Reporting and Analytics for Service

Get Involved. Join the Conversation.

Topic

    Charles Lickly
    We have agents who are forwarding emails to techmail to...
    Topic posted January 18, 2011 by Charles LicklyRed Ribbon: 250+ Points, last edited October 29, 2011 
    821 Views, 1 Comment
    Title:
    We have agents who are forwarding emails to techmail to create incidents in the RightNow system. So...
    Content:

    We have agents who are forwarding emails to techmail to create incidents in the RightNow system.  So the Contact is set to themselves.  Is there a way to create a report that shows the Incidents who's Contact Email matches that of one of the Staff Account emails.

    The main thing I'm after is:

    If Contact ID Email = Staff Account Email than show Incident ID # & Contact Email in then Report

    Thanks,

    Comment

     

    • Ryan Bresnahan

      I tried this out and found this to work for me:

      1. Define tables (all inner joins):

      incidents
      accounts (incidents.assgn_acct_id = accounts.acct_id)
      incidents(2) (accounts.acct_id=incidents.assgn_acct_id)
      contacts (incidents.c_id = contacts.c_id)

      2. Add output columns: incidents.i_id and contacts.email

      3. Add a filter:

      a) Uncheck 'Make this filter selectable at run time.'

      b) Select 'Expression' radio button

      c) (Expression) contacts.email (Operator) equals (Value) accounts.email_address