You should add at least one inbox for every user who acts on issues.
Note You need the Groups, inboxes, and user accounts security privilege to add, edit, or delete inboxes.
Adding an inbox
Procedure To add an inbox:
1 Go to Issue Manager/Configuration and select Inboxes.
2 Click the Add Inbox button.
3 On the Inbox
Settings dialog, enter a Name
for the inbox. Each inbox requires a unique name of up to 30 characters
(e.g., Dave (Dev), PM Inbox, Jesse -
Doc, Dan - Dev (Product A), and Dan
-- Dev (Product B).
User inbox names can be in any format you choose, but you should follow
the format consistently. A format might be user (group), user -- group (Product-name),
Diane (QA), diane, or just login. Group inboxes should also follow a consistent
format (e.g., group or Group (Product-Name).
Special characters are not allowed. Inbox names are displayed in ASCII
sort order (capital letters first) on the Inboxes
page.
4 From the drop-down Group list, select the group that is associated with this inbox. Based on this association, Issue Manager helps users reassign issues selectively. For example, say that Denise, who is in the Documentation group, reassigns an issue in her inbox. Issue Manager opens the Issue Reassignment dialog with Documentation as the default group. Denise can then select another member of the Documentation group from the New Inbox list box without having to scan the entire list of inboxes.
5 You can enter an optional description of the inbox (up to 80 characters). Examples: Developer David Hanson’s inbox and dhart’s inbox for Product B issues.
6 The Is Active setting is selected by default. If the inbox is used in the routing rules it cannot be deactivated.
7 Click the OK button to create the new inbox.
Editing an inbox
Procedure To edit an inbox:
1 Go to Issue Manager/Configuration and select Inboxes.
2 Click the Name of the inbox you wish to edit.
3 On the Inbox Settings dialog, edit the Name of the inbox.
4 From the drop-down Group list, select an alternate group to be associated with this inbox.
5 Edit the optional description of the inbox.
6 Edit the Is Active setting. Note however that if the inbox is used in routing rules it cannot be deactivated.
7 Click the OK button to save your changes.
Deleting an inbox
You can delete an inbox only if it does not contain any issues, is not referenced in routing rules, and is not the default inbox of a user. Before you try to delete an inbox, edit the routing rules to prevent new issues from being routed to the inbox, and then reassign the existing issues in the inbox.
Procedure To delete an inbox:
1 Go to Issue Manager/Configuration and select Inboxes.
2 Click the Delete icon (in the Actions column) of the inbox you want to edit.
3 Click Yes on the confirmation dialog to remove the inbox from the system.