Spamming Service Requests

dbrown921
dbrown921 Posts: 1
in General questions

Someone must have downloaded our executable and are spamming the service request, I think we have received a hundred requests today and they are not from our customers.  Is there a way to block these requests based on IP or anything to make them stop?!

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  • Fiona_G
    Fiona_G Posts: 689 Staff member 🤠

    Hi @dbrown921,

    Thank you for your message and welcome to our community.

    We are sorry to hear about the issue you are experiencing. Our security team is investigating this thanks to your report. In the meantime, if you don't want to receive the spam, you can try to disable the notification function in two ways:

    1. Go to Connection > Open User Management > click the dropdown "Edit user" > uncheck the box "Get notifications about service cases"1.png

     

     

    2.png

     

    2. Go to Connection > Open User Management > click Tools > Disable for all3.png

    We have also received the ticket you raised and will communicate any updates with you.

    Thank you for your patience and understanding.

    Best regards,

    Fiona

    Fiona_G
  • Yuri_T
    Yuri_T Posts: 2,256 [Former Staff]

    Hi @dbrown921 ,

    Thank you for your post.

    We have checked the case with our dedicated team. 
    Please see the below information.

    Unexpected service cases can appear when security software runs downloaded apps in a sandboxed environment to check for malicious behavior. These sandboxes are designed to behave like real PCs, so you might even see realistic first and last names in your service queue. 

    Sandboxed execution is usually triggered somewhere on the downloading user's end, e.g. by their email service, by endpoint protection software, or by security appliances scanning their network traffic.

    One popular product that performs sandboxed execution is Safe Links in Exchange / Microsoft 365 ATP. 

    If you are able to change the Microsoft 365 ATP configuration on the downloading users' end, it is possible to exempt specific URLs:

      • Look for the setting "Apply real-time URL scanning for suspicious links and links that point to files".
      • Add an exemption under "Do not rewrite the following URLs" and add your custom Quick Support download URL.

    More info can be found in Microsoft's documentation here: https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/set-up-a-custom-do-not-rewrite-urls-list-with-atp?view=o365-worldwide

    Also I confirm that our support team has allowed up on this case via the support ticket individually.
    If you have any other questions about it, please feel free to reply to the ticket.

    I apologize for any inconvenience caused.
    Hope this information will be helpful.?

    Kind regards,
    Yuri

    Former Japanese Community Moderator
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