Removing SPAM

Within Remedy, the method of removing multiple SPAM generated tickets at once is to open the PRMS home page and click on NEW CASES- MY Group Assignments. A link is available on the top right of the screen that enables you to select multiple tickets from the list and set them all as spam in one click.

Filtering SPAM

It is possible to set posting restrictions for mail addresses that are mapped to Remedy (PRMS) and to create tickets only for messages sent by "any Simba user or CERN user". These restrictions will obviously reduce the number of spams getting into Remedy for this support line. This can be done with a special setting of the PEM in CRA and, for that, you need to contact User.Registration@cern.ch (the helpdesk cannot do it).

The possible configurations for Remedy direct mailfeeds are:

- support lines that need to receive messages from any address should have in CRA a GEM/PEM registration like GEM=whatever.support@cern.ch/PEM=prms-rmf@sunar01.cern.ch

- support lines that need only receiving messages from "any Simba user/CERN user" (like mailing lists) should have a GEM/PEM registration in CRA like GEM=whatever.support@cern.ch/PEM=prms-restricted-mailfeed@listbox.cern.ch

Note that no mailbox should exist for the service account implementing the support line into Remedy because such PEMs are not allowed anymore when a mailbox exists in CRA.