Word document not triggering an incident when comments are included

Products

• Data Loss Prevention Network Monitor and Prevent for Email and Web

Issue/Introduction

Whilst testing a Word document against keyword policies you notice that incidents are not generated as expected when the document includes comments, but the same document without comments will create incidents

 

Environment

Release : 15.5

Component : Database

Cause

In this instance, it could be seen in FINEST logging that detection was occurring correctly on the detection server, however it was discovered that the database was at or near full capacity so it was unable to write the generated incident.

Resolution

Deleting a large number of incidents from the DB to free up space allowed the new incidents to be created as expected