This guide describes how the held 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.
- Administrators responsible for monitoring messages held from being delivered to recipients.
Held messages remain in the held queue for 14 days, after which they are removed from the queue and archived. We recommend messages are released, permitted, or blocked instead of allowing them to expire from the queue. Messages in the held queue can also be viewed in Accepted Email until the message is released, rejected, or expires automatically from the queue.
Policies that can send messages to the held queue include:
- Content Examination Policies
- Configuring Spam Scanning Definitions and Policies
- Attachment Management Policies
- Attachment Protection Policies
- 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 are 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.
Accessing the Held Queue
To access the Held Queue:
- Log on to the Administration Console.
- Click on the Administration toolbar button. A menu drop-down is displayed.
- 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
With the Held Queue displayed (see above) you can filter the messages in the held queue:
- Click on the View button.
- Click on one of the following menu items:
Menu Item Description User Held Items
Displays messages in your Personal On Hold queue. This is the default view.
Moderator Held Items Displays messages where content overseers are allowed to view held messages that they can moderate. Administrator Held Items Displays messages that administrators are allowed to view held messages that they can moderate. All Displays message from all of the above categories. Hold Release Log Displays messages that have been released or rejected by an administrator.
Releasing / Rejecting / Permitting / Blocking Messages
From the held queue, you can perform a number of actions on one or more messages. You can also determine the reason for a message being held. See the "Displaying a Message's Details" section below.
The actions you can perform on a held message are:
|Release||Releases the message to the recipient.|
|Release to Sandbox||Releases the message to the sandbox. Once the message has passed the sandbox inspection, it is sent to the recipient.|
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 Notification||The message is bounced and removed from the held queue, but a notification is sent to the sender. The message is accessible in the archive.|
|Permit||Adds the sender to the end user's personal permitted senders list, and releases the message to be sent to the recipient.|
|Block||Adds the sender to the end user's personal blocked senders list, and blocks the message from being sent to the recipient.|
Displaying a Message's Details
The held queue can be used to display details about held messages. The following levels of detail are provided:
- Held Queue Display Columns: These are useful in providing a summary view of a message.
- Hold Information: This provides more detailed information about the message, including the reason why it was held.
- Email Data: This displays detail of the message's header and body.
Held Queue Columns
The held queue displays the following summary information about messages in the following columns:
The hold information provides more detailed information about the message, including the reason why it was held. To display a message's hold information, either:
- Click on a Message in the hold queue.
- Right click on a Message, and click on the View Hold Information menu item.
The detail is displayed in three sections:
This section displays similar information to the Held View columns, but contains additional information about a message. You can also release, permit, or block the message using the buttons at the bottom of the section.
This section can be used to reject a message, using the "Reject Message" button at the bottom of the section. When rejecting, select a "Rejection Reason", optionally specify any notes in the "Narrative" field, and select whether to send a rejection notification to the message's sender.
This section displays the held message's body. If there are images in the message's body, these are not displayed by default for security reasons. If you wish to display them, click on the "Display Images" button, but consider whether it is safe to do so before doing this.
A message's Email Data displays details of a message's Header and Body. To display a message's 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. To view the released message log:
- Click on the View button.
- Click on the Hold Release Log menu item. The following detail is included in these logs:
Field Description Operator Displays the email address of the user who took action to release the message. Time Displays 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) To Displays the message's recipient. Subject Displays the message's subject. Hold Reason Displays the description of the policy that caused the message to be held. Route Displays the message's route (e.g. inbound or outbound). Size Displays the message's size. Action Displays if the message was rejected or released. Information Displays any additional information available about the message.
End User Applications
Users can manage their own personal hold queue through one of the following end user applications. This requires you to configure each user as a content overseer to the moderated hold queue. The following applications can be used to moderate held queues:
- Mimecast Personal Portal: See the Mimecast Personal Portal: Personal On Hold Queue and Mimecast Personal Portal: Moderated On Hold pages for full details.
- Mimecast for Outlook: See the Mimecast for Outlook: Managing Your On Hold Queues page for full details.
- Mimecast Mobile: See the Mimecast Mobile: Managing On Hold Messages page for full details.