> For the complete documentation index, see [llms.txt](https://docs.digit.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.digit.org/complaints-management/access/configurator-onboarding-guide/setup-common-masters.md). # Setup Common Masters ## Overview You can set up departments, designations and categories of complaints a citizen can file, on top of the tenant and boundaries you have created. The purpose of this phase is to set up the reference data that determines how complaints get categorised and routed: departments, designations, and the complaint-type hierarchy. Everything created here becomes selectable in Phase 4 when assigning departments and designations to individual employees — accuracy here matters as much as completeness, since it directly shapes Phase 4. ## Steps This phase consists of 3 steps: 1. [Upload Common Master Excel](#upload-common-master-excel) 2. [Create Departments and Designations](#upload-common-master-excel) 3. [Create Complaint Types](#create-complaint-types) {% stepper %} {% step %} ### Upload Common Master Excel Click on **Start Setup** to get started. What this step does: This is where you hand CMS the raw data for your departments and designations before anything is actually created. {% hint style="info" %} **Note:** Uploading the Common master excel file covers the steps for uploading the master Excel and creating departments and designations.
{% endhint %}

Click "Download Template" to get Common and Complaint Master.xlsx, containing two sheets. 1. Department

Column	Description	Example
code	Short, unique department code	WORKS
name	Department display name	Public Works Department
active	true or false	true

2. Designation

Column	Description	Example
code	Short, unique designation code	WORKS_OFFICER
name	Designation title	Field Officer
description	Short description of the role	Handles ground complains
department	One or more department codes - comma-separated if the designation spans multiple departments	PWD
active	true or false	true

Fill in one row per department and one row per designation. Upload the completed file.

You'll see a preview of the first rows from each sheet - check department codes and designation-to-department mappings before proceeding.

{% hint style="info" %} Note: The above image is illustrative only and does not reflect live or actual data. {% endhint %} After review, click on **Create & Continue**. {% endstep %} {% step %} ### Create Complaint Types

1. **Define Complaint hierarchy:** name your complaint-category structure (default: “PGR”) and set its levels, top to bottom (default: Authority Type → Main Category → Sector → Sub-Type). Minimum 2 levels. 2. **Download the generated template:** Unlike Phase 3's first template, this one is genuinely shaped by the levels you just defined: one column per level, plus Department Name, Resolution Time (in hours), and Search Words. Fill in one row per specific, lowest-level complaint type (e.g. “Garbage not collected” under Environment → Sanitation). 3. **Verify:** Review a tabbed summary of Sub-types (the individual complaint types) versus Hierarchy nodes (the category levels above them) before confirming. The end of these steps marks the end of Phase 3! {% endstep %} {% endstepper %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.digit.org/complaints-management/access/configurator-onboarding-guide/setup-common-masters.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.