IC Web Inbox and inheritance

[Former Member]

Dear expert

In our org. model, we have one main org. unit and several org. units branched beneath (sub-structure).

When an incoming email is 'unprocessed', it can be seen by all users assigned under the main org. unit or under the org. units branched beneath. But if the email is 'in process' or 'completed', then only people within the same group can see the emails. Is it an error of the system or something is missing in the configuration?

We are using CRM 5.0 and the IC Web Inbox to process incoming emails.

Thanks a lot in advance

Stephanie

[Former Member · Accepted solution]

Hi Stephanie,

Here the solution can be in Authorization object.

In CRM we have authorization object which gives individual users for accessing various components. This is maintained in Transction SU21.

In your case also there might have been a setting made which only allows email is 'in process' or 'completed', then only people within the same group can see the emails.

Check for that.

Regards,

Pranay

Rewrad points

[Former Member]

Hi Pranay,

Thanks for your answer but all users under the main org unit or under its substructure have the same roles/profiles.

Any other ideas?

Thanks in advance

Stephanie