Departments and organisation structure
Model your organisation so routing and conflict checks reflect reality.
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Departments mirror your organisation chart. They can be nested, so a department can sit inside another one.
Why departments matter
- Routing rules send cases to a handling, investigating or approving department.
- When a report is about a department, that department and everything below it is treated as conflicted. Its members cannot see or handle the case.
- Users belong to departments, and their reporting line is used for conflict checks.
Rules the system enforces
- A department cannot be placed inside itself or inside one of its own children. Cycles are rejected.
- Each department has a name, a short unique code such as HR or AUDIT, and an optional parent.
Tip. Keep the structure honest. If Internal Audit reports to Finance in reality, model it that way, otherwise conflict checks will miss the relationship.
Related guides
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