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Spam Manager Help

  1. Spam Manager Basics
    1. What is spam
    2. What is Spam Manager?
    3. Logging in
    4. Changing the language of the display
    5. Viewing your emails
    6. Searching for an email
    7. Selecting emails
    8. Releasing emails
    9. Deleting emails
    10. Changing your password
    11. Setting notification options
    12. Adding aliases
    13. Requesting a sender to be approved
    14. Account groups
  2. Managing your approved and blocked senders lists
    1. Viewing your approved and blocked senders
    2. Adding an approved or blocked sender
    3. Editing an approved or blocked sender
    4. Deleting approved or blocked senders
  3. Troubleshooting

Spam Manager Basics

What is Spam?

  • Spam is unwanted email, often promoting fraudulent or illegal activities, sent indiscriminately to many addresses.

What is Spam Manager?

Spam Manager stores emails that the Anti-Spam service suspects are spam. In this way possible spam does not reach your normal email inbox. Emails are normally kept in Spam Manager for 14 days, unless you choose to delete them before then.

  • Depending on how Spam Manager has been set up, you may receive regular summary notifications of emails directed to Spam Manager.
  • You can log in to Spam Manager and see the date and sender of the emails detected as spam. Depending on your organization’s security policy, you may be able to see the subject line and preview the text of the emails. The preview facility does not permit you to see attachments or embedded images.
  • You can delete unwanted emails, or release wanted emails to your normal inbox. You may be able to release emails directly from your summary notifications.
  • If you receive email at more than one address, you can add aliases to Spam Manager. All emails that are identified as spam will then arrive in the same Spam Manager account.

Logging in

If you have a URL and password for Spam Manager, you can log in. The URL and password may be contained in the welcome message sent to you, or you may have registered in Spam Manager. You may be prompted to change your password as soon as you log in.

To log in to Spam Manager:

  1. Click the URL in your welcome message or summary notification. Enter your email address and password.
  2. Click the Login button. The Spam Manager Summary page is displayed.

Note: When you log in for the first time, you may be presented with the New Account page. Click the Send me a password button. Your password will be sent to the email address that you used to log in. Depending on your organization’s security policy, you may be prompted to change your password regularly. Your organization may have specified restrictions on the type of password you are allowed to use.

Changing the language of the display

You can change the language of the Spam Manager display and of the notifications that you receive when a spam email is received in your account.

To change the language of the display:

  • Select the language you require from the drop-down list at the top-right of the Spam Manager screen. Spam Manager uses the selected language when you log in again, and for the summary notifications sent to you by Spam Manager.

Viewing your spam emails

When you log in to Spam Manager, you can see the spam emails that have been sent to you. The sender and date are shown for each email. Depending on your organization’s security policy, you may be able to see the subject of emails.

Note: If your Spam Manager account contains spam from more than one email address (that is, if you have an alias email address set up for your Spam Manager account) the address to which each email was sent is shown in the Recipient column.

To sort the list:

  1. Click the Summary tab.
  2. Click the heading of the column to sort by. An arrow is displayed in the column heading to indicate the direction of the sort.

To define the number of entries displayed on a page:

  1. Click the Summary tab.
  2. Click the arrow next to the Messages per page drop-down list, and select the required number of emails to display.

Searching for an email

You can search Spam Manager for an email from a specific sender or with a specific subject. Depending on your organization’s security policy, you may be able to view the subject line for emails. If so, you can search Spam Manager for an email with specific text in the subject.

To search for an email:

  1. Click the Summary tab.
  2. In the search box, type a keyword (or part of one) to identify the subject line or sender of the email. You cannot use wildcards in the search field. For example, if you search for *, you will only find emails that contain the * symbol in the subject line or sender's name.
  3. Click the Search button. Emails containing the keyword are displayed.

To clear a search:

  1. Click the Summary tab.
  2. Click the Clear Search button. All of your emails are listed according to your setting for the number of emails per page.

Selecting emails

When you want to delete or release your emails, you can select them either individually or one page at a time.

To select an individual message:

  1. Click the Summary tab.
  2. Locate the email and select the checkbox to the left of it.

To select emails a page at a time:

  1. Click the Summary tab.
  2. Select the checkbox at the top of the list, to the left of the Sender column. All of the emails on the page are selected.

To view the content of an email:

Depending on your organization’s security policy, you may be able to view the text content of an email. If so:

  1. Click the Summary tab.
  2. Locate the email to view and click on the sender name. The email is displayed. You can view the content of the email and decide whether to release it, delete it, or neither.

Releasing emails

When you release an email, it is sent to your email inbox. It will have has a small arrow next to the subject. It remains visible in Spam Manager. Emails can be released individually or a page at a time.

Note: If you own an account with aliases or an account group and release an email for one of your aliases or member accounts, the email is released to the originally intended recipient's inbox rather than to your inbox.

Important: If your organization’s security policy prevents you from viewing the subject or content of emails in Spam Manager, the only way to read those emails is by releasing them to your email inbox. Exercise caution when releasing emails with potentially inappropriate content. Once you have released them and received them in your inbox, they become your responsibility.

To release an email from Spam Manager:

  1. Click the Summary tab.
  2. Either:
    • Select the checkbox to the left of the email to release and click the Release button at the top or bottom of the list
    • If your organization’s security policy permits you to preview the email, open the email to release by clicking the sender detail, and click the Release button at the top or bottom of the email.

    A Message released confirmation message is displayed. You may be able to request that the sender is added to your organization's or your own approved senders list.

To release multiple emails from Spam Manager:

  1. Click the Summary tab.
  2. Select the checkboxes to the left of the emails to release and click the Release button at the top or bottom of the list. A Message released confirmation message for the first selected message is displayed.
  3. Click the Continue button. The next Message released confirmation message is displayed.
  4. Continue in this way until all of the emails are released.

Note: Depending on your organization’s security policy, at each Message released confirmation message you may be able to request that the sender is added to your organization's or your own approved senders list.

To release a message from an active summary notification:

If your organization has set up active summary notifications, your summary notifications contain links to release the spam emails without continual logging in to Spam Manager.

You can only release an email once from an active summary notification. This is for security reasons. It prevents a malicious user from releasing an email multiple times, thereby performing a denial of service (DOS) attack. If you need to release the email again, you can do so from Spam Manager. Or ask your Quarantine Administrator to release it for you.

  • From your spam notification email, click the link next to the email you wish to release. The release of the email will be confirmed.

An email cannot be released in the following circumstances:

  • The email has already been released via Spam Manager
  • The email has already been deleted from Spam Manager, by yourself or a Quarantine Administrator
  • The email has expired. Spam emails are saved for 14 days

Deleting emails

Depending on your organization’s security policy, you may be able to delete emails. When you delete an email, it is removed from Spam Manager. Selected emails can be deleted individually, or a page at a time, or all at once.

To delete an email:

If your organization’s security policy permits you to delete emails:

  1. Click the Summary tab.
  2. Either select the checkbox to the left of the email to delete and click the Delete button at the top or bottom of the list; or open the email to delete by clicking the sender detail, and click the Delete button at the top or bottom of the email.

To delete a page of emails:

If your organization’s security policy permits you to delete emails:

  1. Click the Summary tab.
  2. Select the checkbox to the left of the sender heading. All of the emails on the page are selected.
  3. Click the Delete button at the top or bottom of the list.

To delete all emails:

If your organization’s security policy permits you to delete emails:

  1. Click the Summary tab.
  2. Click the Delete All button at the top or bottom of the list.

Changing your password

For security reasons you should change your password periodically—depending on your organization’s security policy, this may be enforced by Spam Manager.

To change your password:

  1. Click the Options tab.
  2. Click the Change Password link.
  3. Enter your Old Password.
  4. Enter your New Password.
  5. Confirm your new password by entering it again in the Repeat New Password box.
  6. Click the Change button. Confirmation of the change is displayed.

Note: Spam Manager may enforce the use of numeric and other non-alphabetic characters in your password, and other password-related constraints may be in place. These constraints are to ensure that passwords are secure and not easily guessed or cracked. For full details, please refer to the password section of your organization’s Acceptable Use Policy.

Setting notification options

If the notification facility has been enabled by your organization, you will receive periodic email notification of any spam held by Spam Manager. Each summary notification lists only those emails received by Spam Manager since the previous notification.

Depending on how Spam Manager has been set up by your Quarantine Administrator, you may be able to change the frequency with which you receive notifications. If the Notifications link is shown on the Options page, you can change the frequency of these notifications.

Note: To trigger the sending of notifications, you may need to register and request a password.

To change the frequency of notifications:

  1. Click the Options tab.
  2. Click the Notifications link.
  3. Ensure that the Send notifications of newly received spam messages checkbox is selected.
  4. Select a frequency for notifications to be sent from the Send notifications when? drop-down list.
  5. Click the Save button.

Adding aliases

If you have several email addresses within your organization (for example, john.smith@example.com and jsmith@example.com), you can combine these as aliases under a single Spam Manager account. In this way you will only need one set of login details (email address and password) for Spam Manager and all your spam will be displayed together.

Note:You can only use email addresses that have been registered by your organization as aliases. If you have set up aliases for your account, the Summary page in Spam Manager displays both the sender and the recipient of your spam emails.

To add an alias:

  1. Login to the Spam Manager account to which you would like to add an alias.
  2. Click the Options tab.
  3. Click the Manage Aliases link.
  4. In the Add an alias box, enter the additional email address to be managed by this account.
  5. Click the Add button. A confirmation message is displayed. An email notification is sent to your other email address, requesting confirmation that this email address should become an alias. Click the URL in the email to confirm the creation of the alias. Until you have done this, the alias is shown as pending in Spam Manager.

Requesting a sender to be approved

If email from a particular sender is regularly identified as spam, but you still want to receive the email, you can request that the sender is added to your organization's approved senders list. Email from senders on the approved senders list bypasses the Anti-Spam scanners.

Note: Your Email Services Administrator may have decided not to offer you the facility to request that a sender is added to the approved list. Alternatively, your Email Services Administrator may have enabled you to manage your own personal approved and blocked senders lists. In this case, you will be able to add a sender to your list yourself.

To request a sender to be approved:

  1. Click the Summary tab.
  2. Select an email from the sender of interest and click the Release button.
  3. In the Message released confirmation, click the Approve Sender button. An email requesting the sender to be added to your organization's approved senders list is sent to your Email Services Administrator. The sender is added at the discretion of the Administrator.

Account groups

Your Spam Manager Quarantine Administrator can assign spam for individual Spam Manager accounts to be sent to the owner of an 'account group'. An account group enables spam for several email addresses to be viewable through one Spam Manager account. The settings for the individual accounts still apply to those individuals' email and the users in the group can still view and manage their spam themselves.

If you have been set up as an owner of an account group, you may receive a notification email advising you of this and requesting your confirmation . The users of the individual email addresses in an account group can still manage their own spam and account settings. If you own an account group, emails displayed in Spam Manager for that group may have different security settings than your own email—this may affect whether you can see the subject line of those emails, and preview or delete them.

If your spam is managed by someone else as part of an account group, you may receive a notification email advising you of this and requesting your confirmation. You can still view and access your own Spam Manager account and manage your spam and account settings yourself.

Managing your approved and blocked senders lists

Note: Depending on your organization's Email Services configuration, you may not be able to manage your own approved and blocked senders lists. In this case, you will not see the Approved Senders and Blocked Senders tabs in Spam Manager.

Depending on your organization's Email Services configuration, you may be able to define personal approved and blocked senders lists so that, for example, you can receive emails from an address on the company blocked senders list.

  • An approved senders list is a list of domain names or email addresses that you want to receive email from, even though these senders may otherwise be blocked by public or company block lists or other spam detection methods.
  • A blocked senders list is a list of domain names or email addresses that you want to block emails from, if such mail does not typically get intercepted as spam by the Anti-Spam service scanners.

Your organization may have company approved and blocked senders lists set up. If you are able to manage your own lists, the Email Services Administrator will have specified whether the company lists override your personal lists or vice versa. If you have any concerns about unwanted email getting through to you or wanted email not getting through to you, contact your Email Services Administrator.

Entries on the approved and blocked senders lists can be either full email addresses or domains, for example, jsmith@domain.com or domain.com.

The maximum number of entries in your personal approved and blocked senders lists is 150 in each.

Note: You should not put your own domain name in your own approved senders list—to do so may leave you vulnerable to receiving spam from sources purporting to be on your domain

Viewing your approved and blocked senders

To view your approved and blocked senders:

  • Click the Approved Senders or Blocked Senders tab, as required. The existing entries on your list are displayed, including the sender or domain name, whether the entry is a full email address or a domain, the entry description, and the date the entry was added.

You can sort the list by clicking on the column heading and change the number of items displayed on a single page by using the Entries per page drop-down list.

You can locate an entry by:

  • Searching for a specific sender.
    Note: You can use partial matching—you do not have to enter the complete email address or domain. You cannot use wildcards in this search field: entering a * wildcard will only find emails that contain the * symbol itself in the sender field
  • Searching for senders added to the approved or blocked senders list between two dates.
  • Scrolling through the pages of the list.

To view all entries again after a search:

  • In the Approved Senders or Blocked Senders tab (as required), click the Clear Search button.

Adding an approved or blocked sender

Entries on your personal approved and blocked senders lists can be added in a number of ways:

  • You can add entries to your approved and blocked senders lists manually in the Approved Senders and Blocked Senders tabs.
  • When you release a spam message to your inbox, you can approve the sender of the spam message at that time. You can also approve the sender's domain, so that any emails sent from the domain will bypass the Anti-Spam service.
  • Your Spam Manager Quarantine Administrator can add, edit, and delete entries on your behalf.

To add an approved or blocked sender:

  1. Click the Approved Senders or Blocked Senders tab, as required.
  2. Click the Add Entry button. The Add Sender page is displayed.
  3. Enter the email address or domain name of the sender to add to the list. An email address must be the full address with a valid domain name, such as broberts@shopping.com. Partial email addresses, such as broberts@shopping, are not valid. A domain name can be a full name, such as example.com, or a top-level domain, such as .com or .uk. Subdomains, such as name.domain.com, are also valid. Partial domains without the top-level domain, for example, symantec or webcam, are not valid. The * wildcard is also not valid within a domain name.
  4. You must enter a description for the entry.
  5. Click Save. The new entry is displayed in the list.

To add an approved sender when you release an email from Spam Manager:

  1. When you receive an email identified as spam from a sender that you wish to add to your personal approved senders list, select the email, and click the Release button.
  2. In the Message released confirmation, click the Approve sender or Approve domain button, as required. The Add Entry page is displayed with the Sender box already filled in.
  3. You must enter a description for the entry.
  4. Click Save. The new entry is displayed in the list.

Editing an approved or blocked sender

To edit an approved or blocked sender:

  1. Click the Approved Senders or Blocked Senders tab, as appropriate.
  2. Locate the entry of interest and click on the sender name. The Edit Entry page is displayed.
  3. Edit the email address or domain name, if required. An email address must be the full address with a valid domain name, such as broberts@shopping.com. Partial email addresses, such as broberts@shopping, are not valid. A domain name can be a full name, such as example.com, or a top-level domain, such as .com or .uk. Subdomains, such as name.domain.com, are also valid. Partial domains without the top-level domain, for example, symantec or webcam, are not valid. The * wildcard is also not valid within a domain name.
  4. You must enter a description for the entry.
  5. Click Save.

Deleting approved or blocked senders

Note: You are not asked to confirm deletion when deleting entries from the approved and blocked senders lists.

To delete selected approved or blocked senders:

  1. Click the Approved Senders or Blocked Senders tab, as appropriate.
  2. Locate the entries of interest and select the checkboxes to the left of the entries.
  3. Click the Delete button.

To delete all approved or blocked senders:

  1. Click the Approved Senders or Blocked Senders tab, as appropriate.
  2. Select the checkbox in the heading of the left column. All entries are selected.
  3. Click the Delete button.

Troubleshooting

I have not received an email asking me to register and log in

If you have not yet received any registration or login details, there are two likely reasons:

  • You have not received any spam.
  • Instead of creating an individual Spam Manager account for you, your Quarantine Administrator has decided to manage your spam in a different way.

However, if you would like to check whether an account has been created for you:

  1. Go to the login page.
  2. Click the Reset your password link.
  3. Enter your email address.
  4. Click Request/Reset your Password.

If you receive the error message Invalid email address, you do not have a Spam Manager account—if you think you should have an account, contact your Quarantine Administrator.

If you receive a password reset message (sent to your email inbox), you click on the embedded link to set your password. When you log in to Spam Manager you will see the emails that have been quarantined for you. If no spam has been redirected to Spam Manager, the email You currently have no spam in the quarantine system is displayed.

The system is refusing to send me a password reset message

If you receive the error message Invalid email address when requesting a password reset, a Spam Manager account has not been created for you. There are two likely reasons:

  • You have not received any spam
  • Instead of creating an individual Spam Manager account for you, your Quarantine Administrator has decided to manage your spam in a different way.

If you think you should have a Spam Manager account, contact your Quarantine Administrator.

I have released an email but not received it in my inbox

The time it takes for an email to reach your inbox depends on a variety of factors that are independent of the Anti-Spam service, such as Internet delays. Please wait for two hours and then release the email again. If it still does not reach your inbox, contact your Quarantine Administrator.

How do I get further help?

The Spam Manager User Guide provides some additional information. If you need this document, ask your Spam Manager Administrator for it.

If you are a Quarantine Administrator, the Spam Manager Quarantine Administrator Guide provides relevant information. If you need this document, ask your IT administrator for it.

If you need further help, please contact your IT Administrator.