• The Organizational hierarchy add-on must be activated to view and use the features described below.
  • Administrator access rights may be required to perform some or all of the following steps related to Organizational hierarchy.

In brief

Organizational hierarchy is used to distinguish and organize unique segments of your company such as internal departments, business units, international holdings or subsidiaries.

When the Organizational hierarchy add-on is activated it replaces the regular list of business units on the Business units page in Settings with a graphical representation of unit relationships. Organizational hierarchy allows you to move units within a tree-like structure to model your company’s business structure. You can also assign information such as logos, bank accounts, VAT numbers and invoice numbering to differentiate the units.


Every new case is automatically assigned to the unit of the person who creates the case. The unit of a case can be changed on the Case page by clicking Edit in the Overview section title bar. Then click the drop-down menu next to Business unit to select a different unit, and click Save.

Certain information related to a case, such as the Language, Currency, FormattingBusiness IDInvoice numbering, Billing address, Logo and invoice Footer are taken from the business unit. If this information isn't provided for a unit it will be taken from the parent unit or Company details.

Business units can be used to delimit and qualify results in the Report gallery. For example sales forecasts, resource allocations and case billing can be used to compare the prospects and progress of different units. 


In the top menu, go to Tools > Settings, and click Business units.


Business units and departments are displayed in a tree view. Units can be moved within the hierarchy by clicking and dragging. With the mouse, hover on a unit and when it turns blue, click it and drag it to another unit. Drop or release the dragged unit and it will become a subset of the second unit. 

Similarly, hover on a unit to reveal the Edit and Disable icons. Click the Edit icon to open a pop-up where you can update details, add a logo or relocate the unit in the hierarchy (using the Belongs to drop-down menu). Disable hides units from the tree view but doesn’t remove them completely. This function can be used for units that have been closed, sold or are otherwise no longer in use. Click to mark the Show disabled units check box and include disabled units in the tree view. Disabled units can be edited, enabled or deleted  using the icons that appear on the right.

Note: Disabled units will still be assigned to cases if the person creating the case belongs to the disabled unit. However, disabled units will no longer be available for selection on Case, Power report or other pages.

Creating a unit

New units are created by clicking the Add new button near the top left. A pop-up entitled New business unit opens, and details about the unit should be entered and saved. The Name is required, but other information will be taken from the parent unit if details aren't entered.


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