Delete Outgoing Email option set to "YES" but emails are not getting deleted which are sent manually from email message form.

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    PRODUCT:

    Remedy AR System Server


    APPLIES TO:

    BMC Remedy AR System Server



    PROBLEM:

    Delete Outgoing Email option set to "YES" but emails are not getting deleted . those sent manually from email message form.
    Email sent from Email Notification gets deleted automatically.. BMC Remedy AR System Server (version 7.6.03)

      Database: Oracle 10g;ARS 7,1 P07, Solaris 10 

     


    SOLUTION:

     

    Legacy ID:KA323359

      
       

    I have tested this issue in house & noticed the same behavior of email engine. I then discussed this case with our engineering team, they said this is as designed behavior.

       

    This is what email engine guide says: (Page # 48).

       

    Delete Outgoing Notification Messages: Select Yes to have workflow generated notification messages deleted from the AR System Email Messages form after they have been sent from this mailbox. Select No to save workflow-generated messages in the AR System Email Messages form, or if you are going to use email templates to modify records. System administrators or other users with the appropriate permissions must delete manual messages.

       

    So it says only emails those are triggered by workflows will be deleted from the email message form when option is set to Yes, otherwise we will have to delete those message manually.

       

    You have one option here, you can set Delete Outgoing Notification Messages option to "No", write your own workflow on Email Message form which will trigger on Delete Action as soon as Send Message status shows "Sent". But this will be treated as Customization by BMC Support.

      
    Related Products:  
       
    1. BMC Remedy AR System Server

     


    Article Number:

    000080425


    Article Type:

    Solutions to a Product Problem



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