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Authorization for un-associated emails

Hi All,

Is anybody aware of any restriction which can be applied to control the visibility of UN-associated emails in Service Work center.

In our Scenario, we have 2 Business units having different email channels. Each unit shall be able to see only the UN-associated emails received on their channels.



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1 Answer

  • Best Answer
    Jan 22, 2018 at 03:30 PM

    Hi Mohit,

    As of now, there is no option to restrict an unassociated e-mails view. However, you can achieve this requirement (different countries/service units should not see the unassociated emails that do not belong to them) if you use a default customer.
    - Define a default customer for each email channel
    o Channels belonging to different countries should have different default customers
    o Now there will not be Unassociated Emails anymore, only tickets on the default customers
    - Define routing rules to assign those tickets to the correct service org
    o You can design a routing rule based on the customer ID
    o We assume there are already access restrictions on tickets, and that the service orgs map to the countries
    - If the new email referred to an existing ticket the user can:
    o Move the email to the other ticket, using an existing feature available on each email chunk within the ticket Interactions list
    o Mark the ticket on the default customers as irrelevant

    And another approach would be to create different queries with separate "To" address and assign this query to individual Business roles via Page layout.


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    • Hello Sandeep, Mohit,

      Isn't it possible to:

      - set the corresponding email channel at org unit level for each

      - restrict the Un-associated emails at service unit level?

      I do not have an available tenant to test this so it is just an assumption at this point.

      Kind regards,