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GI relating cases to emails in the cases

  • 23 February 2023
  • 1 reply
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My team wants a report to show how many emails a customer service rep responds to a day from cases created from our website’s support page, not cases a rep would create on their own. 

 

My plan is to make a GI that has case id’s, and created by, then the emails within those cases which I can filter by rep later, but I’m having a hard time finding the relation between a case and the emails in the case.

 

Does anyone have a good join for this?

Best answer by lauraj46

Hi @ddickerson ,

I think you should be able join CRSMEmail to CRActivity based on the refnoteid.

And then join CRActivity to CRCase in a similar fashion.  

The SQL would be something like this, which you could replicate in the GI design:

select smemail.subject, crcase.casecd 
from smemail CRSMEmail
join cractivity on CRSMEmail.refnoteid = cractivity.noteid
join crcase on cractivity.refnoteid = crcase.noteid

Hope this helps!

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lauraj46
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  • February 28, 2023

Hi @ddickerson ,

I think you should be able join CRSMEmail to CRActivity based on the refnoteid.

And then join CRActivity to CRCase in a similar fashion.  

The SQL would be something like this, which you could replicate in the GI design:

select smemail.subject, crcase.casecd 
from smemail CRSMEmail
join cractivity on CRSMEmail.refnoteid = cractivity.noteid
join crcase on cractivity.refnoteid = crcase.noteid

Hope this helps!


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