Skip to Content
0
Former Member
May 09, 2008 at 01:17 PM

Agent inbox results show everything

34 Views

Hi all,

I'm just checking something.

We have the following (I believe) strange behaviour in the agents inbox.

Let me explain the situation:

Agent 1 is assigned to org 1 --> incoming emailadres org1ADcustomer.com (can't include an emailaddress anymore 😉 )

Agent 2 is assigned to org 2 --> incoming emailadres org2ADcustomer.com

Agent 3 is assigned to org 1 --> incoming emailadres org1ADcustomer.com

Agent 3 is assigned to org 2 --> incoming emailadres orgADcustomer.com

Within the agent inbox, while selecting assigned to 'org1', the agent 1 gets mails assigned via ERMS to the correct org1, BUT he also gets mails from org2, this although the resposible group is org2.

Is it normal that the inbox shows results from all groups to which one of the agents in the group the agent logged on with??

If not I need to log this at oss. The problem not only resides during emails, but also with Service tickets.

Thanks for informing me if you have had the same behaviour.

kind regards,

Micha