Compliance Accelerator Department Tagging is not being applied to certain Monitored Employees that are members of Employee Groups.

Problem

A Compliance Accelerator (CA) Monitored Employee in an Employee Group or as an individual that is monitored by at least 1 CA Department has 0 emails in review and in no reports, while other members of the Employee Group or other members of the Department are being monitored.

 

Error Message

APP AT - Customer ID: 1 - Guaranteed Sampling: Error during guaranteed sampling - aborting.
System.ArgumentException: Item has already been added,  Key in Dictionary: 'jdoe@mydomain.com' Key being added: 'jdoe@mydomain.com'.
  at System.Collections.Hashtable.Insert(Object key, Object nvalue, Boolean add)
  at System.Collections.Hashtable.Add(Object key, Object value)
  at System.Collections.Specialized.StringDictionary.Add(String key,String value)
  at KVS.Accelerator.AddressManager.CustodiansAndCustodianGroups.GetEmailDisplayNames()
  at KVS.Accelerator.Sampling.GuaranteedSampling.DoSampling()
 

Cause

The Department ID tagging and Random Sampling processing require each Monitored Employee's SMTP address to be unique among all active Monitored Employees within the CA customer.  Any Monitored Employee may have multiple SMTP addresses as long as each address is unique within the CA customer.

A CA Monitored Employee can be manually created and set to synchronize individually with an Active Directory (AD) account or it can be created through membership in a CA Employee Group that is synchronized with an AD email enabled group, such as a Distribution List.  When a Monitored Employee that is synchronized with AD either individually or as part of an AD Group has their AD account is deleted, the synchronization process for that Monitored Employee will fail for 30 attempts within 30 days before being automatically deactivated in CA by default.  The CA deactivation process leaves the SMTP address(es) for the Monitored Employee in the CA customer database, but tags it/them as deactivated so that it/they should not be used during any Department ID tagging, Random Sampling or search processing.

Duplicate SMTP addresses for active Monitored Employees can cause any or all of the following issues:
1. Items not tagged with a Department Tag when they should be.
2. Random Sampling stops processing and throws an error into the Enterprise Vault Event Log with the duplicate SMTP address as part of the error description.
3. In EV and CA versions older than 9.0 SP5 or 10.0 SP3, stop the Journal Archiving Task.

Under certain conditions, an employee that is a CA Monitored Employee can have at least one SMTP address that is not unique among active and / or deactivated Monitored Employees.  These conditions include, but may not be limited to:

  1. The employee was a Monitored Employee that was synchronized to an Active Directory (AD) account individually or through membership in an AD Group that synchronizes to a CA Employee group and the account was deleted in AD as well as deactivated in CA before a new Active Directory account was created that synchronizes with a new CA Monitored Employee entry with at least 1 SMTP address matching the original CA Monitored Employee entry's SMTP address(es).
  2. The Monitored Employee has an Active Directory account that is a member of an Active Directory Group that is synchronized to a CA Employee Group that has a manually created Monitored Employee entry without an AD account but has at least 1 SMTP address that matches an SMTP address of the AD account.
  3. The Monitored Employee's entry was manually entered with a least 1 SMTP address that matches an SMTP address of another Monitored Employee that is either synchronized with an Active Directory account or was also manually entered into the Employees tab.
  4. A Monitored Employee's Active Directory account has been deleted and then recreated with at least 1 SMTP address matching the original account before the original Monitored Employee entry has been deactivated.

Workaround:

The workaround is to modify all of the SMTP addresses of the previous or invalid instances of the Monitored Employees using the following steps:

I. Identify all duplicate SMTP addresses.

1. Log onto the SQL Server hosting the CA Customer database using an account with at least permission to read the database contents, such as the Vault Service Account (VSA).

2. Launch SQL Server Management Studio.

3. Open a New Query window focused on the CA Customer.  The focus of the Query window can be set by running the following SQL statement in the Query window, replacing 'EVBACACustomerDB' with the name of the CA Customer database:

USE EVBACACustomerDB
GO

4. Determine the scope of the work needed by running the following SQL query in the Query window:

SELECT Address
     , AddressID
     , AddressOwnerID
FROM tblAddress
WHERE Address IN (
                  SELECT Address
                  FROM tblAddress
                  GROUP BY Address
                  HAVING COUNT(Address) > 1
                  )

5. Obtain a listing of all duplicate SMTP addresses and their associated Monitored Employees by running the following SQL query in the Query window:

SELECT titttg.TargetGroupID
     , ttg.Name AS 'Target Group Name'
     , ttg.Description AS 'Target Group Description'
     , tau.DisplayName
     , ta.AddressID
     , ta.Address
     , ta.AddressOwnerID
     , tau.FirstName
     , tau.Surname
     , tp.PrincipalName
     , tp.PrincipalLogin
FROM tblAddress AS ta
JOIN tblAddressUser tau
 ON ta.AddressOwnerID = tau.AddressOwnerID
LEFT JOIN tblIntTargetToTargetGroup AS titttg
 ON ta.AddressOwnerID = titttg.AddressOwnerID
LEFT JOIN tblTargetGroup AS ttg
 ON titttg.TargetGroupID = ttg.TargetGroupID
LEFT JOIN tblPrincipal AS tp
 ON ta.AddressOwnerID = tp.AddressOwnerID
WHERE ta.Address IN (
                     SELECT Address FROM tblAddress
                     GROUP BY Address
                     HAVING COUNT(Address) > 1
                                                     )
ORDER BY ta.Address
       , ttg.Name
       , ta.AddressID
       , ta.AddressOwnerID

6. Review the output of the above query to note all of the Display names with the duplicate SMTP addresses, saving the output to a file and print the file contents as needed.

7. Close the SQL Query window, close SQL Server Management Studio, and log off of the SQL Server as appropriate when the work there is completed.

II. Make the invalid instances of the Monitored Employees' SMTP addresses unique:

1. Open the CA  Client with an account that has permissions to modify Monitored Employees (such as the Vault Service Account).

2. Click on the Employees tab.

3. Click on the first instance of the Monitored Employee that has no Active Directory account.

4. Click on the first e-mail address in the Email addresses: field.

5. Add  to the beginning or end of the address some characters to make the SMTP address unique, such as 'xxx', 'xxx_', 'x1_', etc.

For example, presume Monitored Employee 1, Monitored Employee 2 and Monitored Employee 3 are different instances of an employee, user1, and all have the SMTP address of 'user1@evtest.local'.  Monitored Employee 1 has been deactivated and replaced with Monitored Employee 2, then Monitored Employee 2 was deactivated and replaced with Monitored Employee 3.  In this example, Monitored Employee 1 would need to have the SMTP address modified to something unique, such as 'x1_user1@evtest.local', and Monitored Employee 2 would need to have the SMTP address modified to something unique, such as 'x2_user1.evtest.local'.

6. Repeat Step 6 for each address in the field.

7. Click the Save button to save the changes.

8. Click on the next instance of the Monitored Employee that has no Active Directory account.

9. Repeat Steps 4 through 7.

10. If additional instances exist for the Monitored Employee where there is no associated Active Directory account, repeat Steps 4 through 7 for each instance.

11. Ensure only the instance of the Monitored Employee with an associated Active Directory account exists with the SMTP addresses that matched the other instances.  Only one instance should exist with the SMTP addresses when complete.

12. Restart all Journal Tasks that are associated with the Journal Connector in order to force a resynchronization of the Monitored Employee information with the Journal Connector.  This will allow the changed to become effective immediately upon completion of the above steps and allow proper tagging of the Monitored Employee's e-mail messages.

Note that this issue has been found to occur with only 2 instances of Monitored Employee entries for the same person and different persons where at least one instance has an associated Active Directory account, but both instances have the same SMTP  addresses.

Solution

The issue where multiple Monitored Employees have the same SMTP address and only 1 is active when no department tagging occurring has been addressed as part of the following releases:

Enterprise Vault 10.0.3 - Release Details
http://www.veritas.com/docs/000017186

Enterprise Vault 9.0.5 - Release Details
http://www.veritas.com/docs/000088251

The issues of multiple, active Monitored Employees having the same SMTP address either not tagging messages or causing the Random Sampling processing to stop is behavior by design due to the requirement of every active Monitored Employee requiring unique SMTP addressing.

Terms of use for this information are found in Legal Notices.

Search

Survey

Did this article answer your question or resolve your issue?

No
Yes

Did this article save you the trouble of contacting technical support?

No
Yes

How can we make this article more helpful?

Email Address (Optional)