Josh Bridgens Posted January 9, 2019 Share Posted January 9, 2019 Morning all, Since we have returned from the Christmas break, a few of our auto logged calls from emails (users leaving the company) have decided we are now no longer able to see the emails that the call was originally logged from? When we open the "view email" section of the post we get "Oops! You do not have access to this Email." This is a huge problem as the leavers need processing correctly and without the emails we are unable to see anyt specifics pertaining to the individual leavers.... Any ideas? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 9, 2019 Share Posted January 9, 2019 @Josh Bridgens One cause of this is if the original email, which is held in the shared mailbox has been deleted, so it would be worth checking whether you can open the email in the mailbox folder that they get archive too then the auto responder has processed them. Could it be that there has been some clearing down of the emails in the mailbox over the holiday period? Cheers Martyn Link to comment Share on other sites More sharing options...
Josh Bridgens Posted January 9, 2019 Author Share Posted January 9, 2019 3 minutes ago, Martyn Houghton said: Could it be that there has been some clearing down of the emails in the mailbox over the holiday period? Hi @Martyn Houghton, not as far as myself of any Sys Engineers are aware of, it only appears to be on these certian calls that the emails are missing... I can see much older emails no problem and there doesn't appear to be any archiving in place... strange one... Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 9, 2019 Share Posted January 9, 2019 @Josh Bridgens If you can open the emails in the mailbox directly in the shared mailbox, then it would either tend to point to a permissions issue in terms of the role the affected users have. Cheers Martyn Link to comment Share on other sites More sharing options...
Josh Bridgens Posted January 9, 2019 Author Share Posted January 9, 2019 @Martyn Houghton, thought about it, not sure how many more I can add... at first it was just those with a lite permission that had noticed it, so once i realised even I cant see them i realised there was an issue... Can you think of any other roles that may be affecting this off the top of your head? Josh Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 9, 2019 Share Posted January 9, 2019 @Josh Bridgens Well there is no more rights you can given them is they are a member of the the role above. Do you get the same error when you manually locate and open the email in the Shared Mailbox directly? Cheers Martyn Link to comment Share on other sites More sharing options...
Josh Bridgens Posted January 9, 2019 Author Share Posted January 9, 2019 @Martyn Houghton, sure do As far as I know the mailboxes within the instances don't get archived... so not sure where to go from here! Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 9, 2019 Share Posted January 9, 2019 @Josh Bridgens I think this is going to be one for Hornbill to have a look at. If you have a support plan it would be a good idea to log it as a request with them direct, given the impact it is having. Cheers Martyn Link to comment Share on other sites More sharing options...
Josh Bridgens Posted January 9, 2019 Author Share Posted January 9, 2019 @Martyn Houghton how far back do your Deleted emails go? As far as I am aware ours have never removed any as we have had Processed Leaver emails in there for 4+months that we have had to root around for and successfully found, but our mailbox now only appears to show from the 14/12/2018.... Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 9, 2019 Share Posted January 9, 2019 @Josh Bridgens We got emails in separate monthly folders back to 2016. There is no automated deleting of emails, it is a totally manual process, so looks like the original emails may been deleted somehow. Would raise a request with Hornbill to see if they can be re-instated. Cheers Martyn Link to comment Share on other sites More sharing options...
Josh Bridgens Posted January 9, 2019 Author Share Posted January 9, 2019 @Martyn Houghton "oh yeah, I had a cleanup of the emails over the holidays" nothing beats human intervention..... Thanks Martyn! Link to comment Share on other sites More sharing options...
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