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getting spam messages even it should be quarantine and email are being processed for more that 12 min

Shay Hanya

Hi

One of our customers, in different times, got the same email. the mail was categorized as spam but still arrived in inbox.  I initiated a clawback to all messages.

The policy says that if it spam at any level quarantine the message.

case number: 07228653

another problem a message is being processed more than 12 min and then move to the inbox.

case number: 07232378

Someone have that problems?

Shay



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[edited by: Raphael Alganes at 2:59 AM (GMT -8) on 20 Feb 2024]
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    Hello Shay,

    Thank you for contacting the Sophos Community.

    For Case ID 07228653 the email was detected as Suspected L3, but the aggressiveness of catch in your policy was set as L2, which led to the email pass; it seems you have mentioned in the same case that Clawback is not working when trying to call back those emails, this is will be investigated further. (Most likely a new case might be open for this one).

    For Case ID 07232378 the engineer has replied to your last email, asking for further clarification, as this seems to affect only one sender and one recipient. 

    We will continue to monitor the case for further developments.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
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  • 0

    Hello Shay,

    Thank you for contacting the Sophos Community.

    For Case ID 07228653 the email was detected as Suspected L3, but the aggressiveness of catch in your policy was set as L2, which led to the email pass; it seems you have mentioned in the same case that Clawback is not working when trying to call back those emails, this is will be investigated further. (Most likely a new case might be open for this one).

    For Case ID 07232378 the engineer has replied to your last email, asking for further clarification, as this seems to affect only one sender and one recipient. 

    We will continue to monitor the case for further developments.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
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