Outlook deleting emails automatically

Imthyas Mahammad 46 Reputation points
2021-06-24T06:47:19.58+00:00

We have a Generic mailbox , which is being used by around 10 users and they USE VDI machines to access the mailbox in Outlook.
Outlook is constantly deleting emails from the mailbox and I am not able to identify exact user as they are using it with Generic Mailbox Username/password, so even in the Audit Logs it shows the Mailbox Username and even the IP is also a problem as its giving the Gateway IP ,because its a VDI machine.

They are escalating this as they are using the mailbox for Customer Service where in ,email comes to this mailbox and it is forwarded to a SAP server for creation of requests.

Any help would be appreciated, as I am not able to identity from whose outlook its happening .

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
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Exchange Server Management
Exchange Server Management
Exchange Server: A family of Microsoft client/server messaging and collaboration software.Management: The act or process of organizing, handling, directing or controlling something.
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Accepted answer
  1. Andy David - MVP 141.3K Reputation points MVP
    2021-06-24T11:19:11.437+00:00

    Remove the ability to access it with a generic username and password. There is no way to identify who is deleting it if you allow that.
    In other words, disable the shared mailbox AD account.

    Then, delegate access ( full access and send as if needed) to the users who need access:
    https://learn.microsoft.com/en-us/exchange/recipients/mailbox-permissions?view=exchserver-2019

    Then ensure auditing is enabled for all actions for that mailbox.

    https://learn.microsoft.com/en-us/exchange/policy-and-compliance/mailbox-audit-logging/enable-or-disable?view=exchserver-2019#configure-mailbox-audit-logging-settings-for-administrator-delegate-and-owner-access

    1 person found this answer helpful.

2 additional answers

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  1. Amit Singh 4,846 Reputation points
    2021-06-25T13:07:23.787+00:00

    Do you access email on any other devices?

    I've had users report similar issues to me in the past and what they were seeing is Outlook resyncing with the server when they open it. They saw messages they had deleted/moved on other devices - cell phone, home computer, etc. - and their office Outlook just updating.

    1 person found this answer helpful.
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  2. Imthyas Mahammad 46 Reputation points
    2021-06-30T07:55:11.647+00:00

    Sorry for the delay, as per the suggestion, i have converted the mailbox to Shared and gave the users access.
    Lets see, if they come back.

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