Besides Issue autodetection rules it is required to define values of several issue box parameters. According to these values, the process of working with Issues from this box will be held. To define Issue box settings, use “Edit” in the context menu of Issue Box.
On the “Issue Box Settings” page you can define parameters of Issue closing (resolving) steps: the expected deadlines (of assignment, reply, resolution and etc.), the rules of responsible users’ assignment and settings of working with Issue through email. You can find full information about all the Issue Box parameters in “IBN 4.7 – Portal Administration” guide.
As an example, select “Pool” in the “Responsible Selection Type” field and add users to the list of responsible. Now when new Issues appears in the Issue box, all the selected users will receive a notification and will be able to work with the Issue. Check the box “Allow Control” and select controller. In this case responsible users will not be able to close the Issue immediately but the Issue will be set on control. Only controller will be able to close the Issue from this Issue box.
In the “Email Routing Settings” block check the box “Allow internal Email Routing”.
