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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,


Former Member

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