In complex service setups with several clients, partners or project areas, it may be necessary to limit the visibility of the backlog and to limit the assignment of tickets to specific tags.The Backlog Access Restriction makes it possible for users or entire teams to only see and automatically get assigned tickets that are tagged with certain tags. This ensures that only relevant requests are processed and that sensitive data is not visible across teams.

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Example

A service provider handles customer service for several municipal utilities, including Stadtwerke Voltlingen and Stadtwerke Stromhain. The service provider uses the same Enneo instance for both utilities. The team “Stadtwerke Voltlingen” should only see tickets for Stadtwerke Voltlingen.
  1. In the Team settings, the option Restrict displayed tickets using tags is enabled.


Filter

Required tags must absolutely be present for a ticket to be opened.
Excluded tags ensure that a ticket can no longer be opened as soon as it is present on the ticket.
  1. For Necessary tags for ticket display, the tag Client: Stadtwerke Voltlingen is selected.
Result: Only tickets with the tag Client: Stadtwerke Voltlingen are displayed in the backlog and considered by the autopilot. The tickets of Stadtwerke Stromhain remain completely hidden to this team.

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Impact of the restriction

The access restriction only applies to the Ticket overview or the Backlog and the Autopilot. Users who inherit their settings from the team automatically take over the restrictions set there. Are not restricted:
  • Search function in ticket and ticket overview
  • Ticket history in the ticket
  • Direct URL calls of tickets

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System Configuration

  1. Enable restriction for a team or a user
    • Area Teams or User Management
    • Enable setting: “Restrict displayed tickets using tags”
  2. Define tags
    • Field: “Necessary tags for ticket display” and/or “Excluded tags for ticket display”
    • Select desired tags

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Best Practices

  • The use of tag structures should be clear and consistent, e.g. Client_X or Project_Y. This facilitates maintenance, evaluation and error analysis. A large number of categories are available in the General Tags.
  • Access restrictions should be used to clearly delineate responsibilities and protect sensitive data. It is not a substitute for role- or rights-based concepts.