Exporting incident history, including outbound emails

[kholloway]

I have a request from a department at my company to export the entire incident history for a handful of incidents. They want to see the usual incident information along with notes, customer communication, or outbound/inbound email done within that incident, ideally in an Excel spreadsheet. When I attempt to create a database view joining incident (where inc.number > 'INC0000000''), sys_journal_field (where inc.sys_id = jour.element_id), and sys_email (where em.instance = inc.number), I get no results. When I leave out the sys_email table, I get information, but it seems that there are duplicate entries and I'm only seeing the customer communication, not the response form one of our employees. I know it is not recommended (maybe not even possible?) to run database views on sys_email, or I could have my where clauses set up incorrectly. Is there any way to pull this information? 

[Ankur Bawiskar]

@kholloway 

don't join all 3 tables together incident, sys_journal_field and sys_email

The sys_email table is system table and having database view on it might lead to performance

Try to join incident and sys_journal_field and then incident with sys_email and take export

If my response helped please mark it correct and close the thread so that it benefits future readers.

[kholloway]

Thank you, but joining sys_email and incident does not result in the header information or body of the email being visible.

[Ankur Bawiskar]

@kholloway 

which other fields are visible?

Might be platform issue

[kholloway]

I'm working with SN support now to try to find a resolution. Thanks for your help.