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CA Hotword search issues

Level 2

We have a number of departments and searches and in one particular department the search for hotwords always produces 0 hits.  

Searches for attachments and external (named) recipients works fine.  After some testing, I’ve narrowed the problem down to the message route of ‘FROM <dept> to outside the organisation’.

I’ve managed to get hotwords searches to produce hits when avoiding the above message route, e.g. by putting in a specific destination domain.

The problem appears to be how the search defines what is ‘outside the organisation’.  However, this is working in other departments but just not this particular one.

Any ideas to resolve this?


Partner    VIP    Accredited Certified

Hey Dan,


Just curious if you were still having this issue or if you had resolved it?



Level 6
Employee Accredited Certified

Greetings, DanKnappett;

As Tony posted back in August, are you still having this issue?  If you are, please let us know in which version of CA you are having this issue.

We also need to know the following:

  1. Are the searches running against user mailbox archives, journal mailbox archives, shared archives,or any combination thereof?
  2. Do you have the Configuration tab, Settings sub-tab, Diagnnostics section option of 'Save search criteria' enabled?
  3. Do you know of any specific archived items that should be returned by that search so that we can obtain it's SavesetID?