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How to troubleshoot issues with duplicate email detection in iManage Work

Last updated: 5 months ago

Jason Gassel Follow

Who should use this guide?

This guide is for iManage administrators troubleshooting issues with duplicate email detection in iManage Work.

In this guide:

Overview
Troubleshooting
Reaching out to iManage Support
References

Overview

Duplicate email detection is an important and reliable feature in iManage Work. Under certain circumstances, however, the same email filed by different users
won't be detected as duplicates in iManage Work. This guide will cover initial troubleshooting steps to take when investigating issues with duplicate email
detection.

Troubleshooting

CheckingDuplicateEmails Powershell script

iManage Support has developed a Powershell script to validate if two emails are considered duplicates in iManage, which is attached at the bottom of this
article. Running the script is the quickest way to identify if a duplicate email should’ve been blocked, and if not, which profile fields are not matching between the
documents. The criteria used for duplicate email detection in iManage Work are outlined below.

Check user permissions

Users will be allowed to import a duplicate email if they don't have access to the other copy in iManage. Additionally, if an Admin user only has access to an
email through their NRTAdmin role, then they'll be allowed to import a duplicate copy.

Compare the document profiles

For each email import, the Work service will check the Subject, the Sent Date, and the Exchange message ID for any matches in the workspace. All three of these
fields must match for an email to be considered a duplicate.

Subjects do not match

iManage Work Desktop for Windows allows users to rename emails when they file them. (refer to Renaming email subject in iManage Work when filling emails).
When a user renames an email, other users will be allowed to import a duplicate copy with the original subject.

In some cases, customers have reported that after renaming an email during Send and File, a duplicate email is automatically created with the original subject in
iManage. In this scenario, it’s important to review the email Timelines to see which application was used to create each copy. Please reach out to iManage
Support and include this information if duplicate emails are automatically created after performing a Send and File.

Sent times do not match

Duplicate email detection in iManage Work has a tolerance of +/- 5 seconds for email sent dates. If two copies of the same email in Exchange have sent dates
that differ by greater than 5 seconds, iManage Work won’t consider the emails duplicates. iManage Support is aware of a few Outlook configurations that can
cause this, such as a rule to delay the sending of a message after a user hits ‘Send’, and sending an email while Outlook isn’t connected to Exchange. Duplicate
email detection in iManage Work currently does not support these configurations.

If there is no obvious reason the sent dates are different, then this may require further investigation from Microsoft Support.

Message IDs do not match

iManage Support has identified only one scenario where two copies of the same email in Exchange have different message IDs. If Outlook is running in online
mode and there’s a secondary mailbox in the Outlook profile, then the message id for the sender’s copy of the email will be different than the recipients’. This
issue is acknowledged by Microsoft in this forum - https://learn.microsoft.com/en-us/answers/questions/99148/internet-message-id-differs-in-sent-and-inbox-
item. Until this behavior is resolved by Microsoft, iManage duplicate email detection does not support this configuration.

Reaching out to iManage Support

For further assistance, please reach out to iManage Support and include the email subjects, sent dates, and message IDs—as well as the document history for
each copy. Refer to Getting started with iManage Support for instructions on reaching Support.

References

Cloud Platform Settings: Email Filing

Renaming email subject in iManage Work when filing emails

CheckingDuplicateEmails.zip
50 KB · Download
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Jason Gassel
2 months ago
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Fixed issue with CheckingDuplicateEmails PowerShell script where false negatives were reported for Sent Time comparison.

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