Public folder items disappear from view after reading

B

bobg

Entourage 2008, Exchange 2007

We were previously having problems with some items posted to public folders
not being visible to Entourage users. We have a public folder “IT Email
Tips†that had emails in it, Entourage users could see those. We had other
folders, one of which was “General Employee Information†that had pdf files
directly posted to it, Entourage users could see the folder, but showed it as
empty.

Research identified that Entourage could only see three types of items in
public folders: emails, contacts, and calendar items.

For each pdf item in the “General Employee Information†we created an email,
attached the pdf file to the email, saved it as a draft, and copied the email
to the “General Employee Information†folder. (This was all done on a Windows
workstation using Outlook 2007).

Permissions are set on the folder so that the folder editor (business term,
not technical term) has highest rights (Publishing Editor or Owner), and all
other users have read only rights (Reviewer?). Folder editors (business
term) are not public folder administrators (Exchange technical term).

RESULTS RECEIVED

After this was done, an Entourage user could open the public folder, see the
email messages in the public folder, open then and read them. The process of
opening the email was a bit kludgy, it appears as if only the headers were
opened initially and the user had to explicitly open a link in the message to
see the list of attached document(s), then click on the document and they
could then view the document. However the process did work and the Entourage
user could view the full text of the email and the attached documents.

However after the email message was viewed, and after a short while (20
seconds or so?) instead of the message going from bold (unread) to normal
(read), the message disappeared from the list view entirely. Note that this
is only on the Entourage view, the messages are still in the Public Folder.

After this, if the Entourage user selects this Public Folder, then from the
menu selects Edit >> File Properties (?), then clicks on “Empty Cache†(?),
the local systems’ cache is cleared and all messages re-appear as unread. It
is then possible to read a message and attachment, and after reading it, the
message disappears from the list again. This behavior is consistent and
repeatable.

RESULTS DESIRED

An Entourage user should see email items in a public folder marked as bold
when their status is unread, and after reading the email it should remain
visible in the public folder in normal (un-bolded) text.

ADDITIONAL NOTES

Behavior is as expected with Outlook 2007, Outlook 2003, OWA on IE7; there
are no problems with these clients.
 
W

William Smith [MVP]

bobg said:
RESULTS DESIRED

An Entourage user should see email items in a public folder marked as bold
when their status is unread, and after reading the email it should remain
visible in the public folder in normal (un-bolded) text.

Do your Entourage users possibly have View --> Unread Only selected?
This will be per folder.

Also, are they viewing the public folders directly or are they viewing
items in Subscribed Public Folders?

--

bill

Entourage Help Page <http://entourage.mvps.org/>
Entourage Help Blog <http://blog.entourage.mvps.org/>
YouTalk <http://nine.pairlist.net/mailman/listinfo/youtalk>
Twitter: follow <http://twitter.com/meck>
 
B

bobg

re: View->Unread Only, this was not turned on, this appears to be off by
default. I did turn it on to observe the checkmark. I attempted to clear
cache and this folder is now working normally, but the remainder are not.

re: subscribed, all folders were being viewed directly (there are only
five), so for one user I did subscribe to two of them.

During the course of trying this and making these changes on one machine, it
appears I have one folder working properly, all items are visible and only
unread items are bold. The remaining folders still show as empty. I even
tried emptying the cache (one subscribed folder, one regular folder), that
did not make any items show up.

Bob
 
W

William Smith [MVP]

bobg said:
re: View->Unread Only, this was not turned on, this appears to be off by
default. I did turn it on to observe the checkmark. I attempted to clear
cache and this folder is now working normally, but the remainder are not.

re: subscribed, all folders were being viewed directly (there are only
five), so for one user I did subscribe to two of them.

During the course of trying this and making these changes on one machine, it
appears I have one folder working properly, all items are visible and only
unread items are bold. The remaining folders still show as empty. I even
tried emptying the cache (one subscribed folder, one regular folder), that
did not make any items show up.

I'm out of options at this point but I do believe subscribing to the
folders, which keeps them synchronized, is probably a key element to
fixing this. Keep in mind that for every machine with Entourage you must
subscribe. You can't do this on just one computer and have the settings
take effect on the rest.

Hope this helps and good luck!

--

bill

Entourage Help Page <http://entourage.mvps.org/>
Entourage Help Blog <http://blog.entourage.mvps.org/>
YouTalk <http://nine.pairlist.net/mailman/listinfo/youtalk>
Twitter: follow <http://twitter.com/meck>
 

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