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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 assignment of tickets to certain tags.The backlog access restriction ensures that users or whole teams see and are automatically assigned only the tickets that are labeled with certain tags. This makes sure that only relevant requests are processed 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 team “Stadtwerke Voltlingen” should only see tickets from Stadtwerke Voltlingen.
  1. In the team settings, Restrict displayed tickets by tags is activated.


Filter

Required tags must be present for a ticket to be opened.
Excluded tags make it so 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: Stadtwerk 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 limitation

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 a user
    • Under Teams or User Management
    • Activate setting: “Restrict displayed tickets by tag”
  2. Set 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, for example Client_X or Project_Y to facilitate maintenance, evaluation, and error analysis. A variety of categories are available in the General Tags.
  • Access restrictions should be used to clearly depict responsibilities and protect sensitive data. It is not a substitute for role or rights concepts.