Messages in MSG quarantine missing from end user digest

Issue:

Messages that have ended up in an MSG quarantine folder are missing from the end user digest / end user web.
Examples of missing messages:

Message that has been wrongly categorized as spam
Message quarantined due to SPF fail

Resolution:

There are several possible explanations for this. The message could be exceeding a spam threshold for it to be included, or quarantine folders or MSG modules could be missing from what should be included in the digest.

In the case of spam, the digest can be set to include messages only up to a certain spam score threshold. If the message spam score exceeds this threshold, it will not be included in the digest. If a message has been quarantined due to a high spam score, it will be listed in the Reason-column in the Quarantine -> Messages-page.

To modify this threshold:

Log in to the MSG Web UI
Navigate to System -> End User Services -> Filters -> General using the left-side menu
Check if Enable Score Range is set to On or Off
If it is On, check the value for Only Include Messages With a Score Less Than or Equal To
1. Compare this value with the spam score of the message missing from the digest
2. If the message has a larger spam score than this value, everything works as intended. Consider whether you want to modify the threshold to a higher value. Remember that setting the threshold to 100 will have the same effect as not having the setting enabled at all. Another solution, if only particular messages are being affected by this, is to create a custom spam rule that detects these messages and assigns them a lower spam score so they end up below the threshold
3. To modify the threshold, use the Only Include Messages With a Score Less Than or Equal To drop-down menu to set a new value and click Save Changes in the top right corner
If it is set to Off, this will have no impact on the digest content

For a message to be included in the digest, both the quarantine folder and the module responsible for putting the message in the quarantine must also be included in the digest. When looking at messages in a quarantine folder, the Reason-column will give a clue of what module should be included for a message to show up in digests. The Reason-value might be for example "Spf: 0", meaning that the Sender Policy Framework module must be included. By default, only the Spam - Quarantine module is included in the digest

To verify that the quarantine folder where the message ends up is included in the digest:

Log in to the MSG web UI
Navigate to System -> End User Services -> Filters -> Folders using the left-side menu
Check if the relevant quarantine folder is listed under Include in Digest
1. If it is not, mark it from the Available Folders-list and use the >>-button to move it over to the Include in Digest-list
2. Click Save Changes in the top left corner

To verify and add modules to the digest

Log in to the MSG web UI
Navigate to System -> End User Services -> Filters -> Modules using the left-side menu
Check if the module that sent the message to the quarantine is listed under Include in Digest
1. If it is not, mark it from the Available Folders-list and use the >>-button to move it over to the Include in Digest-list
2. Select the module from the Include in Digest-list and click on Options... , a new window should open
3. Click on the tab Digest Commands
4. From Commands, select the commands you want to have available for digest messages that have been affected by this particular module and use the >>-button to transfer them over to Available in Digest
5. Click Save Changes to close the window
6. Back at the main Modules-page, click Save changes in the upper left to save the new settings

Article no: 000003305