In the complex service setups involving multiple clients, partners, or project areas, it may be necessary to limit the visibility of the backlog and the allocation of tickets to specific tags.

The backlog access restriction allows users or entire teams to exclusively see and automatically be assigned tickets that are marked with certain tags. This ensures that only relevant requests are handled and 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 “Stadtwerke Voltlingen” team should only see tickets from Stadtwerke Voltlingen.

  1. The Ticket Backlog Access Restrictions setting is activated in the Routing and Tags → Routing section.

  2. In the team settings, Restrict Displayed Tickets in Backlog to Skills is activated.

  3. The tag Client: Stadtwerke Voltlingen is selected for Necessary skills for ticket display.

Result: Only tickets with the tag Client: Stadtwerke Voltlingen are displayed in the backlog and considered by the Autopilot. The tickets from Stadtwerke Stromhain remain completely hidden from this team.

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Effect of the Restriction

The access restriction applies exclusively to the ticket overview or the backlog and the autopilot. Users who inherit their settings from the team automatically adopt the restrictions set there.

The following are not limited:

  • 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 global feature

    • Routing → Routing options section
    • Activate setting: “Enable Ticket Backlog Access Restrictions”

  2. Activate restriction for a team or user

    • Teams or User management section
    • Activate setting: “Restrict Displayed Tickets in Backlog to Skills”

  3. Specify tags

    • Field: “Necessary Skills for Ticket Display”
    • Select desired tags

A ticket must have at least one of these tags to be displayed in the backlog and considered by the Autopilot.

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Best Practices

  • Use clear and uniform tag structures, e.g., Client_X or Project_Y. This makes maintenance, evaluation, and error analysis easier.
  • Use access restrictions purposefully to clearly define responsibilities and protect sensitive data. Do not use as a replacement for role or rights concepts.