02-07-2017 10:49 PM - edited 03-14-2019 05:00 PM
In Cisco Supervisor Desktop is not clearing out an old email from Emailorders - Assigned
02-09-2017 10:10 AM
I have seen and wasted over a month troubleshooting this problem. Here's the workaround but read the next paragraph below on the larger problem. There are a few possible causes for this, including an Exchange defect, but the net effect is that CCX abandons the database record as-is when something goes wrong. This will happen in both the Assigned and Queued folders. Be aware that this will result in permanent data loss as you're dropping email from the database. Historical reports will run as if the email(s) you drop never existed.
You need to get off of CAD Email, now. The CAD client and related server-side code has reached End of SW Maintenance and is no longer being maintained. I realized how bad the support situation is for CAD after troubleshooting this and several other CAD Email issues late last year: TAC still has to take phone calls but essentially have no recourse if they can't spot a configuration problem. The code was originally written by Calabrio who ceased to be involved once the End of SW Maintenance milestone was reached. Cisco has the source code but: a) they didn't write it, making it difficult for them to walk in cold and figure out what's broken; b) the log files are incomplete even at debug/trace levels (e.g. lots of the actual IMAP commands and responses aren't shown in the log, only the exception when something goes wrong); and c) even if they can spot a software defect, a patch will not be written.
Every CCX customer needs to move over to Finesse Email as fast as possible. Your only hope of getting a problem fixed is on Finesse.
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