False Positive and False Negative Reporting
Posted by Richard Kennedy on 10/03/16 14:37
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
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.
Original data needed
An email message being reported needs to be the original message that is either being sent or was received. If a message is needed to be looked at for the below, the message cannot be in-line forwarded. If a message is identifed as forwarded, we will not be able to process anything for this, as we lose details specific to the original message.
The messages must be in either a .msg or .eml format for Proofpoint Essentials to properly invesetigate.
Reporting multiple messages