Exchange Public Folders
Posted on 2009-04-07
I have built an MS 2003 Small Business Server (Standard R2) and am using Exchange to provide a client with normal email mailboxes (12 in total - so it's not a large site and will not grow significantly).
On one particular (very generic) email address 'email@example.com' the client receives emails from all sorts of clients (both principals (landlords) and their tenants). The internal distribution dictates that these emails to go to more than one person. So to avoid complex Outlook email distribution rules depending on whether the issue is a maintenance, accounting, inspection, advertising or general matter we needed a better solution
Obviously the answer is to put all these emails in a public folder and allow every user to see all emails and then they follow-up on the email if it is their job to do so, copy the email into their own mailbox structure and delete the email from the public folder so that nobody else picks-up on it and duplicates effort. This works brilliantly because if somebody misses an email it stays where it is and alerts managers to the fact that nobody is dealing with it.
So wheres the issue? Well in which to allow each user the rights to delete objects in the public folders they have to be Owners of the public folders. Immediately they are owners the have all rights to do what they will and then they make mistakes and delete the public folders rather than the messages within them.
Despite very calm, patient and personal training we have users that just do not take enough care to ensure that the email they want to delete is the object in focus and we have lost the entire public folder twice. This is a disaster because important emails from their clients are totally irrecoverable having arrived that day and therefore not on the last back-up. There is not a back-up strategy that will cope with this and really that is not the solution I am looking for.
What we need is to customise the permission on the public folder to deny container (public folder) deletion but to allow object (email) deletion (and therefore the move command) and to allow objects to be flagged if a client has emailed about several issues that have to be picked-up by more than one department. e.g. My water heater is broken and Im not in next Tuesday when you want to do an inspection and I cant pay my rent on time. This would mean the maintenance department, the inspections department and the accounts department all need to copy the email to their mailbox structure and then once all have it then a manager can monitor this and delete the email from the public folder.
So what is needed is Owner rights but deny folder deletion.
Can anybody help please?