Internal email is going to junk email folder of Outlook

Recently we have introduced helpdesk trouble ticketing system for all internal employees, but the isssue is some of the users are getting emails in their junk email folder. And  for few users email is going to inbox and sometimes in outlook  junk folder. Problem details:

1. Few uses are receiving email in their junk email folder from the address(helpdesk@internaldomain.com)
2. Few users are receiving email in their inbox but some times in their outlook junk email folder.

What could be done in the exchange environment to prevent email going to junk email from the address helpdesk@internaldomain.com . Apprecaite any  link to attend the issue with the steps detail. In our environment, we are using exchange 2010 with CAS/HUB/Mailbox/Edge servers, and outlook 2010
ipsec600Asked:
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Exchange_ImranCommented:
Hi,

Looks like few users are receiving emails in their inbox and few users are receiving the same emails in their junk folder.

The users who are receiving emails in the junk folder how about their OWA are they receiving those emails in inbox or same junk folder?

In owa if they are receiving emails in inbox and in outlook they are receiving same emails in junk folder then I recommend you to check the junk email Options and verify the level of junk email protection in the outlook client.

1. No automatic filtering (junk email filtering will not happen emails will directly delivers to inbox even though they are unsafe emails)
2. Low (most obvious junk email will mark as junk )

you can follow the below article to verify the junk email options

http://office.microsoft.com/en-in/outlook-help/handling-junk-mail-in-outlook-2007-HA010232591.aspx

I recommend you to select the junk email protection level to "low" and verify the issue.

Regards
Imran Shariff
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suriyaehnopCommented:
Could you verify the SCL valume on internet header of the email?
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Simon Butler (Sembee)ConsultantCommented:
The easiest way to deal with this is to create a transport rule to set the SCL value for emails form that system to -1. That way they shouldn't get flagged as spam.

Simon.
0

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ipsec600Author Commented:
Hi Simon,
Thanks fo replying,  would you assist to know the followings:
i. Should I need to create transport rule in HUB not Edge right since it is internal email
ii. Noticed that email from another application scom@internaldomain.com going to junk emails for some users and for others in Inbox, in this case, can I add multimple internal email address(helpdesk@interdomain.com, scom@interdomain.com) in the single transport rule.
iii. Is there any explanation for the scenario like same emails going to inbox for few users and for others going to Inbox, just note that outlook 2010 junk level is default for all users.
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Simon Butler (Sembee)ConsultantCommented:
If the user has tagged it as junk, then it will go in to junk email folders. That is the usual reason for the message behaviour being different.
Creating the rule on the hub transport server will be fine, as the message will pass through there to get to the mailboxes. You should be able to apply multiple addresses to the same rule, just enture it is an OR rule, not an AND rule.

Simon.
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ipsec600Author Commented:
Hi Simon, thanks for clarification, it just great!!
Lastly for the SCL value -1, assist to know the condtions  and actions, which one of the following is OK? sorry for being repetative.
Options: A
Conditions: when the From address contains specific words (helpdesk@internaldomain.com)
Actions: Set the spam confidence level to value -1
or
Options B:
Conditions: with a spam condiedence level(SCL) rating that is greater than or equal to limit (0)
Actions: Set the spam confidence level to value -1
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Simon Butler (Sembee)ConsultantCommented:
You don't want to set option B as that will apply to all email, including junk. You need to restrict it as much as possible, so option A.

Simon.
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ipsec600Author Commented:
Thanks a lot Simon for your excellent clarification!!!!
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dplit321Commented:
Having the same situation, here's the header info from one that keeps going to junk mail. Would a transport rule help in this case?

Received: from MAIL.davenportlibrary.com (192.168.100.25) by
MAIL.davenportlibrary.com (192.168.100.25) with Microsoft SMTP Server (TLS)
id 15.0.712.24 via Mailbox Transport; Fri, 28 Mar 2014 08:09:46 -0500
Received: from MAIL.davenportlibrary.com (192.168.100.25) by
MAIL.davenportlibrary.com (192.168.100.25) with Microsoft SMTP Server (TLS)
id 15.0.712.24; Fri, 28 Mar 2014 08:09:46 -0500
Received: from m-webs (192.168.100.24) by MAIL.davenportlibrary.com
(192.168.100.25) with Microsoft SMTP Server id 15.0.712.24 via Frontend
Transport; Fri, 28 Mar 2014 08:09:46 -0500
MIME-Version: 1.0
From: <xxx@davenportlibrary.com>
To: <xxx@davenportlibrary.com>, <xxx@davenportlibrary.com>
CC: <xxx@davenportlibrary.com>, <xxx@davenportlibrary.com>,
                <xxx@davenportlibrary.com>
Date: Fri, 28 Mar 2014 08:09:46 -0500
Subject: Vacation / Absence Request APPROVED!
Content-Type: text/html; charset="us-ascii"
Content-Transfer-Encoding: quoted-printable
Message-ID: <2bfb98b7-8fef-4146-b7b6-5beb5c3a506e@MAIL.davenportlibrary.com>
Return-Path: xxx@davenportlibrary.com
X-MS-Exchange-Organization-Network-Message-Id: a9a9266d-49b8-4f58-54ab-08d1189e2073
X-MS-Exchange-Organization-AuthSource: mail.davenportlibrary.com
X-MS-Exchange-Organization-AuthAs: Anonymous
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Simon Butler (Sembee)ConsultantCommented:
@ dplit321 - this is an old question, unlike a forum, no one will look at it. You should ask your question as a fresh question. Include all relevant information.

Simon.
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