The responsibility matrix is a table of rules that automatically assign each new ticket to a responsible person or department, based on criteria you define such as ticket type, category, or complex. Instead of assigning every ticket by hand, you set the rules once and Singu routes matching tickets for you.
Permissions
Setting up the matrix is administrator work. Viewing the rules and adding, editing, or removing them all use one permission, CategoryMatrixEdit (Ticket section); there is no separate view-only permission. If you cannot open the matrix, contact whoever manages permissions in your organization.
A few things to know before you start:
The matrix performs an assignment: the matching person or department becomes responsible for the ticket and receives the notification.
If the work actually belongs to someone else, the assigned person can hand the ticket over afterwards by changing the responsible party inside the ticket.
A typical setup: a single point of contact (for example the property manager) receives all tickets of a given category through the matrix, then distributes them to the technicians in charge.
Opening the responsibility matrix
Go to Master data > Tickets > Responsibility matrix.
The list of existing rules opens.
Adding a new rule
Click Add in the top right.
Define the criteria under which the rule applies:
Ticket type or Category – you choose one or the other, not both. For example a ticket type such as Malfunction or Warranty case, or a category such as Electrical installation, Plumbing, or HVAC. In Category,
*means all categories.Complex or Complex group – optional, to limit the rule to specific properties. Leave it empty to apply the rule everywhere.
Choose whether a person or a department should become responsible, then select it.
Save the rule.
You can combine several rules, for example one general rule for all malfunctions plus additional rules per complex. Start with a few clear rules and extend them as needed.
How a rule affects a ticket
A new ticket is created.
Singu checks whether a rule in the matrix matches the ticket's type or category and its complex.
If a rule matches, the ticket is assigned automatically to the person or department in that rule, and they receive a notification and see the ticket in their list.
If no rule matches, the ticket goes to the instance's default responsible party, if one is configured; if there is no default, the ticket has no responsible party and must be assigned manually.
You can change the responsible party at any time in the ticket using the Edit button.
Editing or removing a rule
Open Master data > Tickets > Responsibility matrix.
Find the rule you want to change.
Click the pencil icon to update the criteria or the responsible party.
To stop a rule from applying, remove it. Rules do not have an inactive state, so a removed rule is deleted rather than paused; recreate it if you need it again.
Permissions
Working with the matrix depends on the permission below. The first column is the Admin module section, the second is the permission name, and the third explains what it grants.
Admin module section | Permission name | Description |
|
| View the responsibility matrix and add, edit, or remove its rules. The same permission covers viewing and editing. |
Frequently asked questions
Why wasn't my new ticket assigned to anyone?
Your new ticket was not assigned because no rule in the matrix matched its type or category and complex, and no default responsible party is configured for the instance. Add or adjust a rule so the ticket's criteria are covered, set a default responsible party, or assign the ticket manually with the Edit button.
Why can't the assigned person see the ticket?
The assigned person cannot see the ticket when they lack access to its complex or the right role. To be set as responsible and to see the ticket, a user needs access to the relevant complex and the ResponsiblePerson permission scoped to it. Check both, then reassign if needed.
Can I deactivate a rule instead of deleting it?
No, you cannot deactivate a rule; the matrix has no inactive state. To stop a rule from applying, open Master data > Tickets > Responsibility matrix, find the rule, and remove it. If you need it again later, recreate it. Removing a rule only affects new tickets; tickets already assigned keep their responsible party.
A rule assigns a whole department. Who actually gets the ticket?
When a rule assigns a department, the ticket becomes the department's responsibility: members who have access to its complex see it in their ticket list, and members who hold the DepartmentNotification permission receive the email. It does not notify every member automatically. Any of them can then take the ticket over or reassign it.