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In complex service setups with multiple clients, partners or project areas, it may be necessary to limit the visibility of the backlog and restrict the allocation of tickets to specific tags.The backlog access restriction allows users or entire teams to only see and be automatically assigned tickets tagged with certain tags. This ensures that only relevant inquiries are processed and sensitive data is not visible across teams.

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Example

A service provider takes over 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. In the team settings, Restrict displayed tickets by tags is activated.


Filter

Necessary tags must be present in order 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 tagged 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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Effect of the Restriction

The access restriction only affects the ticket overview or the backlog and the smart routing. Users who inherit their settings from the team automatically adopt the restrictions set there. The following 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. Activate restriction for a team or user
    • Area Teams or user management
    • Activate settings: “Restrict displayed tickets by tag”
  2. Define tags
    • Field: “Necessary tags for ticket display” and/or “Excluded tags for ticket display”
    • Make the desired tags selection

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Best Practices

  • The use of tag structures should be clear and consistent, for example Client_X or Project_Y. This simplifies maintenance, evaluation, and error analysis. A wide variety of categories are available in the General Tags.
  • Access restrictions should be used to clearly map responsibilities and protect sensitive data. It is not a substitute for role or rights concepts.