Scenario 1: Legal Hold is Issued/Edited Legal Hold is Issued to Open Custodians/NCDS event notification is disabled.
Kindly check whether the Legal Hold is Issued is Disabled under the legal hold event notification section. If the event notifications are disabled, the custodian will not receive the notification.
How to check the status of the Legal Hold is Issued?
Login to Exterro: Settings→ Legal Hold → Event Notification → Legal Hold is Issued/Edited Legal Hold is Issued.
Click Enable in the top right corner and then a hold notification will be sent to the custodians.
If the custodian is added to an existing legal hold and if the newly added custodian does not get notifications when the hold is issued. Kindly check whether the Edited legal hold is Issued to Open Custodian/NCDS is Disabled under Event notification, if it is disabled, kindly enable the event notification for the Edited legal hold is Issued to Open Custodians/NCDS.
Login to Exterro: Settings→ Legal Hold → Event Notification → Edited legal hold is Issued to Open Custodians/NCDS. Click the checkbox and click Enable in the top right corner and then hold notification will be sent to the custodians.
Note: How to find if the notifications are enabled or disabled.
Scenario 2: Unpublished custodian will not get the notifications when the legal hold is issued.
Resolution: Kindly check the Legal hold custodian status in the legal hold. If the status is unpublished, then the custodian won’t be getting a notification.
In this scenario, if you wanted to notify the unpublished custodian when the hold was issued, then
Select the unpublished custodian and Issue the hold. Then the custodian status will be moved to issued, So the custodian will be notified of the hold issuance.
Note: Once the hold is issued to the custodian, we cannot change the custodian status back to unpublished in the same legal hold.