INC36247960 – Legitimate Mail Being Directed to Junk Folder – RESOLVED

06/06/2023 15:20:00 PM (BST)

Issue Status: RESOLVED

Issue Description: We have been made aware of a number of legitimate emails from external domains which have been redirected to Junk having originally landed in the recipients Inbox folder. Engineers are investigating the root cause but believe it is down to these mails being identified as false positives by one of our many NHSmail security components. We have raised a Sev A ticket with one of our security providers to investigate urgently and will support them by providing the necessary information and details to support their explorative activities.

If you are impacted by this issue, please raise a ticket with our NHSmail Service Desk in the usual way. Please ensure, wherever possible, that you attach the impacted mail in the “msg” format – this will aid investigations on our side and prevent the need for an RFI to be sent out upon receipt of your ticket.

Final Update: 07/06/2023 12:30:00 PM (BST): The issue experienced as a result of an erroneous pattern update deployed to one of core security components was fully rolled back late yesterday evening. Continued monitoring under full service utilisation has not identified recurrence of the issue and mails are being correctly identified without issue. The incident has now been Resolved.

Please note: Following resolution, impacted users will be required to move mails picked up as false positives from their Junk folder into their Inbox. This is not something that can be action centrally as part of our mop-up activities.

We apologise for any inconvenience caused and thank you for your patience.

To report any issues, please contact 0333 200 1133 /

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