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.
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.
- Administrators responsible for monitoring messages held from being delivered to recipients.
Policies that can send messages to the held queue include:
- Content Examination Policies
- Spam Scanning Policies
- Attachment Management Policies
- Attachment Protection Policies
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:
- Log in 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
You can filter the messages in the held queue:
- Click on the View button.
- 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.
Using the held queue, you can review all messages, determine the reason for them being held, and perform one of the following actions:
|Release||Releases the message to the recipient.|
|Release to Sandbox||Releases 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 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.|
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.
To perform an action on a single message
To perform an action on a single message
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:
To display a message's hold information:
- Click on a Message in the hold queue.
- Right click on a Message and click on the View Hold Information menu item.
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:
- Click on the View button and 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
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:
- 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.