Mimecast Customer Care - Information to Expedite Support Cases

Updated

This guide describes the most useful information to provide to expedite support cases on the Mimecaster Central support site. It is intended for Administrators.

If you are experiencing an issue in the following areas, please provide the following information to assist Support with expediting troubleshooting.

Email Delivery

Messages not being delivered, or being delayed in delivery, frustrates end users, causing them to raise support calls because they have received a non-delivery report or a message has not been received or delivered. See the  Troubleshooting Email Delivery page for further information.

Case Category

If you are raising a support case related to an Email Delivery problem or question, select the following case category fields on the Raise a Case Form:

  • Area: Email Security Cloud Gateway.
  • Case Reason: Message Routing.
  • Support Topic: Message Tracking. 

What is Needed from you to assist Support to Expedite your Request?

  • Message ID and/or Headers of Email.
  • Copy of EML ( sanitize as necessary).
  • Expected Results (Example: "Policy did/did not trigger", Message was not held", etc).

Examples

Expected Results: Content Examination Policy “Credit Card Hold” should HOLD/REJECT email with credit card information.

Actual Results: Content Examination Policy “Credit Card Hold” did not HOLD/REJECT the email when Email (Message ID: 123654987@domain.com) came through on 1/1/2023”.

Journaling (Internal-to-Internal)

These are the emails that route internally in a customer environment and are copied to the Mimecast platform using a process called journaling. On this point, we look at why email copies would not show up in the Mimecast archives. 

Case Category

If you are raising a support case related to a Journaling problem or question, select the following case category fields on the Raise a Case Form:

  • Area: Email Security Cloud Gateway.
  • Case Reason: Administration.
  • Support Topic: Journaling.

What is Needed from you to assist Support to Expedite your Request?

  • Message ID and/or Headers of the recent internal-to-internal email
  • Screenshot of the following 3rd party showing all configuration fields.

Microsoft Exchange: Exchange 2013 - 2019 Standard / Premium Journaling 

  • Contact: Recipients | Contacts.
  • Send Connector & Send Connector Properties: Mail Flow | Send Connectors.
  • Database: Servers|Databases.

Microsoft 365: Configuring Microsoft 365 Journaling

  • Contact: Recipients |Contacts.
  • Connector: Mail flow |Connectors.
  • Rules: Compliance | Data Lifecycle Management | Exchange (Legacy) | Journal Rules.

Google Workspace: Configuring Journaling for Google Workspace

  • Host Entries: Google Workspace Admin Console | Apps | Google Workspace | Gmail | Routing.
  • Routing: Google Workspace Admin Console | Apps | Google Workspace | Gmail | Advanced Settings.

Examples 

Microsoft Exchange 2013 - 2019 Examples:

  • Contact example:

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  • Database example:

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Microsoft 365 Examples:

  • Contact example:

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  • Connector example:

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  • Rules example:

image.png

API 

Here we look at the possible problems you might encounter with API and 3rd parties involved:

Case Category

If you are raising a support case related to an API problem or question, select the following case category fields on the Raise a Case Form:

  • Area: API & Integration.
  • Case Reason: API configuration & setup OR Integration configuration & setup OR Product API. 

What is Needed from you to assist Support to Expedite your Request?

  • Screenshots of the 3rd Party Configuration Details.
  • A copy of the Logs that aligned with the start of the issue.
  • Copy of the request/response body.
  • Request for ID of API call.
  • Copy of API scripts (if applicable).

We will address the issue based on the 3rd party used.

Authentication (Method: Cloud/Domain/SSO)

Under Authentication, there are different methods we use on Mimecast to authenticate, for example ( cloud, domain, SSO, etc).

Case Category

If you are raising a support case related to an Authentication problem or question, select the following case category fields on the Raise a Case Form:

  • Area: Email Security Cloud Gateway.
  • Case Reason: Authentication.
  • Support Topic: Authentication Profiles OR  SAML.

What is needed from you to assist Support to Expedite your Request?

Cloud

  • User Email Address.
  • Last Login Attempt.

Domain 

  • User Email Address.
  • Last Login Attempt.
  • 3rd party Authentication Logs of last login attempt.

Single Sign On

Microsoft Azure: see page Mimecast Azure Standard SSO Configuration for further information.

  • User Email Address.
  • Last Login Attempt
  • Screenshots of the following Enterprise Application details:
    • Properties.
    • Single Sign-On (Please include Box 1 details).

Another 3rd Party Identity Provider 

See page Administration Console: Configuring SSO Using a 3rd Party Identity Provider for further information.

  • User Email Address.
  • Last Login Attempt.
  • Screenshots show the following configuration details:
    • SAML version.
    • Federation Metadata URL
    • SAML issuer.
    • Login URL.
    • Logout URL.
    • Supported authentication contexts.
    • Token Singing Certificate Metadata.

Examples 

Microsoft Azure Active Directory example: 

  • Properties example:

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  • Single Sign-On example:

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  • Single Sign-On Box 1 example:

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Mimecast for Outlook ( MFO) 

The issue that you encounter when using the add-in on your Outlook.

Case Category

If you are raising a support case related to an MFO problem or question, select the following case category fields on the Raise a Case Form:

  • Area: End User Applications.
  • Case Reason: Mimecast for Outlook. 
  • Support Topic: Mimecast for Outlook.

What is Needed from you to assist Support to Expedite your Request?

  • Copy of Logs that align with the start of the issue
    • Location: %ProgramData%\Mimecast\Logs
  • Screenshot showing a list of Outlook 3rd party Add-ins                   

Examples

Outlook “3rd Party Add-ins" example:

image.png

Mimecast Synchronization Engine (MSE) 

The Mimecast Synchronization Engine is a Mimecast proprietary application that is installed in your environment. It enables features that provide closer integration between your Microsoft infrastructure and the Mimecast cloud.

Case Category

If you are raising a support case related to an MSE problem or question, select the following case category fields on the Raise a Case Form:

  • Area: Data Retention.
  • Case Reason: Mimecast Synchronization Engine.
  • Support Topic: Archive Power Tools OR.
  • Support Topic: Installation OR.
  • Support Topic: Mailbox and Folder Tools.

What is Needed from you to assist Support to Expedite your Request?

Microsoft 365 

  • Screenshots of the following Enterprise Application details:
    • Properties.
    • Permissions.
  • Application Impersonation details 
    • Permissions.

Examples

Mimecast Synchronization Engine Configure Utility example:

  • Site example:

image.png

  • Accounts example:

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Microsoft Examples:

  • Properties example (Azure Active Directory):

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  •  Permissions example (Azure Active Directory):     

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  • Permissions example (Exchange Admin Center):

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Mimecast Security Agent (Web Security)

The Mimecast Security Agent is the Web Security endpoint application for Windows, Mac, and iOS.

Case Category

If you are raising a support case related to an MSA problem or question, select the following case category fields on the Raise a Case Form:

  • Area: Web Security.
  • Case Reason: Web Security.
  • Support Topic: Mimecast Security Agent.

What is Needed from you to assist Support to Expedite your Request?

  • Copy of Logs that align to start issue from the user workstation - (Mimecast Security Agent Diagnostic Data)
    • Location: Desktop toolbar.
  • Operating System (OS) Version on user workstation - (Windows / Mac)
    • Example: Windows 11 (Pro / Enterprise) 64-bit, MacOS 12 Monterey.

Example 

Mimecast Security Agent Example:

  • Export Logs example:

image.png

Cloud Connectors

Configure a connector from Mimecast to cloud service providers or Exchange Web Services (EWS) for on-premise Exchange. Examples: Directory Synchronization, Continuity, Sync & Recover and Threat Remediation. See the page Managing Mimecast Connectors for further details.

Case Category 

If you are raising a support case related to a Cloud Connectors problem or question, select the following case category fields on the Raise a Case Form:

  • Area: Email Security Cloud Gateway. 

  • Case Reason: Administration.

  • Support Topic: Directory Synchronization.

Or

  • Area: Email Security Cloud Gateway. 

  • Case Reason: End User Applications.

  • Support Topic: Continuity.

Or

  • Area: Email Security Cloud Gateway. 

  • Case Reason: Security & Efficacy.

  • Support Topic: Threat Intelligence & Remediation.

Or

  • Area: Data Retention.

  • Case Reason: Sync & Recover.

  • Support Topic: Connector.


What is Needed from you to assist Support to Expedite your Request?

Microsoft Azure Active Directory:

  • Screenshots of the following Enterprise Application details:

    • Properties.

    • Permissions.

Example

Microsoft Azure Active Directory example:

  • Properties example:

image.png

  • Permissions example:

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See Also ...

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