Pinning Activities
Activities can be pinned to the Inbox to indicate that you wish to continue to work on a particular activity, and do not want it to be moved to a queue or another user. Pinned activities are not pushed back automatically to queues. You can pin activities only if you have the Pin action assigned to you. A pinned activity can be pulled, but only by users who have the Unpin action assigned to them.
To pin an activity:
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In the Main Inbox, select the activity you want to pin.
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In the Main Inbox toolbar, from the More button, select Pin/Unpin.
A Pin 
icon appears in the inbox list indicating that the activity is pinned.
If you cannot see the Pin icon, contact your system administrator. The Pinned attribute for the Advisor Desktop - Inbox - Main - Activity List screen may need to be made displayable from the Administration Console. For details, see eGain's Administrator’s Guide to Administration Console.
To unpin an activity:
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Select the pinned activity from the Inbox.
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In the Main Inbox toolbar, point to the More button, and select Pin/Unpin. The activity is unpinned.
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