Hi Natalie,
Before moving on, I would like to confirm is the policy a new custom retention policy or you directly modified the default MRM policy?
If you created a new custom retention policy, this wouldn’t influence the default MRM policy.
But based on your description, this issue could be caused by lost permissions. Please follow the steps below to firstly check your “Role assignment policy” and “Administrator Roles”:
To check “Role assignment policy” : Log into MOP->Click “Manage” under “Exchange”->Click “Users and Groups”->Click “Mailboxes”->Double click your mailbox->Click “Mailbox Settings”->Check if the “Role assignment policy” is “Default Role Assignment Policy” , if not ,change to “Default Role Assignment Policy”.
To check “Administrator Roles”: Log into MOP->Click “Manage” under “Exchange”->Click “Roles and Auditing”->Click “Administrator Roles”->Double click “Records Management”->Browse to “Members”-> Check if you are the member of this group. If not, add yourself into this group.
After you finish the above steps, try to re-add retention tags into default MRM policy and save it.
About the retention tab is grey in OWA, this is a normal situation, if you want to modify your mailbox’s retention policy, follow these steps: Log into OWA->Click “Options” in the upper right->Choose “See All Options”->Click “Organize E-mail”->Click “Retention Policies”.
Thanks,
Jacky Ding