Administration Console: Monitoring Held Messages

Document created by user.oxriBaJeN4 Employee on Sep 11, 2015Last modified by user.oxriBaJeN4 Employee on Jun 2, 2017
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This guide describes how the help queue can be used to troubleshoot both inbound and outbound email delivery, by viewing messages that have not been delivered to the recipient due to being held as a result of a policy. 

The Queue Content View permission enabled in an administrator's role to view a message's content.

Messages currently in the held queue can also be viewed in Accepted Email until the message is released, rejected, or expires automatically from the queue.


Applies To...


  • Administrators responsible for monitoring messages held from being delivered to recipients.




Policies that can send messages to the held queue include:

A Message Passthrough Policy prevents messages from being held.

Accessing the Held Queue


By default, held messages remain in the Held Queue for 14 days, after which they will be removed from the queue and archived. Mimecast recommends that emails be released, permitted, or blocked instead of allowing them to expire from the queue.


To access the Held Queue:

  1. Log in to the Administration Console.
  2. Click on the Administration toolbar button. A menu drop down is displayed.
  3. Click on the Monitoring | Held menu item. The held queue is displayed.
    The held queue can also be accessed by clicking on the Services | Attachment Protection menu item, clicking on the Logs button, and clicking on the Held Messages menu item. 

Filtering the Held Queue


You can filter the messages in the held queue:

  1. Click on the View button.
  2. Click on either the:
    • User Held Items menu item to view messages in your Personal On Hold queue (default).
    • Moderator Held Items menu item to allow content overseers to view held messages that they can moderate.
    • Administrator Held Items menu item to allow administrators to view held messages.


Message Actions


Using the held queue, you can review all messages, determine the reason for them being held, and perform one of the following actions:


ReleaseReleases the message to the recipient.
Release to SandboxReleases the message to the sandbox.

The message is bounced and removed from the held queue, but no notification is sent to either the sender or recipient. However the message is accessible in the archive.

Reject with NotificationThe message is bounced and removed from the held queue, but a notification is sent to the sender. The message is accessible in the archive.
PermitAdds the sender to the end user's personal permitted senders list, and releases the message to be sent to the recipient.
BlockAdds the sender to the end user's personal blocked senders list, and blocks the message from being sent to the recipient.
When we accept a message for processing, a confirmation is issued to the sending server that the message was received. If a policy places the message on hold, the policy can be configured to issue a notification to the sender or recipient.

Blocked or rejected messages are still stored in the archive, and is visible via an archive search.

When a message is processed by us, it is scanned for spam / viruses and other checks are performed. If the message is placed on hold and subsequently released, an AV Scan on Release Policy can be configured to rescan the message's contents before it is delivered to the organization's email server.

Single Message


To perform an action on a single message

  1. Right click on the message. A menu of actions is displayed.
  2. Click on the required action.

    Held Queue Actions Menu


Multiple Messages


To perform an action on a single message

  1. Click in the tick boxes to the left of the Reason column.
  2. Click on the required toolbar button.
    Held Queue toolbar actions


Displaying a Message's Details


The held queue can be used to display details about held messages. There are two levels of detail provided:

  • Held queue display columns. These are useful in providing a summary view of a message.
  • Hold Information: Provides more detailed information about the message, including the reason why it's held.
  • Email Data: Displays detail of the message's header and body.


Held Queue Columns


The held queue displays the following information in columns:



Displays the reason why the message was sent to the held queue. This can be:

  • A policy's description.
  • The archive limit has been exceeded. This applies to messages with attachments. For example .ZIP files:
    • With more than five levels of zip depth.
    • Containing more than 20000 entries or files.
    • Where the maximum unpacked file size is greater than 200 MB.
    • The total maximum unpacked size is greater 2 GB.
    Excel files can be packaged .XML files. To determine the true uncompressed size of the file, change the extension to .ZIP and unpack it.
  • A built-in RFC check found the email structure to be suspicious.
Message From (Envelope)Displays the sender's email address as specified in either the message's envelope and header respectively.
Message From (Header)
ToDisplays the recipient's email address.
SubjectDisplays the message's subject.
Held GroupDisplays the user group that can see the held message. This is configured in the policy definition that applied the hold to the message.
DirectionDisplays an icon denoting the direction of the message:
Inbound_Email.gif= Inbound
Outbound_Email.gif= Outbound
AttachmentsIf the message contains one or more attachment, aAttachment.gificon is displayed in this column.
SizeDisplays the size of the message.
DateDisplays the message's date and time.


Hold Information


To display a message's hold information:

  1. Either:
    • Click on a Message in the hold queue.
    • Right click on a Message and click on the View Hold Information menu item.

Held Information#


Email Data


To display a message's email data:

  1. Right click on a Message and click on the View Email Data menu item.

    Held Queue email data


Viewing the Released Messages Log


As well as viewing held messages, you can display a log of held messages that have been released or rejected:

  1. Click on the View button and click on the Hold Release Log menu item. The following detail is included in these logs:

    OperatorDisplays the email address of the user who took action to release the message.
    TimeDisplays the time that the message was released.
    Message From (Envelope)Displays the message's sender as detailed in the envelope and header respectively.
    Message From (Header)
    ToDisplays the message's recipient.
    SubjectDisplays the message's subject.
    Hold ReasonDisplays the description of the policy that caused the message to be held.
    RouteDisplays the message's route (e.g. inbound or outbound).
    SizeDisplays the message's size.
    ActionDisplays if the message was rejected or released.
    InformationDisplays any additional information available about the message.


End User Applications


End users can manage their own personal hold queue, or if you're configured as a content overseer the moderated hold queue, through one of the following end user applications: