Flex Response not releasing all messages quarantined on the SMG

Products

• Data Loss Prevention Enterprise Suite
• Data Loss Prevention

Issue/Introduction

Symantec Data Loss Prevention (DLP)
Symantec Messaging Gateway (SMG)

 

When there are multiple recipients in the To, CC, BCC fields, Enforce receives multiple copies of the message and if incident reconciliation is turned on, only one message id is retained resulting in a single incident.
When the quarantine flex response rule is enabled, multiple copies are quarantined on SMG.
When the user releases the email from Enforce, only one message ID is passed to SMG, resulting in only one message being released from quarantine and the remaining messages are orphaned.

 

 

 

Environment

Release : 15.7

Component : Flex Response

Resolution

This is being worked on by Engineering.
It will require a fix in the code.

Until the fix is available, the SMG admins will have to manually release the orphaned messages from quarantine.