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Responsibility matrix

The responsibility matrix is a rules table in Singu that defines which person or department is assigned to a ticket when certain criteria are met — for example ticket type, category, complex or building.

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Written by Karolina Łazarewicz

What you should know:

  • The matrix performs an assignment

  • The assigned person receives the ticket and the corresponding notification.

  • If the actual work belongs to someone else, the assigned person can hand the ticket over afterwards by reassigning it inside the ticket.

A typical scenario: a single point of contact (e.g. the property manager) receives all tickets of a given category via the matrix, and then distributes them to the technicians in charge.

1. Opening the responsibility matrix

  1. Go to Master data > Tickets > Responsibility matrix.

  2. You will see the list of existing rules.

2. Adding a new rule

  1. Click Add in the top right.

  2. Define the criteria under which the rule should apply. Typical fields:

    • Ticket type — e.g. Malfunction, Additional work, Cleaning, Warranty case.

    • Category — e.g. Electrical installation, Plumbing, HVAC., * = all categories

    • Complex / Building — if the rule should only apply to specific properties.

  3. Choose the responsible person or department that should receive the ticket.

  4. Save the rule.

Tip: You can combine several rules — for example one general rule for all malfunctions plus additional rules per building. Start with a few clear rules and extend them as needed.

3. How a rule affects a ticket

  1. A new ticket is created.

  2. The system checks whether a rule in the responsibility matrix matches.

  3. If it does, the ticket is assigned automatically to the person or department defined in the rule.

  4. That person receives a notification and sees the ticket in their list.

  5. If needed, you can change the ticket's responsible person directly in the ticket using the "Edit" button.

4. Editing or deactivating a rule

  1. Open Master data > Tickets > Responsibility matrix.

  2. Find the rule you want to change.

  3. Click the pencil icon to update the criteria or the responsible party.

  4. To deactivate a rule, set its status to inactive — the rule is preserved but no longer applies to new tickets.

Notes and pitfalls

  • If a ticket does not match any rule, no responsible person is assigned automatically — the ticket must be assigned manually.

  • The assigned person needs access to the relevant complex and the matching role, otherwise the ticket will not be visible to them. 👉 See article: Managing users: add, edit, deactivate, unlock.

  • If a department is set as responsible, the ticket goes to all members of that department. 👉 See article: Setting up company departments

  • Review the rules regularly whenever responsibilities or team members change.

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