Interesting Outlook Problem

A customer was complaining that she wasn’t getting any e-mail. Of course, I figured that it was a typical problem where the customer was working offline and didn’t think much of it. That turned out not to be the case so, I had to do some investigating. Eventually, the customer told me that sometimes she would see the some of the missing message in the Large Mail search folder. I started my search there and found that some of the messages were indicating they were in the folder “Top of Information Store”. This was odd, because mail never really goes there. I could not seem to figure out why this was happening, so, I was about to delete the customer’s mailbox and re-create it again. Before I did that, I wanted to see if there were any rules I need to make note of because they would be deleted along with the mailbox. That is when I saw it, the customer had a rule that said mailbox sent to the customer should be moved to “customer name – mailbox” or, the root folder, also known as, “Top of Information Store”. Mystery solved, rarely do I enjoy the helpdesk type work I get stuck with way too often, but this one was kind of fun.