Martyn Houghton Posted November 3, 2016 Share Posted November 3, 2016 Related to our post below about deleting processed emails from our mailbox below in order to speed up mailbox operations, we have discovered that unlike Support Works where the emails related to a request being logged or updates from email get stored as attachments to the request itself (CFA attachment store I seem to remember) in Hornbill it is just a link to the original email in the mailbox store. Therefore when you clear down your deleted items (default) or your own specified folder, where the emails are put after being processed by Raise Request or Apply to Request, you will lose access from within the request timeline entry to the 'View Email' option. The 'View Email' option is still displayed on the timeline entry but you will get the Hornbill error below:- So if you want retain access to view the source email from within the timeline on a request you need to keep the emails in the mailbox itself, else This caught us out a bit as we have deleted a large volume of historic emails have which we have processed via Raise Request and Apply to Request, which we cleared down as performance within the mailbox itself was degrading. Cheers Martyn Link to comment Share on other sites More sharing options...
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