Agent Inbox Customizing
I created 2 different Organizations for IC Webclient. There are 2 different agent groups each under a different organizational unit. The Business Roles assigned to these groups are different. Also, the Agent Inbox profiles are different.
I have assigned only one agent group for E-mail handling.
When I initiate an ERMS mail, the Work Item is received by both the Agent Groups.
Is this a standard behavior OR I am missing some setting?
Can someone provide a solution to this?
Thanks in anticipation,