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Former Member
Mar 22, 2010 at 07:22 PM

ERMS - Mail deletion


Hi Forum

We are on CRM 2007 using ERMS module to receive mails and to create IRs and Service tickets.

In case any email is received and processed, whcih carries sensitive/confidential information then we have a legal requirement to delete such mails. Right now we are struggling with it as we dont have any standard process to achieve it.

All we have achieved so far is the archival of workitems, which removes the mail from Agent's inboxes. The mail still remains in the manager's workbench.

So how can we

a) remove the mail from manager's workbench

b) If the mail has been processed and a service ticket or IR got created. How can we remove the mail from business context.

Thanks & Regards