It appears that these clients are using email to process Approvals, but not to create CSRs.
Looking at the email config window there is probably nothing in the Default values tab.
If there is no row for merc_inmail_cfg, then the email is not being evaluated for CSRs or for the data in merc_inmail_cfg_det.
It appears that the agent checks to see if it's an approval/rejection and if not, replaces it in the box. Since the agent has looked at the email and found it be a "non" approval email and all that the agent is processing is approval emails, the agent should delete the email after it has determined that it isn't for approval/rejections
WORKAROUND:
None
STATUS:
Issue fixed in version Stat 5.6.2. The latest version of Stat can be downloaded at https://support.quest.com/stat/download-new-releases
