EV7.5 sp2 on W2k3 sp2 - physical box. SQL 2000 on a separate system (W2k3 also). All clients are Outlook 2003 fully patched.
We are in the process of migrating all PST files into the vault and have discovered a problem we can't explain, so hoping someone here has an answer or at least some suggestions on where to look.
Two users whose PST files were migrated ended up with shortcuts created in their Inbox folder instead of the appropriate PST migration folder they were in at the time of the archive. LOTS of shortcuts that don't belong in the Inbox. This is not a case where the items were archived from the Inbox and moved later. It is not a case where the users have moved things back to their Inbox after the migration. These shortcuts were created in the wrong folder during the migration.
A search in the vault shows the item in the correct folder - export of the users archive has the items in the correct folder - it's just these shortcuts that are misplaced and I'd like to know why.
It was done using Locate/Collect/Migrate - however - I know, for this latest instance of this, that the PST was copied to a local PC (the user is remote) and put in a folder named the remote users PC name. The file was then associated with the correct mailbox after the locater found it. The archive went as usual after that - server driven. The users PST access was removed, but I'm not sure at what point that was done (after the copy or after the archive). I will find that out and post back. (I'm not that closely involved with the migrations - I just get all the tough questions - I'm so lucky). No errors in the logs.
Out of the 299 shortcuts placed in her Inbox, I've been able to verify that 17 of them really belong there - the rest should have been created somewhere in her PST Migration folder (various folders - not just one).
I asked if the user had possibly modified the PST after it was copied and was assured that she had not. The export of her archive tends to agree with that - everything is where you would expect it to be.
Two things that may or may not have any bearing on this: 1) The user has a BlackBerry and we have BES, 2) She was recently setup to use Cached Exchange mode (after the migration) and may have been using offline files prior to that. I've seen cases where the offline folders in Outlook 2003 with Exchange 2003 are very flakey - cached mode is much more reliable. The problem with that is, the shortcuts go into her mailbox, so even if the offline file was whacked, the mailbox and PST were not.
I tried rebuilding her Index - no good. What would happen if I removed her from the ExchangeMailboxEntry table and resynchronized?
After the placeholders are created, there is no way that EV updates them and moves them to another folder in exchange.
So, the only thing you can do is do it manually, and try to find the cause that it does not happen again. You can't fix it.
I'd recommend that you open a case with symantec to resolve this one.