Hello All,
ERMS has been set up and the same works, however I need to route e-mail to different agents based on the e-mail sender,
Following are the configurations performed.
1) Under ppoma_crm the users are assigned to the same org unit
2) I have created two different rule policies namely ERMS which says if e-mail sender as mentioned below then forward e-mail to am@xxx.com,this e-mail id is mapped to the user atul
3) The second rule policy which I have created is ERMS1 which says if E-mail sender as mentioned below then forward e-mail to bm@xx.com, this e-mail id is mapped to the user vikas
4) However when the incoming e-mail appears from the user id atulanu07@gmail.com, the system display's two agents which is incorrect, and hence the incoming e-mail can be seen in both the below mentioned agent's inbox, the same should only be visible in the inbox for the user atul.
Please advice if I am missing on any configurations
Kind Regards
Atul