The following sample supposes that you want to organize processing of requests to support and sales. In this case you need two email boxes (for example, support@yourcompany.com for support and sales@yourcompany.com for sales) and one internal email box (in@yourcompany.com).
Create three email boxes on your email server. Then go to “Administration – Help Desk Management – Issue Common Settings” and in the “External E-mail Pop3 Boxes” use “New POP3 Box” to add information about addresses support@yourcompany.com and sales@yourcompany.com.
Click the new box and select “Run” in the context menu to activate the box.
Now select “Mapping Fields” in the context menu.
In the displayed window define the Issue settings for Issues generated from email messages received by this email box. You can define Issue title settings (for example, Issue title will be defined according to email message subject). You can also define client and project which this box’s Issue will be related to. In the “Creator” field define user on behalf of which Issue will be registered in the IBN portal (every IBN Issue must have a creator – internal IBN user).
In the “Issues Box” field select the Issue box which will contain the Issues created from email messages collected by the current email box. In this case all the Issues of this email box will be placed into one selected box. As Issue boxes are used for flexible adjustment of responsibility (user is responsible for Issues of a certain category or subject) it makes sense to divide Issue in to different Issue boxes according to request subject. To make it possible, select “autodetection” in the “Issues Box” field.
The rest of fields are not essential to fill in. So you can skip them oh this step. Later on you can turn back to external Issue box settings and change them.
Now you have to define the settings of internal Email box in@yourcompany.com. It will be required for internal email routing. If the email routing is enabled for an Issue box, the users will be able to receive and send messages related to this Issue by email without necessity to login to the portal.