Hi Shankarbala
These are few concept of queue use with email routing
Queue are linked with email boxm which has a owner and a Business unit
when a email is sent to an email address which is linked to the email item is dropped in the queue
Any one who have access to the queue folder can accept the email id ,
which changes the OWNER ship of the email activity ,
After this the new owner can reassign to any other user who can access the Email activity
Note , if the case / activity is assign to a another queque , it would stay in the queue
until its accepted or assigned to a USER.
Hope this help
Dk
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