Under Admin > Users you add, edit, and deactivate user accounts in Singu, and reset passwords for users who have forgotten their credentials or whose account has been locked. This article walks through each of those tasks and the account statuses you see in the list.
Permissions
Managing users is administrator work. Opening Admin > Users and adding, editing, deactivating, and resetting passwords are all granted by a single permission, UserEdit (Admin section); external-service admins use UserEdit in the Partner section instead. Setting a password manually, rather than emailing a reset link, also needs OwnPassword (Admin section). If you cannot open the list or an action is unavailable, contact whoever manages permissions in your organization.
Adding a user
Go to Admin > Users.
Click + Add.
A form opens. Fields marked with * are mandatory:
First name *
Last name *
Email *
Phone number
Mobile phone number
Position
Information (additional details about the user)
Language
Country
Department matters for technical staff. Assigning a user to a department gives them access to tickets handled by that department and email notifications when such a ticket is created or updated. The field is optional and appears only for internal roles (not tenants or external services); a user cannot have both a company link and a department. Departments are configured under Master data > Tickets > Company departments.
Role * defines the user's permissions:
External roles (Tenant, External service): after you select one, a mandatory Tenant/Partner field appears, where you link the user to a company.
Internal roles: all other roles.
Complex * sets the properties the user needs access to.
Login * must be unique in the system, usually the email address.
Login enabled: YES / NO controls whether the user can sign in: YES gives an active account that can sign in, NO blocks sign-in.
Generate a new random password:
Enabled – the system creates a random password.
Disabled – you set a temporary password manually.
The Notification toggle controls whether the user gets the automatic account-creation email. The generated password (or a reset link) is delivered through that email, so if Notification is off, the password is not sent and you will need to set or reset it another way.
Users can also be added directly from the Company/Tenant or External service card.
Editing a user
Open Admin > Users.
Find the user via the search bar.
Click the pencil icon (Edit).
Deactivating a user account
Singu does not permanently delete users (for audit-history reasons), but accounts can be deactivated.
Open Admin > Users.
Find the user.
Click the pencil icon.
Set Active to NO.
Checking account status
In Admin > Users, the state of each account is shown by three columns. An X in a column means that condition is not met:
Active – an
Xmeans the account is deactivated.Login enabled – an
Xmeans sign-in is turned off, for example after the account was locked by too many failed password attempts or an admin disabled it.Account activated? – an
Xmeans the user has not yet activated their account.
Unlocking an account and resetting a password
Users who have forgotten their password can use the Forgot password link on the login page themselves. An account also locks after too many failed sign-in attempts (five by default, configurable per instance). To unlock an account or reset a password as an administrator:
Open Admin > Users.
Find the user.
Click the key icon.
In the Reset password dialog you can:
Reset password – the user receives an email to create a new password.
Set your own password – enter a password manually. This option needs the
OwnPasswordpermission.
Permissions
Managing users relies on the two permissions below. For each one, the table shows the Admin module section it sits in, its exact name, and what it lets you do. If a task described above is greyed out or missing, you are usually lacking one of these.
Admin module section | Permission name | Description |
|
| Open Admin > Users and add, edit, deactivate users, and reset or unlock their passwords. External-service admins use the same permission in the Partner section. |
|
| Set a user's password manually in the reset dialog, instead of only emailing a reset link. |
Frequently asked questions
Can I delete a user?
No, you cannot delete a user; Singu keeps every account for a complete audit history. Instead of deleting, deactivate the account: open the user in Admin > Users, click the pencil icon, and set Active to NO. A deactivated user can no longer sign in but stays on record.
A user is locked out and can't sign in. How do I unlock them?
A user gets locked out after too many failed sign-in attempts (five by default, configurable per instance), shown as an X in the Login enabled column. To unlock them, open Admin > Users, find the user, click the key icon, and either send a reset-password email or set a new password manually. The user can also reset it themselves with Forgot password on the login page.
Why is the Department field missing when I add a user?
The Department field is missing because the user has an external role. Department is available only for internal roles; tenants and external-service users cannot be assigned to a department, and a user cannot have both a company link and a department. If you need the field, check that the selected role is internal.
The new user didn't get their password email. Why?
The new user did not get a password email, most often because the Notification toggle was off when the account was created. Singu sends the password (or a link to set one) only in the welcome email, and that email goes out only when Notification is on. If you set the password manually instead, no password is emailed either. To fix it: click the key icon next to the user and send a password reset by email, so they get a link to set their own password, or pass the password you set to the user directly.
What's the difference between Active, Login enabled, and Account activated?
These are three separate account states. Active tells you whether the account is in use at all (an X means it was deactivated). Login enabled tells you whether sign-in is allowed (an X means it is off, for example after a lockout). Account activated? tells you whether the user has completed activation (an X means they have not activated yet). A user must be active, login-enabled, and activated to sign in normally.
The user's role has the permission, but they still cannot perform the action. Why?
A permission set directly on a user account takes precedence over the role and can remove it. The account keeps its role, but the individual entry wins for that permission. These exceptions are added and removed under Admin > ACL: Roles > Users / Permissions, for one person at a time. The role listing does not show them, so the role can look correct while the user does not hold the permission.