicle owner)
❌ Maintenance issues (typically no offender)
❌ Building failures (typically no offender)
Example scenarios:
Noise complaint:
Reporter: Tenant in Apt 3B (person complaining)
Offender: Tenant in Apt 3C (person causing noise)
Water damage from upstairs:
Reporter: Tenant in Apt 4A (person with water damage)
Offender: Tenant in Apt 5A (person whose leak caused damage)
General maintenance:
Reporter: Building caretaker (person who discovered issue)
Offender: Leave empty (no one responsible)
8. Buildings (Required)
Purpose: Specify which building(s) the ticket relates to.
How it works:
Buildings can be imported from the case (recommended)
Or selected manually using the building data grid
Multiple buildings can be selected for building-wide issues
Import from case:
Click "Import buildings from case" button
Confirmation dialog appears
Click "Confirm" to import all buildings from the case
Buildings are added to the grid (duplicates are prevented)
Manual selection:
Use the data grid to browse available buildings
Select checkboxes for buildings to include
Search and filter options available
Validation: At least one building must be selected before the ticket can be created. This is a hard requirement from the ERP system.
Result: Selected buildings appear in the grid showing:
Building name
Address
Building ID
9. Occupants (Optional)
Purpose: Specify which tenants or occupants are affected by the issue.
How it works:
Occupants can be imported from the case (recommended)
Or selected manually using the contact data grid
Multiple occupants can be selected
Auto-population:
If the case has occupants, they are automatically shown in the grid
This happens unless the action has already been completed (in which case it shows the action's saved occupants)
Import from case:
Click "Import occupants from case" button
Confirmation dialog appears
Click "Confirm" to import all occupants from the case
Occupants are added to the grid (duplicates are prevented)
Manual selection:
Use the data grid to browse contacts
Select checkboxes for occupants to include
Search and filter functionality available
When to specify:
✅ Issues affecting specific units (add occupants of those units)
✅ Tenant-specific requests (add the requesting tenant)
✅ Maintenance affecting specific apartments (add those occupants)
❌ Building-wide issues (may affect all occupants - can leave empty or add all)
10. Properties (Optional)
Purpose: Specify which specific units or properties the ticket relates to.
How it works:
Properties can be imported from the case (recommended)
Or selected manually using the property data grid
Multiple properties can be selected
Properties are filtered by your client ID
Auto-population:
If the case has properties, they are automatically shown in the grid
This happens unless the action has already been completed (in which case it shows the action's saved properties)
Import from case:
Click "Import properties from case" button
Confirmation dialog appears
Click "Confirm" to import all properties from the case
Properties are added to the grid (duplicates are prevented)
Manual selection:
Use the data grid to browse properties
Select checkboxes for properties to include
Search and filter options available
When to specify:
✅ Unit-specific issues (add the specific apartment/unit)
✅ Issues affecting specific properties only (not the whole building)
❌ Building-wide issues (may leave empty)
❌ Common area issues (may leave empty)
Example:
Leaking faucet in Apt 4B → Select "Property: Apartment 4B"
Elevator repair → Leave empty (affects whole building)
Parking spot repair → Select "Property: Parking Space 12"
Submitting the Ticket
Once all required fields are complete:
Review the form for accuracy
Verify building selection (required)
Check template and assignment settings
Click "Create ticket" button at the bottom
Form validation:
Title and Description are required
At least one building must be selected
All other fields are optional
Disabled state: The form is disabled (grayed out) if:
No building is selected in the case
The form is currently submitting
The action has already been completed
ERP Integration
Immediate Creation
When you click "Create ticket", the following happens immediately:
Ticket created in ERP system - The ticket is created in your property management system right away (not as a draft)
ERP Ticket ID assigned - The ticket receives an ID from your ERP system (e.g., "TKT-5678")
ERP Ticket Number assigned - The ticket receives a number for reference
Automatic linking - The ticket is automatically linked to the case in Captured Knowledge
Visible in ERP Ticket tab - The linked ticket appears in the case's ERP Ticket tab
Result: You now have an official record in your property management system and a link between the case and the ticket.
Bidirectional Syncing
From Captured Knowledge to ERP:
Status changes made in Captured Knowledge sync to the ERP system
Field updates sync according to your ERP configuration
From ERP to Captured Knowledge:
Status changes in the ERP system sync back to Captured Knowledge
You can view the latest status in the ERP Ticket tab
Updates appear in the Activity Timeline
Sync frequency: Updates typically sync within seconds to a few minutes, depending on your system configuration.
Editing the ERP Ticket Assignee
Once an ERP ticket has been created and linked to a case, you can change its assignee directly from the case view — without switching to your ERP system.
How to change the assignee:
Open the case in Captured Knowledge
In the case header, locate the ERP ticket section (showing the ticket number and status)
Click the assignee chip next to the ticket information
A popover opens with a searchable list of all available ERP users
Select the new assignee
The change syncs immediately to your ERP system
Smart grouping: The list is divided into two groups. Functionaries for this building (property managers, caretakers, and other roles assigned to the building) appear at the top with their role descriptions. Other users follow below.
Updating ERP Tickets with Gustav
You can also update existing ERP tickets through Gustav, the AI assistant. From a case chat, ask Gustav to change the ticket's title, description, status, or assignee.
Gustav shows the proposed changes with modified fields clearly marked before applying anything. You can review the changes, adjust values in an edit dialog, and confirm to sync the update to your ERP system.
Example requests:
"Update the ERP ticket title to include the apartment number"
"Change the ERP ticket assignee to the caretaker"
"Set the ERP ticket status to completed"
For more on Gustav, see Using Gustav in Cases.
Work Order Prerequisite
Important: On a case, an ERP ticket must exist before you can execute a work order.
Why: This is a Captured Knowledge workflow rule, not a requirement of your ERP system. Requiring the ticket first means every work order on a case is traceable back to a documented ticket, which gives you:
Proper authorization
Cost tracking
A consistent documentation trail
An audit trail for all work performed
Workflow order:
Create the ERP Ticket first
Then create Work Orders (if needed)
Work orders are automatically linked to the ERP ticket
You can always save a work order as a draft before the ERP ticket exists — the prerequisite applies only when you execute it.
Templates and Assignment Logic
Understanding Template Assignment
Templates provide powerful automation for ticket assignment. Here's how to use them effectively:
Person icon (👤) templates:
Behavior: If you select "Assignment via template" in ERP Username, the ticket automatically assigns to a specific predefined user
When to use: When you want the standard person for this ticket type
Example: "Emergency Repairs" template auto-assigns to the on-call facilities manager
Group icon (👥) templates:
Behavior: If you select "Assignment via template" in ERP Username, the ticket automatically assigns to a predefined group
When to use: When the work can be handled by any member of a team
Example: "Routine Maintenance" template auto-assigns to the facilities team group
Block icon (🚫) templates:
Behavior: No automatic assignment - you must select an ERP user manually
When to use: When assignment depends on specific circumstances
Example: "Special Projects" template requires you to choose the specific person
Choosing Between Template and Manual Assignment
Use "Assignment via template" when:
✅ Template has a person or group icon
✅ Standard assignment is appropriate
✅ You want consistent routing for this ticket type
Use building roles when:
✅ Work is building-specific
✅ You need the caretaker or property manager for that building
✅ Template has no assignment (block icon)
Use team default when:
✅ General issue without building specifics
✅ Template has no assignment (block icon)
✅ Team default person is appropriate
Type manual username when:
✅ You know the exact person needed
✅ Special situation requiring specific expertise
✅ Override is needed for this specific ticket
Status Management
Status Codes
ERP tickets use status codes from your property management system:
Common status codes:
0 or "Open" - New ticket, work not started
100 or "Completed" - Work finished and verified
Custom statuses: Your team may have additional status codes mapped from your ERP system. These appear in the dropdown based on your configuration.
Parsed vs Unparsed Status
Parsed status:
Human-readable status names (e.g., "Open", "In Progress", "Completed")
Configured through status mappings by your team administrator
Appears in the dropdown if status editor is enabled
Unparsed status:
Raw status codes from the ERP system (e.g., "0", "50", "100")
Falls back to these if no parsed mapping exists
Status Editor Feature
Availability: The status editor only appears if enabled for your team.
When enabled:
You can select status from a dropdown
Status options include both mapped statuses and fallbacks
Current status is always preserved in the options
When disabled:
Status is managed automatically
Changes made in the ERP system sync to Captured Knowledge
No manual status selection in the ticket creation form
Status Syncing
Bidirectional sync:
Status changes in Captured Knowledge → Sync to ERP system
Status changes in ERP system → Sync to Captured Knowledge
Typically syncs within seconds to minutes
Viewing current status:
Open the case
Go to the ERP Ticket tab
Current status displays with the ticket details
Common Scenarios
Scenario 1: Urgent Maintenance Request
Situation: Tenant emails about broken heating in winter.
Steps:
Open the case created from the email
Verify building is selected (should be auto-detected)
Open "Create ERP Ticket" action
Title: "Broken heating urgent repair - Apt 3B"
Description: Include tenant's description, urgency, any special circumstances
Template: Select "Emergency Repairs" or "Heating/HVAC"
ERP Username: Use "Assignment via template" (if template auto-assigns) or select building caretaker
Reporter: Add tenant from the email
Buildings: Import from case
Occupants: Import from case
Properties: Import from case (specific apartment)
Click "Create ticket"
Result: Ticket created, assigned to appropriate person, flagged as urgent.
Scenario 2: Building-Wide Issue
Situation: Elevator is broken, affecting all residents.
Steps:
Create case (or use existing one)
Verify building is selected
Open "Create ERP Ticket" action
Title: "Elevator malfunction - Building A"
Description: Describe the issue, how many floors affected, any safety concerns
Template: Select "Building Systems" or "Elevator Maintenance"
ERP Username: Use "Assignment via template" or select building administrator
Reporter: Add whoever reported (could be caretaker, tenant, property manager)
Buildings: Import from case
Occupants: Leave empty (affects all occupants)
Properties: Leave empty (common area issue)
Click "Create ticket"
Result: Ticket created for building-wide issue, not tied to specific unit.
Scenario 3: Tenant Complaint Against Neighbor
Situation: Tenant complains about noise from upstairs neighbor.
Steps:
Open the case from the complaint email
Verify building is selected
Open "Create ERP Ticket" action
Title: "Noise complaint investigation - Apt 4B vs 5B"
Description: Document complaint details, times, frequency, impact
Template: Select "Tenant Complaint" or "Noise Complaint"
ERP Username: Use template assignment or property manager
Reporter: Add the complaining tenant (Apt 4B)
Offender: Add the neighbor causing noise (Apt 5B)
Buildings: Import from case
Occupants: Add both tenants
Properties: Add both apartments
Click "Create ticket"
Result: Ticket documents the complaint with both parties identified.
Scenario 4: Internal Maintenance Check
Situation: Building caretaker performs routine inspection and finds issue.
Steps:
Create case manually or via communication
Select building
Open "Create ERP Ticket" action
Title: "Routine inspection - Replace worn fire extinguisher"
Description: Document findings from inspection, location, severity
Template: Select "Routine Maintenance"
ERP Username: Use template assignment or assign to facilities team
Reporter: Add building caretaker
Offender: Leave empty (no one responsible)
Buildings: Import from case
Occupants: Leave empty (preventive maintenance)
Properties: Leave empty (common area)
Click "Create ticket"
Result: Internal maintenance documented properly.
Best Practices
Accurate Information
Complete descriptions:
Include all relevant details in the description
Document any attempts already made to resolve
Note urgency and impact on tenants
Add specific technical details if known
Proper contact selection:
Always add reporters when the issue comes from a tenant or owner
Add offenders only when someone is actually responsible
Verify contact information is current
Real estate accuracy:
Import buildings, occupants, and properties from the case when possible
Verify the imported data is correct before submitting
Select specific properties for unit-specific issues
Template Usage
Choose appropriate templates:
Review available templates with your team administrator
Understand which templates have auto-assignment
Use consistent templates for similar ticket types
Leverage auto-assignment:
Use "Assignment via template" when the template has assignment logic
This ensures consistent routing and faster processing
Reduces manual selection errors
Workflow Integration
Follow suggested workflow:
The AI suggests "Create ERP Ticket" at the appropriate point in the workflow
Create the ticket before attempting to create work orders
Link all related communications to the case first
Status management:
Keep ticket status current (if status editor is enabled)
Verify status in ERP system periodically
Change to "Completed" only when work is verified
Documentation completeness:
Link all related emails to the case before creating the ticket
Ensure contact information is in the case
Verify building and property details are accurate
Troubleshooting
"Real estate must be selected" Warning
Problem: Cannot create ticket - warning appears at top of form.
Why this happens:
No building selected in the case
ERP system requires building association for all tickets
Solution:
Click the "Add a building or property" link in the warning
Navigate to the Real Estate section of the case
Select the appropriate building from the available options
Return to the Workflow panel
Open "Create ERP Ticket" action again
Warning should be gone - form is now enabled
Prevention: Always verify buildings are selected when creating or reviewing cases.
Template Assignment Logic Unclear
Problem: Unsure which template to use or how assignment works.
Why this happens:
Template configuration varies by team
Icon meanings may not be immediately clear
Multiple templates seem similar
Solution:
Check the icon:
👤 Person icon → Auto-assigns to specific user
👥 Group icon → Auto-assigns to group
🚫 Block icon → Requires manual selection
Hover over the icon to see the tooltip explaining the assignment behavior
Consult with your team administrator about which templates to use for specific issue types
Review team documentation for template usage guidelines
Best practice: Ask your team administrator to provide a template usage guide for common scenarios.
Contact Search Not Finding Tenant
Problem: Trying to add a reporter or offender, but contact doesn't appear in search results.
Why this happens:
Contact may not exist in your ERP system yet
Contact may not be associated with the selected building
Search term may not match contact name in system
Spelling variation or different name format
Solution:
Verify building selection: Ensure the correct building is selected in the case (search prioritizes building contacts)
Try different search terms:
Try last name only
Try first name only
Try email address (if you know it)
Check ERP system: Verify contact exists in your property management system
Add contact if missing: If contact doesn't exist, add them to your ERP system first, then they'll appear in Captured Knowledge searches
Contact building association: Verify the contact is associated with the building in your ERP system
Workaround: If contact exists but isn't appearing, you can still create the ticket without adding them as a reporter, then add them directly in the ERP system after ticket creation.
Status Not Updating
Problem: Changed status in Captured Knowledge but it's not updating in the ERP system (or vice versa).
Why this happens:
Sync delay (typically syncs within seconds to minutes)
ERP system connection issue
Status code not recognized by one system
Solution:
Wait a few minutes: Most status updates sync within 1-3 minutes
Refresh the page: Click refresh or reload to see updated status
Check ERP system directly: Log into your property management system and verify the status there
Verify status code: Ensure the status code is valid in both systems
Contact support: If status still not syncing after 5+ minutes, contact your team administrator
Prevention: Be patient with sync delays - give updates a few minutes to propagate between systems.
Cannot Submit Ticket - Form Disabled
Problem: All form fields are grayed out, cannot click "Create ticket" button.
Why this happens:
No building selected (most common)
Ticket already completed
Form is submitting (brief moment)
Solution:
Check for warning message: Look for "Real estate must be selected" warning at top
Add building: Click the link to navigate to Real Estate section and select building
Check action status: If action shows as "Completed", you cannot edit it (ticket already created)
Wait for submission: If you just clicked submit, wait for completion (takes a few seconds)
Result: Once building is selected, form should enable automatically.
Related Articles
Quick Start Guide - Learn the complete workflow for handling cases
Case Lifecycle Example - See a complete example of creating and managing tickets
Introduction to Captured Knowledge - Understand core concepts and system architecture
Troubleshooting Guide - Solutions for common issues across the platform