Departments in Singu let you group users into teams (for example a technical department, a management team, or a general contractor) so tickets and inspections reach the right team automatically instead of being assigned one by one. A department can be set as responsible on a ticket, receive its own notifications, and have its workload shown on the Dispatch Board.
Permissions
Setting up departments, assigning users, and configuring the responsibility matrix is administrator work on the client side. What you can see and do depends on the permissions listed in the table at the end of this article. If a permission is missing, contact whoever manages permissions in your organization.
What departments are for
A department speeds up routing and improves team communication. A ticket raised by a tenant can be routed straight to the responsible department; a department employee then takes it over, or the team manager assigns a specific technician. The same applies to inspections, where the department can be set as responsible.
Typical uses are technical teams, management teams, and general contractors, as well as security or cleaning teams. For a general contractor, the department can handle warranty-related tickets: give the contractor's staff Singu accounts, link them to a dedicated department, and route warranty issues there. This setup is recommended while the facility is still under warranty.
Create a department
Departments are created in the Master Data → Tickets → Company Departments module. Add the department name and its acronym, then save. Adding and editing departments requires the DepartmentEdit permission (User section).
Link users to a department
Users are linked to a department individually in the Admin → Users module. Open the user card (pencil icon) and pick the department from the Department dropdown. You can filter the user list by the Department parameter to check who is assigned.
Only users with internal roles (for example fm technician or property manager) can be linked to a department. External service (partner) roles and tenant roles are excluded: for those users the department field is not available, so if you cannot assign someone to a department, check their role first.
Delete a department
You can delete a department that has never been used in the Master Data → Tickets → Company Departments module. Deleting a department requires the DepartmentEdit permission (User section).
Open Master Data → Tickets → Company Departments.
Click the pencil icon next to the department.
In the edit window, click Delete.
A confirmation message appears and the department disappears from the Company Departments list.
When a department cannot be deleted
The Delete button appears only when no user is linked to the department. This includes inactive users, whose Active field is set to No. To make the button appear, move every user of the department to another department in Admin → Users (user card → Department field).
If the Delete button is visible but deleting ends with an error, the department is still used elsewhere: by tickets or inspections (including closed ones), in the responsibility matrix, or on a building. Such a department stays in the system so that ticket history remains complete. You can still remove it from the responsible list, as described in the next section.
Remove a department from the responsible list
A department appears in the responsible list of a ticket, for example when you delegate a ticket, as long as at least one user of that department has the Active field set to Yes and has access to the ticket's site. When no active user of the department has access to the site, the department no longer appears in the responsible list for that site. Tickets already assigned to the department keep it as responsible.
To remove a department from the responsible list:
In Admin → Users, filter the user list by the Department parameter to see who is linked to the department.
Open each user card (pencil icon) and either pick a different department in the Department field, or set Active to No if the person no longer works in Singu.
Save the user card.
Once the last active user is moved or deactivated, the department disappears from the responsible list when you delegate a ticket.
Disabling login is not enough
A user whose Login is disabled but whose Active field is still set to Yes counts as an active member of the department. Such a user keeps the department visible in the responsible list. Only the Active field decides whether the user counts.
Route tickets to a department automatically
Automatic assignment to a department is driven by the responsibility matrix, configured in Master Data → Tickets → Responsibility Matrix. Set the chosen department as responsible for all ticket categories and types, or only for specific ones. The responsibility matrix applies to the ticket module only.
Notifications
When a ticket is assigned to a department (rather than to one person), Singu emails the department members who hold the DepartmentNotification permission (Ticket section). If a specific responsible user is set instead, only that user is notified. When a department is set as responsible for an inspection, a reminder of the upcoming inspection is sent to the department members the same way.
Which department tickets and inspections you see
A ticket assigned to your department as a whole is visible to all members of that department. A ticket assigned to a specific colleague in your department is visible when you have the ShowMyDepartmentCases permission (Ticket section); inspections have their own ShowMyDepartmentCases in the Inspection section. Depending on your instance's visibility settings, a colleague's ticket may appear on your list automatically, or you may need the Show from my department filter in the Other section. If a ticket you expect is missing, this is usually visibility, not a lost ticket.
Dispatch Board – how to activate it
The Dispatch Board shows a department's open tickets and inspections on one screen, so a team leader can see the whole workload and assign tickets to team members directly from the board. It can display both tickets and technical inspections, or only helpdesk tickets, and can be shown enlarged on a dedicated screen for continuous monitoring.
The Dispatch Board appears in the menu only when all of the following are met:
The logged-in user is linked to a department (Admin → Users → user card → Department field). It is not enough that departments exist in the system; every user who should see the board must be assigned to one. Alternatively, a user whose role has the
MultiDepartmentDashboardpermission (Ticket section) can open the board without a department assignment, in a multi-department view.The user's role has the
Ticketpermission from the Building section.The Dashboard module is enabled for the instance. Module activation is handled by Singu, so if the board is still not visible after the two steps above, contact our support team.
The Boards permissions (Boards → View / Edit) belong to a different feature, the Kanban Boards module, and have no effect on Dispatch Board visibility.
Permissions
Access to departments and the Dispatch Board 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 |
User |
| Add, edit and delete departments in Company Departments. |
Ticket |
| See tickets assigned to members of your department. |
Inspection |
| See inspections assigned to members of your department. |
Ticket |
| Receive email notifications for tickets assigned to your department. |
Ticket |
| Open the Dispatch Board without a department assignment, in a multi-department view. |
Building |
| Required to see the Dispatch Board (Tickets Dashboard). |
Application settings
The application setting below affects the Dispatch Board. 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 |
| Show inspection tickets on the Dispatch Board alongside helpdesk tickets. |
Frequently asked questions
Why can't I see a ticket assigned to a colleague in my department?
You cannot see a colleague's ticket because department members' individual tickets are governed by the ShowMyDepartmentCases permission (Ticket section) and your instance's visibility settings. A ticket assigned to the department as a whole is always visible to members, but one assigned to a specific person may need the Show from my department filter in the Other section, or the permission itself. If it is still missing, contact whoever manages permissions in your organization.
Why can't I see the Dispatch Board?
You cannot see the Dispatch Board until three conditions are met: you are linked to a department (or your role has the MultiDepartmentDashboard permission), your role has the Ticket permission from the Building section, and the Dashboard module is enabled for your instance. Module activation is done by Singu, so if the board is still missing after the first two, contact our support team. Note that the Boards (Kanban) permissions do not control this board.
Why can't I assign a user to a department?
You cannot assign a user to a department when their role is external. Only internal roles, such as fm technician or property manager, can be linked to a department; external service (partner) and tenant roles are excluded, and for them the department field does not appear. Check the user's role in Admin → Users first.
How are tickets routed to a department automatically?
Tickets are routed to a department automatically through the responsibility matrix in Master Data → Tickets → Responsibility Matrix, where you set a department as responsible for chosen ticket categories and types. Automatic routing works only for tickets, and the department must have users linked to it for notifications and the Dispatch Board to be useful.
Can I delete a department?
Yes, you can delete a department in Master Data → Tickets → Company Departments, but only one that has never been used. The Delete button in the edit window appears only when no user is linked to the department, including users with Active set to No. Deleting also fails when tickets, inspections, the responsibility matrix or a building still refer to the department. A department that has been used stays in the system, but you can remove it from the responsible list by moving or deactivating its users.
Why does a department still appear in the responsible list when I delegate a ticket?
A department stays in the responsible list while at least one of its users has Active set to Yes and has access to the ticket's site. For example, if two users of the department can no longer log in but are still marked as active, the department keeps appearing. Move those users to another department or set their Active field to No, and the department disappears from the list.