If you're getting the error message Email holding record not found when sending an email, this will be shown due to your company not having the email agent module to process your emails into your cases, please follow the below steps:
Note: This can only be done by a supervisor on site.
Login to DPSSQLconfig, Found in the root of DPS.
Click Advanced.
Click DPS Settings.
Where it says section, from the drop-down choose Advanced.
Insert a 1 into the value section next to where it says NoEmailAgentSuppressEmailErrors.
Click Save settings.
If you're still having issues then please raise a new case online and reference the title of this article.
Please include in your ticket:
A screenshot of the error.
The steps you're taking, for example, are you sending an email from within one of your cases or directly from Outlook?
Is it happening on one specific email or on all emails?
Are other users affected?