Report on number of emails on Case

[Ping Cai]

Hi everyone, 

I get a requirement to report on number of emails related to a Case in SN. Or number of actions taken on a case.

I know that the related items links case to emails. However, I have hard time to make use of this link in the report. 

Could anyone help? 

Thanks! 

[Neeraj Modi]

Hi @Ping Cai 

You can use the "Related Items" field in the Case table to create a relationship between Cases and Emails in ServiceNow. To report on the number of emails related to a Case, you can create a report using the Case table and join it with the Email table using the "Related Items" field. You can then use a count function to count the number of emails for each case. Additionally, you can use the "History" field in the Case table to track the number of actions taken on a case and use this information in your report as well.

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Please mark the solution as correct, if the answer provided by me has resolved your query.

Thank you!

[Ping Cai]

Hi @Neeraj Modi , 

I think the related items are already defined OOB. Am I right? Simply because I can see the emails in the Case form> related items list. 

If I am right as above, I cannot find emails when I report on case table. Did I miss anything? 

Thanks! 

[Ping Cai]

Furthermore, the field which records number of updates is called 'updates', not history .