Who is this article for?

Users who identify an issue with an email being filed by multiple users.

Dashboard access is required.

When multiple users attempt to file the same email using Mail Manager, conflicts can arise, such as duplicate entries, overwriting, or inconsistent filing locations.

This article explains how Mail Manager handles these situations and provides best practices to avoid and resolve conflicts effectively.

1. Identifying conflicts

To identify a conflict, review the Filing Activity log within the Dashboard.

Mail Manager uses unique identifiers (such as message ID and timestamp) to detect when the same email is being filed by multiple users, so the system may notify you or log the event for review.

2. Resolving conflicts

To resolve a conflict:

1. Identify who filed the email and where it was filed.
2. Compare metadata and filing locations to detect inconsistencies.
3. Communicate with the involved users to agree on the correct filing destination.
4. Merge duplicate entries into one accurate version and remove said duplicates.
5. Adjust filing rules or user permissions to prevent future conflicts.

3. Avoiding conflicts

To minimise the chances of filing conflicts: