Managing reports#

Abuse reports are worked from two places: the admin panel’s Network > Abuse Reports page, where your staff triage, assign, and resolve reports, and the client portal’s Network > Abuse Reports page, where clients read and answer the reports for their own servers. Both portals also show a Server Abuse panel on each server’s page.

Report statuses#

Every open report is waiting on one side or the other. The status changes automatically as the two sides interact:

Resolving a report records the resolution date, hides it from the open tabs, and stops auto suspension from considering it. A resolved report can be re-opened with Mark Unresolved; it returns to whichever status it had. Reports that have been resolved for more than a month are deleted automatically.

The admin queue#

Network > Abuse Reports shows four tabs, each with a count badge: Waiting on ADMIN, Waiting on CLIENT, Unknown, and Archive. The page remembers which tab you were on and your search text in the URL, so it can be bookmarked.

The search box matches the IP address, the client’s first name, last name, or email, and the server’s ID or nickname. Columns can be sorted by date, IP, server, client, or latest activity.

Each row shows:

• Date — when the abuse email was sent.
• IP — the reported address.
• Server and Client — links to the server and client pages, or - when not linked.
• Latest Activity — an excerpt of the most recent comment with its author, or the beginning of the original email if there are no comments yet.
• Abuse Authority — the sender address of the original email.

Below the tabs, a Report Logs panel shows recent report activity across all reports.

Bulk actions#

Tick one or more rows and use the bulk action menu:

• Mark Resolved (or Mark Unresolved on the Archive tab).
• Assign Client/Server — opens the assignment dialog for all selected reports at once.
• Bulk Reply — posts the same comment on every selected report. Useful when one abuse email produced reports for several IPs on the same server.

Viewing a report#

Click View on a row to open the report. The page shows:

• An Overview panel with the date, IP address, current status, client, and server. The status row has a Mark Resolved / Mark Unresolved button, and the client and server rows have a pencil icon that opens the assignment dialog.
• The Report Body — the full text of the original abuse email.
• Comments — the conversation so far, newest first, and a Leave a Comment form.
• Abuse Report Logs — every status change, assignment, and comment on this report.

Assigning a report to a client or server#

Reports in Unknown need an admin to decide who is responsible. Open the report (or select it and choose Assign Client/Server) and pick a Client and/or Server in the dialog:

• Choosing a client filters the server list to that client’s servers.
• Choosing a server fills in its client automatically.
• Clear both fields to detach the report from any client or server.

Assigning a client sets the status to Waiting on CLIENT and, if Send abuse emails is on, sends the client the “Abuse Report Received” email. Removing the client sets the status back to Waiting on ADMIN.

Commenting#

Comments are the conversation between your staff and the client. Posting a comment as an admin on a report that has a client:

• sets the status to Waiting on CLIENT,
• emails the client’s abuse contact a “New comment on Abuse Report” message containing the comment, with a link to the report, and
• writes a “Comment on Abuse Report” log entry against the report and its server.

Clients see admin comments attributed to Administrator rather than the admin’s name. Admins see every author’s real name.

The server page panel#

Each server’s page in the admin panel has a Server Abuse panel (below the Notes panel) listing that server’s open reports, with the same bulk actions as the main queue. The panel is only shown when the server has reports and the admin has the Read Reports permission.

The client portal#

Clients find their reports under Network > Abuse Reports. The menu entry carries a red badge with the number of reports waiting on them. The page has three tabs:

Clients see reports for servers they own, servers they have been granted access to, and (for super clients) their sub-clients’ servers. Opening a report shows the same overview, report body, and comment thread as the admin view, minus the client column and the resolve and assign controls — clients cannot resolve or reassign reports. The client’s server page also has a Server Abuse panel.

Replying is done with the Leave a Comment form on the report, or with Bulk Reply from the list to answer several reports at once. Each reply moves the report to Waiting on ADMIN and resets the auto suspension clock.

Client abuse contact#

At the bottom of the client’s Abuse Reports page, a Set Abuse Contact form lets each client control where their abuse notifications go:

• Email — a dedicated address for abuse notifications (for example a NOC or security mailbox). Leave blank to use the account’s email address.
• Receive Abuse report notifications via email — untick to stop receiving the “Abuse Report Received” email. Comment notifications and suspension warnings are still sent, since they require action.

Admins cannot edit this on the client’s behalf from the panel; the client sets it in their own portal.

Logging#

The package writes to the SynergyCP logs in two places:

• Report activity — “Abuse reported”, “Abuse report resolved” / “unresolved”, “Abuse report client changed”, and “Comment on Abuse Report” are logged against the report (and its server, where there is one). They appear in the Report Logs panel on the queue page, the Abuse Report Logs panel on the report page, and the server’s own log.
• Sync activity — every mailbox sync writes “Abuse email sync” entries describing what it found. These are listed in Troubleshooting.

API#

The package exposes its data on the SynergyCP API for integrations:

Admin and integration keys need the Read Reports permission; client keys see only their own reports.