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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 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 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 see only tickets from Stadtwerke Voltlingen.
  1. In the team settings, Restrict displayed tickets by tags is activated.


Filter

Necessary tags must be present for a ticket to be opened.
Excluded tags ensure that a ticket can no longer be opened once it is present on a 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. Tickets from Stadtwerke Stromhain remain completely hidden to this team.

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Effect of the Restriction

The access restriction affects only the ticket overview or the backlog and the autopilot. Users who inherit their settings from the team automatically adopt the restrictions set there. Not restricted are:
  • Search function in ticket and ticket overview
  • Ticket history in the ticket
  • direct URL calls of tickets

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Configuration in the System

  1. Activate restriction for a team or a user
    • Teams or User Administration section
    • Activate setting: “Restrict displayed tickets by tag”
  2. Define tags
    • Field: “Necessary tags for ticket display” and/or “Excluded tags for ticket display”
    • Make desired tag selection

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Best Practices

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