Public folder item creation delay 1

[kleinicus]

There is an e-mail address tied to a public folder. People from outside the company send e-mail to that address, and the e-mail gets posted to the public folder so that multiple CS reps can have access to the order.

The problem is that there is an extremely long delay between the time that the item is received and the time that it is created in the public folder. It used to be less than that, but it's getting longer (3.5 hours).

Does anyone know of a setting in Exchange that delays the creation of public folder items? We're also using GFI Mail Essentials to combat incoming spam, and I suspected that the delay might be caused by GFI.

 

[MoobyCow]

You can monitor you mail as it's processed using GFI, so you can get an idea of when the email is processed and if it's GFI causing the problem.

I am doing the same thing, and using GFI with no problem.

 

[kleinicus]

But is there something in Exchange which would delay that item creation? I've already tested sending to the public folder from an outside address, and it shows up almost immediately. The only thing I can figure is that the customer might have changed their e-mail domain or the way they send messages. Either that or something is wrong with THEIR mail server, because ours seems to be working fine otherwise.

 

[MoobyCow]

How are you posting it to a public folder? It sounds like you're doing something different than just having them send mail directly to that folder.

Is it a rule on a mailbox that copies the mail to another folder?

 

[kleinicus]

Here's how we do it...

We create a public folder. Then we mail-enable the public folder and assign it an e-mail address. That way anyone that has access to the public folder can get the information. This makes it easier for the CS reps to share information. In case one of them is absent, one of the others can process orders.


I'm starting to think more and more that the problem is not on our end, but I wanted to cover all my bases before accusing clients of something. That's generally not good for business.

 

[MoobyCow]

OK, so you do just have them send email to the folder directly.

I'm confuded about this part though:
<<The problem is that there is an extremely long delay between the time that the item is received and the time that it is created in the public folder.>>

What do you mean by received? How is it received without being in the public folder?

 

[kleinicus]

Well, I just found out what the problem is.
The CS reps process the orders that arrive in the incoming mail folder. Once they process them, they move them into another folder.

What I found is that there was a sent date/time, a recieved date/time, and a created date/time for each e-mail. The created date/time was always later than both of the others. The reason is that they had to process the order and then move the e-mail into the other folder, thus creating the "created" date/time entry.

Anyway, thanks for the help. I just didn't have all the information. Go figure; it was a problem with communication.