Hiding a new Mailbox from the Request List

[samwoo]

Hello,

We have added a new Mailbox, but we do not want it to be selectable in the list when sending an email in a Request - how can I remove this Mailbox from this list?

It keeps defaulting to the new one and people keep using it despite us constantly telling them not to... perhaps because there has always been 1 mailbox set up in the past they've never had to make any selections.

Please advise, it's causing a lot of issues.

Thanks,

Samuel

[NeilWJ]

Hi Samuel,

I have asked someone in the Service Manager app team to advise on this. At the moment mailboxes are not linked to applications, they are just a system resource. So we would either need to add a setup to the SM settings where you can specify which mailboxes should be used with SM. The alternative is we make it possible to link mailboxes to specific applications (this would require core changes rather than application changes).

We will let you know what the outcome of the discussion is.

Cheers

[James Ainsworth]

Hi Samuel,

I'm interested to understand if the people that are accidentally sending emails from this second mailbox actually need access to this this second mailbox for another purpose?  If they don't need any access can you create some roles that are specific to each mailbox and only assign the roles to the people that use that particular mailbox.

James

[Martyn Houghton]

@samwoo @James Ainsworth

As James states we have the same issues and at the moment we have mitigated this via permissions so only allowing certain people to have access to certain mailboxes, however for those who do need access to multiple mailboxes, they do have to be careful when sending emails and mistakes do happen. The problem is that when the customer replies to the email from the wrong mailbox it then comes into the wrong mailbox/team,so the issue is compounded.

We did raise the idea of having a default mailbox per Service on the post below.

Cheers

Martyn