Reconcile Email Deletion on Shared Mailbox

[brizben]

I've got a user on our BES & Exchange that has some issues with Deletion Reconciliation to his handset. This problem only occurs when his secretary access his shared Exchange Mailbox from her outlook & his shared mailbox attached to her mailbox. When she deletes an email from the shared mailbox, it goes into her deleted items, not the shared user's. This then causes the blackberry to not reconcile the delete, and the email remains on the handset.

The only way we've found to get the delete reconcilation to occur is if she moves an email to be deleted from the shared mailbox to that shared user's Deleted Items.

I'm presuming for the BES to do the reconciliation, it needs to see the email in the deleted items on the Exchange to then do the same on the BB. Is there anyway to get around this in this scenario or are we going to have to ensure emails are moved into the Deleted Items folder?

Thanks

[GaryCutri]

Hi,

What you can do is enable "Hard Delete Reconciliation" as the secretary is essentially hard deleting the items as they are not being sent to deleted items (within the owners mailbox). In BlackBerry Enterprise Server software version 4.1, Hard Deletes Reconciliation can be enabled so that email messages permanently deleted in Microsoft Outlook are removed from the email message list on the BlackBerry smartphone. This feature is disabled by default.

The support for hard deletes uses a Message State Database stored in the computer memory. This database is enabled by default even if the Hard Deletes Reconciliation feature is disabled. By default, the last 100 email messages are tracked for hard delete support in the Message State Database. This number can be changed.

The Message State Database may be reset so that email messages redirected to a BlackBerry smartphone during a previous BlackBerry Enterprise Server session will not be deleted, even if they are hard deleted in the BlackBerry smartphone user's mailbox. Any of the following actions will reset the Message State Database

• Either of the BlackBerry Enterprise Server or BlackBerry Professional Software are restarted.
• The BlackBerry smartphone user is moved to another BlackBerry Enterprise Server or BlackBerry Professional Software.
• The BlackBerry smartphone user's mailbox is moved to another Microsoft Exchange Server.
• The BlackBerry Enterprise Server administrator sends a Reload User command from BlackBerry Manager.

To enable Hard Deletes Reconciliation

If using BlackBerry Enterprise Server, complete the following steps:

1. Open BlackBerry Manager.
2. In the Explorer view, click Server.
3. On the Server Configuration tab, click Edit Properties, then click Messaging.
4. For the Hard Deletes Reconciliation option, choose True from the drop-down menu.
5. Restart the BlackBerry Enterprise Server services.

If using BlackBerry Professional Software, complete the following steps:

1. Open the BlackBerry Professional Manager.
2. Select the Home tab.
3. Click Server Properties.
4. Select Messaging.
5. Set Hard Deletes Reconciliation to True.

To change the number of tracked messages

1. Open BlackBerry Manager.
2. In the Explorer view, click Server.
3. On the Server Configuration tab, click Edit Properties, then click Messaging.
4. In the Performance section, change the value of the Message State Database Size field to the number of messages you want to track for hard delete support (the maximum is 1000).
5. Restart the BlackBerry Enterprise Server services.

[brizben]

Thanks Gary,
I'll look into that process to see if thats something we can get setup.
Ta.
Ben

[nicademus]

Originally Posted by GaryCutri

Hi,

What you can do is enable "Hard Delete Reconciliation" as the secretary is essentially hard deleting the items as they are not being sent to deleted items (within the owners mailbox). In BlackBerry Enterprise Server software version 4.1, Hard Deletes Reconciliation can be enabled so that email messages permanently deleted in Microsoft Outlook are removed from the email message list on the BlackBerry smartphone. This feature is disabled by default.

The support for hard deletes uses a Message State Database stored in the computer memory. This database is enabled by default even if the Hard Deletes Reconciliation feature is disabled. By default, the last 100 email messages are tracked for hard delete support in the Message State Database. This number can be changed.

The Message State Database may be reset so that email messages redirected to a BlackBerry smartphone during a previous BlackBerry Enterprise Server session will not be deleted, even if they are hard deleted in the BlackBerry smartphone user's mailbox. Any of the following actions will reset the Message State Database

• Either of the BlackBerry Enterprise Server or BlackBerry Professional Software are restarted.
• The BlackBerry smartphone user is moved to another BlackBerry Enterprise Server or BlackBerry Professional Software.
• The BlackBerry smartphone user's mailbox is moved to another Microsoft Exchange Server.
• The BlackBerry Enterprise Server administrator sends a Reload User command from BlackBerry Manager.

To enable Hard Deletes Reconciliation

If using BlackBerry Enterprise Server, complete the following steps:

1. Open BlackBerry Manager.
2. In the Explorer view, click Server.
3. On the Server Configuration tab, click Edit Properties, then click Messaging.
4. For the Hard Deletes Reconciliation option, choose True from the drop-down menu.
5. Restart the BlackBerry Enterprise Server services.

If using BlackBerry Professional Software, complete the following steps:

1. Open the BlackBerry Professional Manager.
2. Select the Home tab.
3. Click Server Properties.
4. Select Messaging.
5. Set Hard Deletes Reconciliation to True.

To change the number of tracked messages

1. Open BlackBerry Manager.
2. In the Explorer view, click Server.
3. On the Server Configuration tab, click Edit Properties, then click Messaging.
4. In the Performance section, change the value of the Message State Database Size field to the number of messages you want to track for hard delete support (the maximum is 1000).
5. Restart the BlackBerry Enterprise Server services.

Gary - Do you think this might also relate to an issue I am having at the moment with a particular user who has a Secretary, she checks his email, and a lot of emails do not appear on his blackberry but they are in his mailbox. Server is 4.1.6 BB is Bold - 9000. There is no filtering policies set and he is not deleting them on the handset.

[GaryCutri]

Originally Posted by nicademus

Gary - Do you think this might also relate to an issue I am having at the moment with a particular user who has a Secretary, she checks his email, and a lot of emails do not appear on his blackberry but they are in his mailbox. Server is 4.1.6 BB is Bold - 9000. There is no filtering policies set and he is not deleting them on the handset.

Is it possible that the Secretary is filing items into subfolders? Just in case open BlackBerry Manager > Right mouse click the user > Select "Choose Folders for Redirection" and select all the users folders (except for Junk Email or custom Spam folders).