How to Submit a Spam, Scam, or Misclassified E-Mail for Review

Purpose

If you receive a suspicious e-mail, unwanted spam, or a legitimate message that was incorrectly marked as spam, submit it through the Kaman’s Art Shoppes, Inc. Help Desk so IT can review the original message and improve mail filtering and SpamAssassin rules.

Open a ticket

Go to:

https://help.kamansart.com/index.php?a=add&category=3

In the problem type drop-down, select the option that best matches the issue:

• False Positive (Legitimate E-Mail Marked as Spam)
• Phishing or Scam E-Mail
• Unwanted Spam

Important

Attach the original e-mail as a file, preferably as a .eml file.

Do not submit only:

• screenshots
• copied and pasted message text
• a normal inline forward

Those methods often remove information needed for proper analysis.

Outlook

Save the message and attach it to the ticket

1. Open the suspicious or misclassified e-mail.
2. Use File > Save As.
3. Save the message to your computer. If Outlook gives you a choice, save it as .eml.
4. Open the Hesk ticket form.
5. Use Add attachment and upload the saved message file.

Alternate method

You can also attach the message as a full e-mail item by dragging it into a new message window or attaching it as an Outlook item, but for Hesk the saved .eml file method is preferred.

Roundcube

Save the message and attach it to the ticket

1. Open the suspicious or misclassified e-mail.
2. Click More.
3. Click Download (.eml).
4. Save the file to your computer.
5. Open the Hesk ticket form.
6. Use Add attachment and upload the saved .eml file.

Alternate method

You may also use Forward as attachment, but saving and uploading the .eml file is preferred.

Thunderbird

Save the message and attach it to the ticket

1. Select or open the suspicious or misclassified e-mail.
2. Use File > Save As > File
   or right-click the message and choose Save As.
3. Save the message to your computer as a .eml file.
4. Open the Hesk ticket form.
5. Use Add attachment and upload the saved file.

Alternate method

You can also use Forward As > Attachment, or drag the message into a compose window as an attachment, but the saved .eml file method is preferred.

Summary

For Outlook, Roundcube, and Thunderbird, the correct process is the same:

Save the original e-mail as a file, preferably .eml, then attach that file to the Hesk ticket.

That preserves the message in a form IT can properly inspect and use for spam filter analysis and rule creation.

If you want, I can turn this into a shorter polished internal KB version with a title, summary, and keywords block for Hesk.