Just to add something in here. If i go to ESM, then administrative groups i have given BESAdmin view only administration in the delegate control wizard. When i then go an individual server in the servers folder domain\BESAdmin has full control set there. I dont know whether i have set mine up wrong but it works for us.
I can log on to a machine as besadmin and view mail but cannot send on behalf of the user.
Could be worth checking what your level is on an exchange server level rather than on an OU level.
Also if your support cant/wont come and help you on this or cant get help from RIM to get it sorted i would consider using another vendor if possible. If you cant get good support from them before they sell you a product what will it be like after the fact...
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