One might be receiving multiple spam emails but is unable to action/delete all of them which might end up affecting some of the reports such as the SLA ones.
One possible solution to filter spam is to use Bayesian Filtering. Generally, one can come up with some specific keywords for emails that should be considered safe (not spam) and keywords considered spam. One can train the Bayesian filter with specific words to categorize the tickets and then use it in either Parser rules (to deflect emails) or SLA plans (not to affect reports).
- Go to Admin CP > Bayesian > Diagnostics > Training
- Use the Train option to add keywords that should be considered either Spam or Not Spam. Use the Update button to add the words.
- Once trained, confirm the functionality in the Probability tab.
- The next step is to make use of the bayesian filter and create a Parser Rule to Ignore Spam Emails.
- Go to Admin CP > Email Parser > Rules > Add New
- Fill in the rule details, and add the Bayesian Category as a condition for the rule.
- Under Actions, select the option that best matches the desired behavior such as Ignore Emails.
- If besides the Email Parser, one would also rather handle this on the SLA Plan, go to Admin CP > SLA > Plans
- Select the current plan being used, and add the Bayesian condition so only tickets that are not Spam are counted.
- Click on Update to save the changes done to the SLA plan.
Spam tickets should start being ignored and would no longer affect the SLA reports.