With the change from Cyren to Bitdefender, the reporting method for submitting false negative
spam messages has changed. Cyren used to allow customers to send in these reports themselves.
Bitdefender requires that support manually submits these. Here is a tid that explains the information
that we will need. Please open a SR and provide the required information. We will then submit
this to Bitdefender on your behalf.
How to submit Anti-spam false negatives to support
Due to the change in spam scanners in SMG on SLES appliance, spam messages can no longer be submitted through the product itself. They will need to be given to support, whom then can submit them manually.
To do this, do the following:
1) Make sure SMG is up to date. Here is a link to the Manual on how to do that.
2) Open a support ticket. How to contact support.
3) To ensure successful processing it is required to send copies of the original email, in .eml or .msg format, that are being misidentified. If needed, here are some instructions on how to get a copy of the original:
If using GroupWise:
a) Open the email and click on File | Attachments | View.
b) The attachments should now be visible. Right click on Mime.822 and choose 'Retrieve'.
c) Right click again on Mime.822 and choose 'save as'. Save the file, renaming it to something else, such as spam.eml.
If using Outlook, here is a helpful document: https://www.lifewire.com/view-complete-message-source-outlook-1173713
4) Once the messages have been saved, zip them together and attach them to the support SR that was opened. If the zip is too large, they can be uploaded to the FTP server following these guidelines: https://support.microfocus.com/kb/doc.php?id=7019064
After support receives them, in the correct format, they will take steps to get them submitted to help prevent these from getting through in the future.