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Jun 16, 2022 at 12:21 PM

mail record found in pa_mail_archive table but not in email summary audit report

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We are having issues where a manager claims that he did not receive any email notification of his subordinate's registration. On the pa_mail_archive table I can see that several emails records listed for his subordinate's registration but these records were not shown on the email summary audit report. If I search the same date and the "to email" address, audit report shows no record to this particular manager. What could explain the difference between the two reports?

I tried opening support ticket but SAP support said that since I had used a custom report to see what's on the pa_mail_archive table, they don't support. But all my custom report did was just selecting all records from the pa_mail_archive table, it didn't do anything fancy and there was no condition.