Assign Agent Inbox Address

Dear expert
In our system (CRM 5.0), we made all required settings for an incoming email to appear in the agent inbox. It was working fine until we change the organizational structure.
We had an organizational unit and under it positons and business partners. All users under this org. unit was able to see the incoming emails. But we changed it a bit and created 3 sub-org unit under the first org. unit. Now users are not able to see new incoming emails and we cannot see emails processed by someone who would be under sub org 2, if we are under sub org 1.
Regarding the first issue: nobody can see new incoming emails.
I found that a dummy business partner under the first org unit had the inbox email address under his system user. If I copy this position/bp/user, under sub org 1 then users under sub org 1 can see incoming emails. But I don't want to replicate this position/bp/user under each of my sub org, because this dummy may be used for other processes. If I assign the email address directly under org 1 or sub org 1, users under sub org 1 still don't see incoming emails .....
Regarding the second issue: is it possible for users to display incoming emails that are processed by someone in a different sub group?
Thanks in advance for your help
Stephanie

Hello Stephanie,
Let's first clear things out.
Suppose you have three levels
Level 1
   |-Level 2
               |-Level 3
(When posting it's not very clear but level 3 is under level 2 and level 2 is under level 1)
If you assign the emails to be received in level 1 everyone belonging to level 1, 2 and 3 will see the e-mails, even when they are in process.
If you assign the emails to be received in level 2 everyone belonging to level 2 and 3 will see the e-mails.
[quote]what can I do to allow all users under the main org unit (even if they belong to different subgroups) to see all emails (in process or completed)?[/quote]
If you want everyone to see all incoming mails, assign your emails to level 1 and everyone (in level 1 and any level below level 1) should see all mails.
Hope this helps!
Regards,
Joost
Message was edited by:
        Joost Stallaert

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