Product: ModusCloud

Ticket Creation:

For these processes, we highly recommend providing the details directly in our ticketing system by attachments. Please make sure when submitting, follow these ticketing processes:

Creating a ticket:

Updating a ticket:

False Positive (FP): message that is not spam, but incorrectly being blocked as spam. 

The false positive sender of messages will have the message quarantined. (Depending on set-up, the user and/or admin will get a notification of this.) The Support Team will need a copy of the original message being sent. Without this original message, we cannot assist you in sending or receiving this message we will be unable to adjust our anti-spam service for this FP message issue. 

False Negative (FN): message that is spam, but is incorrectly seen as a regular email.

Incoming False negatives are messages that come through our system that passed our anti-spam filtering. This is an annoyance to end-users and should be reported to ensure that the message(s) are not seen again. 

Reporting FP/FN as an admin:

    1- Go to the Logs

    2- Search for this message (again)

    3- Click the detail/view button

    4- Press the "Report as ..." (False Negative - spam/False Positive - not spam)

    5- Fill out the information on the next page

    6- Submit

    7- If you would like to check the status of the reported message(s) please open a ticket with the permalink(s)