Reports for Tickets where email was sent/received

[iazharhossain]

I would like to pull a report (list) where I want the incidents where an email was sent or received, Is that possible? If yes then how?

Thanks in Advance!

[brian_quinn]

Azhar,

Are you looking to report on just recent incidents or all incidents?   You should be able to do a database view that joins the sys_email table and the incident table and match the target field of the sys_email table to the sys_id of the incident table.   However you should be careful because the sys_email table can be a very large table.   You should try to narrow queries to a limited time frame in order to avoid potential performance issues.

Another option may be to write a business rule on the sys_email table that sets a field on the incident table to true whenever an email is sent or received.   This would avoid having to query the large sys_email table, but would only work on new incidents moving forward.

Thanks

Brian