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Forwarding archived email as an attachment

Created: 07 Oct 2009 • Updated: 24 May 2011 | 15 comments
Hachette AU's picture
13 Agree
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+13 13 Votes
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Status: Reviewed

Hi all.

One issue we have with users right now with Symmantec Enterprise Vault is when forwarding an email as an attachment.
In Outlook 2007, normally when you want to forward an archived email you select the email and click Forward. This works fine in an EV environment.

But when you want to send multiple items in the one email as attachments, you have to manually restore the email items before sending.
For an admin that's fine, but for an end user it's another step to do.

The alternative is to allow a user to have rights to your mailbox, but that only works internally (within the LAN) and the user gains access to search your vault - no good.

An ideal would be to automatically restore the items for the purpose of sending, so the recipient (internal or external) can view the attachments.
So when a user attaches archived emails and clicks send, the EV knows to restore the attachments to that email then pass it on.

Hope my explanation is clear enough.

Regards

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Rob.Wilcox's picture

Are you saying that :-

User forwards a single archived item, and the recipient gets the actual content of the mail with extra information (not the shortcut)...

But that ...

User selects 2 or more shortcuts and clicks Forward, then the new email (blank one) has attached to it 2 shortcuts, rather than the full item.  What you really want is the new email to have the two original emails attached to it, not just the shortcuts?

I think that's what you're saying .. and the latter functionality works correctly in EV 8.  Have you tried EV 8?

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ZeNick's picture

Hello Rob,

Are you saying that EV8 automatically restores items when attaching them to a new message?

If that's true, it would be great!

Do you know if EV8 automatically restores archived items when they are moved from Outlook to another software?

Thanks

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Rob.Wilcox's picture

ZeNick in the EV 8 client, if you forward a single archived item, the new message contains the original in the message body.. just like regular emails would.  Further if you select 2 or more archived mails, and click forward, then the new message should contain the original 2 or more messages as attachments .. Not the shortcuts, the actual original mails (retrieved).  This means that we behave just like regular Outlook.

How do you mean "moved from Outlook to another software" ?  From a brief test if I drag and drop an archived item from Outlook to Windows Explorer the item which is in Windows Explorer is an ordinary msg file...  I'm not sure if that is different with EV 8 or whether it has always been like that.

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ZeNick's picture

Rob, many thanks for your answers! It sounds very good to me!

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PCarroll's picture

So are we saying that the functionality of sending archived original items as attachments within a new email is only available in version 8.x?

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Rob.Wilcox's picture

No, I'm not saying that.. let me explain a bit further.

Regular Outlook
If you select one normal mail, and forward it, the new message's body contains the body from the previous mail.
If you select two or more normal emails, and forward them, the new message has the original messages as attachments, and the new message body is blank.

EV 2007 client
If you select one archived mail, and forward it, the new message's body contains the body from the retrieved archived item.
If you select two or more archived mails, and forward them, you get a pop-up saying you can't forward more than one shortcut at a time.

EV 8
If you select one archived mail, and forward it, the new message's body contains the body from the retrieved archived item.
if you select two or more archived mails, and forward them, both of the items should get retrieved and added as attachments to a new message, and the new message body is blank.

(There are 1-2 bugs related to the EV 8 behaviour... but it should work that way)

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PCarroll's picture

Thank you for your reply, we currently have EV2007 SP4 deployed and we do not observe the functionality as detailed in the section,

EV 2007 client
If you select one archived mail, and forward it, the new message's body contains the body from the retrieved archived item.
If you select two or more archived mails, and forward them, you get a pop-up saying you can't forward more than one shortcut at a time.

Users are complaining that the functionality that they used to have is now gone and when they send archived emails as attachments, the email that is sent contains the shortcut and not the original item regardless of however many items they attach.

We do not get the popup to say that you can't forward more than one shortcut at a time.

But, even if they only send one shortcut, it is the shortcut that is sent and not the original item and so therefore the recipient cannot open it. We did open a case with Symantec regarding this and the response we receive was that we needed to give all users read permission on all users vaults', as you can imagine this is not a feasible solution for us taking into acccount not only the IT overhead but the fact that then I can go into the vault of our CEO and read his archived email.

Do you know what is the best approach to resolve this issue?

Thanks,

Paul Carroll.

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Rob.Wilcox's picture

First thing to do is check your policy for "Forward Original Item".  Is that set to Shortcut?  Or Original ?

Also place note my steps... yours sound different.  It sounds to me like your users are creating a new message, and dragging and dropping an archived item on to the new message as attachment?  If that's the case, yes that'll ALWAYS be a shorcut, that's not changed.  I'm purely talking about ...  find an archived item in Outlook, click it, click forward on the toolbar.  If your policy is set to shortcut it'll be just the shortcut in the message body - no attachment.  And with your policy set to "shortcut" if you select two or more archived items, and click forward, they'll get attached to the new message as shortcuts.

so, I think your policy setting needs swapping to "original" (then synch the mailbox) and see what happens.

Hope that helps,
 

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MoJoe's picture

Rob,
I am at EV 8.0 SP3.  I have "Forward Original item" set to original.  When I select 1 item and click forward, I get the original item as you say.  However, if I select 2 items and click forward, both items in shortcut form are placed as attachments in a separate message for sending.  The original items are not retrieved for forwarding.  Are there any other settings that might cause this?

Regards, 
MoJoe 

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Rob.Wilcox's picture

Please can you start a new thread to discuss the issue MoJoe?

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Nathan Davidson's picture
Hi Guys,
The issue is:
when you select 2 or more archived emails and RIGHT-CLICK on them and select forward it will forward the shortcuts as attachments

However, if you select 2 or more archived emails and select forward on the TOOLBAR it forwards the original items.
the 2 different behaviours is something that symantec may have to look at.

cheers
Nathan

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Nathan Davidson's picture

note: this is for outlook 2003

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MichelZ's picture

If someone really wants that feature, I believe an implementation on the exchange server level (eventsink / transport agent) would be able to replace ALL ev shortcuts in attachments with the "real" data.

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PCarroll's picture

If virtual vault is enabled, users can avail of this functionality from the virtual vault.

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