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Quarantined emails are not visible in the End User Quarantine console of Hosted Email Security (HES)

    • Updated:
    • 22 Aug 2016
    • Product/Version:
    • Hosted Email Security 2.0
    • Platform:
    • N/A N/A
Summary
An email was quarantined and can be seen in the Mail Tracking logs. However, you are unable to see and release the said quarantined file from the End User Quarantine console
Details
Public

There are five types of rules in HES/HES - Inbound Filtering: Malware, Spam, Attachments, Content, and Size.

The end user can only see a list of emails triggered by the Spam rule. An administrator is able to see the list of quarantined emails triggered by all five rules. This is because Trend Micro does not want anyone aside from the administrators to know or release anything that is not spam.

Consider the following examples:

  • When an administrator has a rule to quarantine corporate content-sensitive messages, we do not want an end-user to see and to be able to release the message.
  • When an administrator quarantines a virus, we do not want it to be released.

The administrator can check the type of triggered rule a quarantined email has through the Quarantine Query. Refer to the image below:

Type of triggered rule

Click image to enlarge

Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1096374
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