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Cisco Bug: CSCvi91741 - The Archive and Purge Process Does Not Fully Purge Attachments

Last Modified

Apr 26, 2018

Products (1)

  • Cisco Enterprise Chat and Email

Known Affected Releases

11.5(1) 11.5(1)ES1 11.5(1)ET2

Description (partial)

Symptom:
During the Archive process in ECE, activities and their related data should be removed from the eGActive database to the eGArchive database to reduce the size of the eGActive database and help system performance.  When this is done, the data can still be searched for, it simply does not get loaded by normal system processes, thus helping performance.  After some time, the customer can select individual archive jobs and choose to purge these from the system.  This should remove the case, all activities, all supporting data, and the attachments completely from both systems.  Once this is done, the data in question is no longer able to be searched for.  When there are email attachments which are "inline" attachments, these are not handled by either the Archive or the Purge processes.  The two types of attachments are best viewed as follows:
 "Normal" attachment - This is when a customer or agent uses the insert function to attach a document or other item to an email.  This will typically show up in an email client as attachments, e.g. they are not part of the body of the email itself.
  "Inline" attachment - These attachments happen under a few occasions but the most frequent are items like the images and graphics included as part of a signature line or, in the case of a fax system, the entire email itself.  When viewed using an email client, these "attachments" render as part of the body of the email (assuming your client is an HTML client).

Conditions:
This issue occurs the first time when the Archive jobs are run for a specific period of time.  As there is no way to correctly link inline attachments to activities, they are not moved to the eGArchive database.  The second time this will be "seen" is when an archive job is selected and the "Purge" button pressed.  Here again, because there is no link to the activity through any database normalization, these attachments are not removed.
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