Purview ediscovery (premium) hold indicates success but hold status indicates "not on hold"

Question

I created a new case in ediscovery (premium), added my custodians/data sources. Sent out hold notices and the case custodian home page is indicating that while fully indexed, 90% of the custodians aren't on hold. I've retried the hold action multiple times both on the individual custodian call out window and as a group from the hold tab.

I believe related to that, many of the custodians notified went to acknowledge the lit hold communication and they had no case related to them. They clearly appear as a custodian on the case

Answer 1

Based on the information provided in the context, the hold status of a location is determined using all the hold policies applied on that location and the distribution status. The hold status of any successfully applied hold is applied. If a location is part of multiple hold policies and some of them have a Failed/error hold status, the hold status of the location would be Not on Hold. Therefore, it is possible that the hold status indicates "not on hold" for some custodians if there are failed holds on their data sources.

Regarding the issue with custodians not seeing the case related to them, it is recommended to verify that the custodians were added correctly to the case and that the hold was placed successfully. If the issue persists, it may be necessary to contact Microsoft support for further assistance.

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References:

• Manage holds in eDiscovery (Premium)
• Acknowledge a hold notification

Answer 2

@Shannon Dudley
Thank you for the question and for using Microsoft Q&A platform.
Here are a few steps you can take to troubleshoot and resolve this problem:

1. Verify Permissions: Ensure that you have the necessary permissions to manage holds in eDiscovery (Premium). You should be a member of the eDiscovery Manager role group.
2. Check Custodian Details: Go to the Data Sources tab in your case and verify the details for each custodian. Make sure their data sources are correctly associated and indexed.
3. Retry Hold Action: Since you’ve already tried this, ensure you’re doing it correctly. Select the relevant custodians and use the Retry hold action from the command bar.
4. Review Hold Status: Check the Hold column in the list view to see if the hold status is correctly updated. If it’s not showing as True (when hold is enabled), retry the hold action.
5. Check for Errors: Look for any errors or warnings in the custodian details. Sometimes, issues like failed indexing or incorrect data source associations can cause holds to fail.

https://learn.microsoft.com/en-us/microsoft-365/troubleshoot/ediscovery/resolve-ediscovery-hold-issues
https://learn.microsoft.com/en-us/purview/ediscovery-add-custodians-to-case https://learn.microsoft.com/en-us/purview/ediscovery-manage-new-custodians

Hope this helps. Please let us know if you have any further questions.