How to report on usage of quick messages in email client?

Henry_K · ‎05-30-2022

Hi!

In incident and Request management we can attach a quick message template using email client. How can I report on which assignment groups used which quick message template/vice versa?

Community Alums · ‎06-28-2022

I achieved this by creating a report on the sys_email table and added some conditions.

For what I needed, I was able to add to Body - Contains - values that would be unique for my needs based on a specific Quick Message we wanted to track. Had I not had something in there, I would have added somethiing to the quick message similar to the email watermark like "Msgx45x" that would be sure to be unique and report from that.

To help narrow it down a little bit more (due to the size of the sys_email table) I only pulled based on the User ID.Roles (dot walked there) to the people who have acces to this quick message based on user criteria. But, even if i added that the role was ITIL that would have made the search more efficient as well.

Hope this helps!

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Community Alums · ‎06-28-2022

I achieved this by creating a report on the sys_email table and added some conditions.

For what I needed, I was able to add to Body - Contains - values that would be unique for my needs based on a specific Quick Message we wanted to track. Had I not had something in there, I would have added somethiing to the quick message similar to the email watermark like "Msgx45x" that would be sure to be unique and report from that.

To help narrow it down a little bit more (due to the size of the sys_email table) I only pulled based on the User ID.Roles (dot walked there) to the people who have acces to this quick message based on user criteria. But, even if i added that the role was ITIL that would have made the search more efficient as well.

Hope this helps!