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Troubleshooting Spam, Ham, Quarantined or Reputation-Rejected Emails
Answer ID 12337   |   Last Review Date 07/22/2026

Why are some legitimate emails being quarantined as spam or rejected ?

Environment:
 
Incoming Email, Spam management Quarantine, Ham (desired not-real-spam email)
 
Issue:
 
Legitimate emails are being caught in spam quarantine which need to be released to create or update incidents.  This is causing delays in email communication with customers.  Ham email is email considered good or not-spam.  
Some emails are rejected by Oracle mail servers based on for reputation  with messages such as:
550 #5.7.1 Your access to submit messages to this e-mail system has been rejected. 
554 Your access to this mail system has been rejected due to poor reputation of a domain used in message transfer
 
Resolution:.
 
Emails sent to Oracle-hosted service mailboxes (either directly or from SMTP forwarding) are received by our Email Security Appliance which includes spam, virus and other security checks.  
 
An email can be quarantined as spam or rejected based on reputation scores from various parts of the email, such as URLs included in the email body, sender reputation, sender IP reputation, etc.  Reputation can change with time and depends on complaint rates, message volume statistics, and data from public blocklists and open proxy lists.  Reputation helps to differentiate legitimate senders from spam senders.  There is no configuration for spam confidence levels and our Email Security Appliance vendor releases no information about scoring of emails for spam.  
 
Spam Quarantined Email
If emails for existing incidents are caught in spam quarantine (contact replies to agent or automated response emails), the email can include content from agent responses.  Best practices for email includes keeping the response pertinent to the task of addressing the contact's issue and not including extraneous or marketing information which could make important service emails appear more like spam and therefore affect deliverability.  
 
  • After you release emails from spam (see Managing Spam Messages) you can check whether any email domains or URLs have a poor or less-than-favorable reputation using:  https://talosintelligence.com/reputation_center .  This is the same platform used by our Email Security Appliance. 
  • If an email domain or web URL has a less-than-favorable reputation, you can create a Cisco Login and submit a Web Reputation Support Ticket, Sender IP Reputation Support Ticket, or Sender Domain Reputation Support Ticket.
  • Emails caught in spam quarantine that are released and create new incidents can be submitted to the Email Security Appliance vendor by following Reporting spam or malware in incidents created by email 
 
Reputation-rejected Emails
If emails are rejected for reputation reasons you can check the sender domain or IP in various online tools - these tools are not owned by Oracle but they can provide an overview of reputation issues and some are used by our Email Security Appliance vendor:
 
 
 

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