Reports for Tickets where email was sent/received
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‎07-08-2015 05:25 PM
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!
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‎07-10-2015 03:54 PM
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