Error: "No incidents for DlpUniqueMessageId " when trying to release a message from quarantine

Products

• Data Loss Prevention
• Data Loss Prevention Network Email
• Messaging Gateway

Issue/Introduction

Release from quarantine is not working.
Data Loss Prevention is connected to Symantec Messaging Gateway (SMG) and using Flexresponse to release from quarantine.

The Enforce localhost log has many of these entries:

INFO [com.symantec.dlpx.flexresponse.emailquarantineconnect.EmailQuarantineConnectPlugin] The remediation request was not successful: No incidents for DlpUniqueMessageId <message id>.

SEVERE [com.vontu.incidentresponse.action.invoker.ActionInvoker] (RESPONSE_ACTION.12) FlexResponse Action [Email Quarantine Connect Approve Action] failed with message: The remediation request was not successful: No incidents for DlpUniqueMessageId <message id>..

Resolution

Here are two resolutions:

1. The SMG license had expired. After renewing the SMG license the release from quarantine started working again.
2. This can be caused if two or more incidents were triggered by the same event for different policies.
   If the email is released from quarantine from one incident, the SMG will release it.
   If you then try to release the message from the other incident(s), it has already been released and you will see the message stating:

Message: (RESPONSE_ACTION.12) FlexResponse Action [Email Quarantine Connect Approve Action] failed with message: The remediation request was not successful: No incidents for DlpUniqueMessageId <message id>..