Unlocking Locked Messages in Inbox

To Unlock Messages

STOP SwSQLServer and Related Services and take a backup of the sw_messagestore database. Thereafter restart the Swsql server service.

Run the Interactive SQL utility on the Supportworks Server and type the following:

 use sw_messagestore;

 update shared__helpdesk_mailbox set msglockedby = where msglockedby !=;
 where ‘shared__helpdesk_mailbox’ should be replaced by your mail box name

Start all Supportworks services.

Risks / Recommendations: 1. We advise this whole process to be tested on test Server first before migrating to the Production Server 2. Take the backup of all files before starting this exercise 3. Testing is suggested once you carry out each step