Scenario 1: The reminders are not sent to the custodians in the legal hold. 


Need to check whether the remainder is enabled for the reported legal hold. Below are the steps to check whether the reminders are enabled in the legal hold.


Legal Hold > Dropdown button near Edit > Reminder Settings.



If the Resent/Esalate/Reissue Reminders are in Off status then the reminders will not be sent to the custodians and if you wish to send the reminders to the custodian then you need to enable the reminders and set the Occurrences and the Interval (Days) based on the requirement.



Scenario 2: The reminders are not enabled for the legal hold when the legal hold was created. 


The default reminder settings for the legal hold need to be enabled so that these reminder settings will be applied to the newly created legal holds. Below are the steps to update the legal hold’s default reminder settings.


Settings>Legal Hold>Default Settings>Reminder Settings>Edit



If the Resent/Esalate/Reissue Reminders are in Off status then you need to enable the reminders and set the Occurrences and the Interval (Days) based on the requirement so that the same reminder settings will be applied to be newly created legal holds.


Scenario 3: The custodians are not receiving the legal hold reminders even though the reminders are enabled in the legal hold.


Even though the legal hold reminders are enabled the legal hold reminder job need to be enabled in the admin portal in order to send out the legal hold reminders to the custodians.


Steps to check the status of the legal hold reminder job:


  • Log into Admin Index>Monitoring>Job Status 



  • Ensure that the Legal Hold Reminder job Startup status is in Success and the Job Status is set as Waiting. If the Legal Hold Reminder job is in Stopped status please reach out to Exterro Support with the same.



Note:


  • The legal hold reminder job can be enabled, but first, the reminders in the queue must be cleaned up because the old reminders in the queue will be triggered if the legal hold reminder job is enabled; please contact Exterro Support to clean up the reminders in the queue.

  • The reminder notifications will be sent to the future holds once the clean-up process is completed and the reminder job is turned ON. For the existing holds, the reminders will not be sent unless the hold is reissued.