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Universal Inbox

The Universal Inbox is a feature that allows the user to display inbox items, which are units of work. Siebel CRM assigns these inbox items to the user. It allows Siebel CRM to assign a single owner to each inbox item. It can transfer a task UI between users for reassignment, approval, or consultation through the Universal Inbox. It stores a task in the inbox of the task owner. The inbox provides a single location where the user can find and start tasks that are paused or assigned.

A task UI depends on the Universal Inbox to allow the user to start, resume, transfer, or delete a task that Siebel CRM assigned or transferred to the user. The bottom of the task pane includes a link to the Universal Inbox to simplify navigation. If the user pauses a task, then Siebel CRM stores the state and information about the task instance in the Siebel database. It creates an inbox item in the inbox in the Siebel database. The Inbox Items List view displays the tasks that belong to a user. An inbox item displays the name of the task and the name of the user who created the task instance, by default.

How Task UI Manages a Task Instance That Displays in the Inbox

Each inbox item of type Task references only one task instance. During the duration of a task instance, the instance and the inbox item for the instance cycle through multiple states, indicated by the status field of the inbox item. The name of the inbox item is the name of the task UI, so the additional context field of the inbox item allows the user to distinguish between multiple instances of the same task. You can display some messages that are specific to this instance in the context field to help the instance owner distinguish between multiple instances, or to provide instructions that are essential to the owner.

You can use the Instance Identifier task property to configure a task UI to enter a message in the context field that is specific to a task instance. For more information, see Modifying a Task UI to Display a Message That Is Specific to a Task Instance.

How Users Can Resume a Paused Task UI from the Inbox

A user can click the linked name field for a paused task UI to resume it from the inbox. For more information, see Resuming a Paused Task UI.

A generic view of the Universal Inbox displays inbox items that Siebel CRM assigned to the current user. The user can view an inbox item of a paused task instance through an association to business data, such as an account, service request, or contact. This configuration allows the user to resume a task instance for another user without jeopardizing the integrity of the inbox. For more information, see Creating an Association That Allows the User to Resume or Transfer a Paused Task UI.