A quarantine administrator has released an email to a user from the email quarantine portal but the user claims that the message was not recieved. The quarantine administrator is running a track and trace but is unable to find the email in question.
Mail released from the email quarantine uses the sender's information, therefore it provides the data as if it originated from the sending mailserver.
Symantec.Cloud Management Portal
To search for a quarantined email
Note: Symantec recommends using a combination of recipient email address and keyword(s) in the subject line.
Once the search has been completed, the administrator should be able to find 2 different entries. The first one would be the one stopped by the Anti-Spam service and a second one showing the released message. Both of emails would have the same Message-ID which indicates is the same message.