In complex service setups with multiple tenants, partners, or project areas, it may be necessary to limit the visibility of the backlog and to restrict the allocation of tickets to certain tags.

The backlog access restriction allows users or entire teams to see and be automatically assigned tickets that are tagged with certain tags. This ensures that only relevant requests are processed and sensitive data are not visible across teams.

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Example

A service provider manages 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.

  • In the Routing and Tags → Routing section, the Ticket Backlog Access Restrictions setting is activated.

  • In the Team Settings, Restrict Displayed Tickets in Backlog to Skills is activated.

  • For Necessary Skills for Ticket Display, the tag Tenant: Stadtwerke Voltlingen is selected.

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

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Scope of the Restriction

The access restriction affects only the ticket overview or the backlog and the autopilot. Users that inherit their settings from their team automatically adopt the restrictions set there.

What is not restricted:

  • Search function in ticket and ticket overview
  • Ticket history in ticket
  • direct URL calls of tickets

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System Configuration

  1. Activate Global Function

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

  2. Activate Restriction for a Team or a User

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

  3. Set Tags

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

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

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Best Practices

  • Use clear and consistent tag structures, e.g. Tenant_X or Project_Y. This facilitates maintenance, evaluation, and error analysis.
  • Use access restrictions purposefully to clearly illustrate responsibilities and protect sensitive data. Do not use as a substitute for roles or rights concepts.