Requesting a Restore from Quarantine - End-User Experience

00:03: This tutorial explains the user experience when your organization's 00:07: policy is set to quarantine phishing emails, send notifications 00:11: and allow you to request their restoration. 00:14: When a phishing email is detected, the system quarantines it and sends 00:19: a notification about the quarantined email If you think the email 00:23: is legitimate, you can click the link in the email notification to 00:27: request to restore the email. 00:29: On the user verification page, enter your organization's email, address 00:33: and click submit. Harmony email and collaboration, will 00:38: send a verification code to your email. 00:41: Enter the code and click submit to authenticate once authenticated, 00:45: Harmony email and collaboration stores a cookie in your browser, which 00:49: remains valid for 30 days, or until deleted whichever occurs earlier. 00:55: During this period, you won't need to authenticate again, when using the same 00:59: browser, 01:00: In the male recover pop-up that appears enter the reason for the request 01:04: to restore the email from quarantine and click submit. 01:08: The system displays the request confirmation. 01:10: If the administrator approves the request, the system, removes the notification, 01:15: email from your mailbox and delivers the restored, email as a new 01:19: email. If the restore request is approved for a quarantined 01:23: email sent to a group with multiple users, The system, removes 01:27: the notification emails from all group members mailboxes and delivers the restored, 01:31: email as a new message. 01:33: The email received time is the restore time of the email by the administrator, 01:37: not the original email sent. 01:39: If the administrator declines the request, you will receive an email with 01:44: the reason for declining the request. 01:46: Thank you for watching the video.

Note - This procedure is applicable only when the email is sent to individual recipients or distribution lists. For the procedure to request to restore a quarantined email sent to groups, see Restore Requests for Emails Sent to Groups - End-User Experience.

Using the link in the email end-users can request to release the quarantined email or attachment if a false positive is suspected.

To request for restore from quarantine:

  1. Click on the link in the email you received.

  2. On the User Verification page that appears, do these:

    1. Enter your email address and click Submit.

      Harmony Email & Collaboration sends a verification code to your email address.

    2. Enter the verification code you received and click Submit.

      Note - Once authenticated, the user does not need to authenticate again in the same browser for the next 30 days.

  3. Enter the reason for your request to release the email from quarantine and click Submit.

    You will receive a notification that the request is sent to the administrator.

  4. If the request is approved by the administrator, the original message gets delivered to all the recipients of the restored email.