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OTRS adds good e-mails to junk
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I regularly have to search for tickets in the junk folder to retrieve good e-mails that are send in CC to the OTRS queue wm-be via info@wikimedia.be

Today already 7 mails. Please fix this.

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The emails in question triggered a content-based filter (Bayes_999); since they all contain an identical text bit, it is not surprising to see them all going to Junk. The problem is that while, normally, OTRS would export identified false positives (i.e. emails moved back from Junk to a proper queue by hand) to SpamAssassin on a daily basis, this correction mechanism likely failed here because the emails were all merged to another ticket (ticket:2014121910011403). One of the side effects of merging a ticket to another one is, unfortunately, that this makes it impossible for the script we have in place to subsequently identify the false positive for the export job, so nothing gets exported. I don't think this is really a big problem in general as such a scenario generally seems highly improbable.

I'll ask if there's a way to feed the messages to SpamAssassin in some other way (other than through our predefined export jobs), but it may be quicker if you drop me/us a note next time when you encounter a misidentified follow-up to that thread before you merge it to the existing ticket. Then we can manually trigger our export job on the false positive, and hopefully this will fix the content-based spam filter.

The first question that comes up to my mind is why only tickets that are not merged are exported as false positives?

Would it be helpful to leave the tickets as stand alone for some hours (in the night) to be able to get them identified as false positives?
And what is then identified as false positive, the e-mail address?

Okay, I will ask you before the merging next time.

But to be clear, the e-mails were added to the junk folder, not the spam folder.

I have earlier noticed that when CC or BCC are used they often seem to appear in the junk/spam folder.

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To answer these questions, I believe what Pajz was saying is that if one is moved back, the rest from that sender will be as well. However, false positives need to be reported to the OTRS admins, as they can deal with these on a case-by-case basis in the spam filter, which they all have access to.

And as for the folder, junk folder=spam folder.

In any case, as this issue appears to have been dealt with, I'm marking this as resolved.