Lesson 2: Assigning email permissions
Incoming email is displayed in the Inbox screen from Application settings > Case Management > Inbox. If emails are processed by Orchestration & Automation to create or update incidents, the emails are shown on the case Email tab, and no longer on the Inbox. Users cannot view the Inbox tab by default as permissions must be assigned.
Access to emails on the incident Email tab is controlled by incident permissions granted to users.
Complete the following steps to assign permissions to the email Inbox.
- From the main menu, click Application settings > Case Management > Permissions and access.
- Click Administrator Settings > Roles and scroll down.
- To grant users permissions to access the Inbox tab, check Access Inbox.
- To grant users permissions to download or delete emails, check the Download emails or Delete emails options.
Users granted the Access Inbox permissions can now see and access the Inbox.
Lesson checkpoint
These permissions granted apply only to global roles. They determine if users can access the email Inbox and emails in the Inbox.
Users without the Access Inbox permissions do not see the Inbox tab or the emails in the Inbox tab.