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Title
Messages not linked to either sender or recipient Archive Manager Mailbox. -
Description
Certain Messages are not linked to either sender or recipient Archive Manager mailbox within SQL Database.
Same message/s not found even while navigating in sender's or recipient's mailbox.
Messages can be retrieved if an Admin does search using Entire Archive checkbox.
In some cases the items might actually be linked to the Root of the Mailbox, just not an particular folder. This means the message is only present in the MailboxMessage table and not the MessageFolder table.
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Cause
Exchange Store Manager (ESM) or Groupwise Store Manager (GSM) is not running and hence not able to pick these messages. If you are running Journaling, the item will be linked to the Root of the users mailbox and cause it to not be linked to the folders. In this case Journal Reports Data Loader (JRDL) is also most likely not running. This is the most common case
OrItems were linked to a Mailbox, but not to their Folders.
Items are linked to the Mailbox by journaling, but not linked to the MessageFolder table. This can occur with NDR's. An example being a person leaves a company and someone sends an email and the recipient's Exchange mailbox is not active, the NDR was still journaled by Exchange, which included an attachment of the Original message.Archive Manager collects the Journal item, and then links to the root of the mailbox as a Parent/Child message. The Parent being the NDR, the child being the original message. The original MessageID is linked to the Parent NDR message which is linked to the root of the mailbox, but the child message is not linked to any particular folder, since it's attached to the Parent Message.This can cause confusion if you were to query the mailbox for all of its items. When including folders in that query, the item count may be lower since included in the query was the MessageFolder table. -
Resolution
RESOLUTION 1 (If the users still have the items present in their Exchange Mailbox)1. Start the Exchange Store Manager (ESM) Service or Groupwise Store Manager (GSM)
2. Ensure that ESM or GSM is crawling all of the users mailboxes successfullyRESOLUTION 2 (If the messages were Journaled, and picked up by the MAPI Dataloader)
1. From the Archive Manager Administration Website, open Data Loaders
2. Enable or Configure the Journal Reports Data Loader (JRDL), so that it can process the Journal Reports of the messages which allows for successful linking to the mailbox.RESOLUTION 3 (If both Resolution 1 and 2 is not something that can be done and you still need them linked to Folders)
If both Resolution 1 and 2 cannot be done or do not work, it's possible to manually link mail items to their Mailboxes and a specific folder.
Note: If you are not archiving to the ArchiveManager database and the archive is Read-Only, Resolution 3 can be considered.
In this case you, would need to contact Quest Support who after fully understanding the problem can work together with you and Development to provide a solution.
The solution would first be to identify all items that were not linked as expected. Meaning you would need to ensure that all items in question are actually linked to a mailbox. If not, the case will become more complex, and the use of additional Custom Scripts may be required to accomplish this.We would first want to link all items to their respective mailbox (MailboxMessage table) based on SMTP address. (The SMTP address found in the To or From field in a message)The Custom Scripts would then link to a specific Folder within the users mailbox.This would allow items to be present in the MailboxMessage table and then you can link to the MessageFolder table.
The following query can be run to determine how many messages are linked to a specific MailboxID, but not a folder
You will need to replace the MailboxID x with the MailboxID in question:
SELECT DISTINCT MM.MESSAGEID FROM MailBoxMessage AS MM WITH (NOLOCK)
LEFT JOIN MessageFolder AS MF WITH (NOLOCK) ON MM.MessageID = MF.MessageID
JOIN MAILBOX AS M WITH (NOLOCK) ON M.MailBoxID = MM.MailBoxID
WHERE MF.MessageID IS NULL AND M.MailBoxID = x
Based on the result it will help us identify further what items need to be linked.