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Strange behaviour of sent e-mail

Kurt Stichelmans 481 Reputation points
2020-07-28T14:16:49.57+00:00

We have: Exchange 2016 + Outlook 2010 (1 client with 5 users). There is a purchasing mailbox. 3 persons have delegation on that mailbox and 2 users have the purchasing mailbox added via the outlook profile (so in their outlook profile 2 lines: his mailbox and the purchasing mailbox).

The strange thing: when they send an e-mail or reply on a mail the item(mail message) stays sometimes in the outbox (although it is sent). Sometimes it was - like it should be - moved to the sent items.

Info: there are no rules that could change the way of putting the message. no rules in the outlook profiles of any user. Also there is no transport rule setting on the exchange server.

What could I do more to know where it comes from?

Kind regards
Kurt.

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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  1. Andy David - MVP 142.6K Reputation points MVP
    2020-07-28T14:45:20.603+00:00

    Give users full mailbox access to the shared mailbox and ensure the shared mailbox is not cached
    It will show up automatically in the folder view. Do not add as an additional profile in Outlook.
    Uncheck "Download Shared Folders" should be unchecked. If its checked, uncheck and restart outlook
    https://support.microsoft.com/en-us/help/3115602/performance-and-synchronization-problems-when-you-work-with-folders-in

    Other things of note, you can enable it so that sent items always go to the sent items of the shared mailbox if you want:
    https://learn.microsoft.com/en-us/exchange/troubleshoot/shared-mailboxes/sent-mail-is-not-saved

    I would also consider recreating the Outlook profile if it continues. Items that appear to be stuck in Outbox are a symptom.

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  2. Joyce Shen - MSFT 16,646 Reputation points
    2020-07-29T06:10:49.423+00:00

    Please check whether OWA has the same behavior, make sure your clients are the latest Office service pack and the latest public update like this official document requires: supportability-matrix. If the issue only occurs in outlook, you could also use the Microsoft Support and Recovery Assistant to help troubleshooting: about-the-microsoft-support-and-recovery-assistant-e90bb691-c2a7-4697-a94f-88836856c72f

    In addition I also found a workround to solve such kind of issue: Add the shared mailbox as the primary account and add the personal mailbox as an additioanl mailbox (via the Advanced menu of the Account Settings options).

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