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Hello

We accidentally set a retention period, which means that many documents will soon be deleted. The retention period has now been reset, but the documents still have the status that they are being deleted. How can that be repaired?

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Alejandro.RamosAnswer

Docusign Employee

Hi @Martin L,

Welcome to the Docusign Community!

We are glad to have you here and can't wait to help share as much knowledge as possible.

I am sorry to hear that your envelopes are queued for deletion, but I will assist in preventing it. In certain scenarios, you might be able to cancel envelopes in the purge queue by disabling the Document Retention feature altogether. Once you have confirmed that the documents are no longer queued for deletion, you may enable the setting. If this does not help in removing the documents from the purge queue, downloading them will be the best option to avoid losing the completed documents. For more details on this topic, see:

Document Retention and Targeted Envelope Purge | eSignature

Feel free to let us know if you need further assistance with this.

Thank you for using Docusign, we hope you have a wonderful rest of your day!

Best regards,

Alejandro R. | Docusign Community Moderator

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

A

Alejandro.Ramos

Answer

Docusign Employee

Hi @Martin L,

Welcome to the Docusign Community!

We are glad to have you here and can't wait to help share as much knowledge as possible.

I am sorry to hear that your envelopes are queued for deletion, but I will assist in preventing it. In certain scenarios, you might be able to cancel envelopes in the purge queue by disabling the Document Retention feature altogether. Once you have confirmed that the documents are no longer queued for deletion, you may enable the setting. If this does not help in removing the documents from the purge queue, downloading them will be the best option to avoid losing the completed documents. For more details on this topic, see:

Document Retention and Targeted Envelope Purge | eSignature

Feel free to let us know if you need further assistance with this.

Thank you for using Docusign, we hope you have a wonderful rest of your day!

Best regards,

Alejandro R. | Docusign Community Moderator

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

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Martin L

Author

New Voice

Hi Alejandro,

Thanks for the information. It seems clear.
Yesterday I turned off the retention.
But I still see the message on sent envelopes that they will be deleted soon. However, when I open one, it shows a date in the future. How should I interpret this now?

The soon to be deleted status does not disappear.

See the attached file.

Reards Martin

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Voorbeeld.docx

A

Alejandro.Ramos

Docusign Employee

Hi @Martin L,

Thank you for following up.

I am sorry to hear that your envelopes are still queued for deletion, if you have disabled your Document Retention settings in full and they haven’t been removed from the Purge Queue, there is no way to prevent their deletion. You can find more details on this topic, here:

Document Retention and Targeted Envelope Purge | eSignature

Please don't hesitate to let me know if you have any other questions or concerns and I will address them as soon as possible.

Best regards,

Alejandro R. | Docusign Community Moderator

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

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M

Martin L

Author

New Voice

Hello Alejandro, thx for your answer.

There is maybe a bug. See the conversation below with DocuSign.

Hi Martin,
Thank you for your feedback!
I've sent a report on this to our development team. They will have to determine a fix for this. I'll be sure to keep you posted on our communication!
Thank you for your continued cooperation!

Kind Regards,
Cillín

DocuSign Technical Support
Subject: Re: Docusign Support Case: 13827529 "retention"

Hi Cillín,

You can certainly ask that.

When checking, a colleague appeared to have activated the retention. I reversed that and set it to 5 years. Then, based on the information obtained, I set the retention to 0 and finally to '-1'. The intention is that no retention is set and that no documents will be deleted. So not even the documents that now have a deletion date of 5 years from now. How can that be changed by us or by you.

Regards

Martin Looijen

Manager ICT

Hi Martin,

Thank you for the feedback!

Our database informs us:
"Documents for this envelope were requested for purge on September 11, 2029 by Account"
I've reviewed your Audit Logs. The document retention policy was updated quite frequently on this account recently.
There, it is recorded that on 18/July/2024 at 07:36AM, Martin Looijen updated the document retention value to 2000 days.

On 7/18/2024 7:39:01 AM, Martin Looijen closed the document retention policy.

On 7/20/2024 3:47:58 PM, Martin Looijen opened the policy and set it to 0. 0 means activated.

On 7/20/2024 3:47:59 PM, Martin Looijen, set the policy value to -1. -1 means deactivated.

Therefore, in theory, it should be deactivated now. And we shouldn't see this purge date of September 11, 2029. According to our guide:
https://support.docusign.com/s/articles/Document-Retention-Envelope-Purge-What-you-should-know-before-using-these-features?language=en_US&langSet=1

Can I ask, why you set it to 0 and to -1?

I can follow-up with our developers to see why this envelope is on the purge queue.

Thank you for your continued cooperation!

Kind Regards,
Cillín
DocuSign Technical Support
www.docusign.com

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A

Alejandro.Ramos

Docusign Employee

Hi @Martin L,

Thank you for following up.

Based on our Engineering team’s feedback, this type of inconsistencies should be corrected based on the rollout of an update to the application’s behavior in scenarios similar to the one you are facing. Once the update has been rolled out, it will be included as part of our Release Notes, available here:

Release Notes
I hope this helps, don’t hesitate to let me know if I can assist with anything else in the meantime and I will address your request as soon as possible.

Best regards,

Alejandro R. | Docusign Community Moderator

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

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