On June 3, 2021, the Digital Workplace will implement an improvement that modifies the way sent messages are filed in University of Toronto (U of T) shared mailboxes if sent using the Outlook for Windows desktop application. While this modification is beneficial and seamless for most users, it may cause minor email display issues for U of T users whose machines have been previously configured by their local IT divisions. If your client reports an issue with duplicate emails in the Sent Items folder of their shared mailbox, please follow these steps.
Note: Background information on this change can be found in this knowledge base article on changes to the shared mailbox sent items folder.
Digital Workplace clients who experience issues with duplicate emails in Sent Items after the implementation of this change should submit a ticket through the Enterprise Service Centre’s Get Help form. However, the removal of the group policy previously applied to Digital Workplace-managed machines (the old UTORcsi network) will be coordinated with the implementation of the new server-level changes, meaning the change should not disrupt Digital Workplace clients.
Individuals reporting that their sent messages are being duplicated in the shared Sent Items folder should identify which machine they are using when this occurs, as the issue is a device-specific configuration. Fixing the issue will require either a network-level (GPO) or local registry change.
GPOs are used to manage groups of Windows machines (I.e. managed desktops). GPOs can only be edited by the network system administrators and will affect all joined machines.
The following procedure is intended for network administrators managing GPOs.
Note: The server-side change to Sent Items will not affect regedits applied for the Deleted Items folder.
This is a change made directly on a specific Windows machine reporting the issue.
CAUTION: Modifying the Windows registry incorrectly can cause serious problems. As a precaution, you may wish to back up the registry before proceeding (see: How to back up and restore the registry in Windows).