+ Start a Discussion
nitesh gadkarinitesh gadkari 

Creating report on email message sent on Cases

Hi all,

I have a requirement to indentify number of emails sent by each user (basically related to cases) for service cloud.I have pulled a report for the same which does not exactly gives the count.For instance,when the cases are assigned to specific owners, and some one else has sent email on a particular case,the email count against case owner ,but not against the sender of the email.

​Thanks!! 
Virendra ChouhanVirendra Chouhan
Hi Nitesh,

Is there any field where you are holding the name of sender?
And it'll be very helpfull if you share some screenshots of your report.
nitesh gadkarinitesh gadkari
Hi Viru,

I have a text field where i am trying to store the field.I tried updating that field using Work flow ,but workflow cannoit update email message field.
Then, I tried this using Process builder;It allows,but then figured out that custom field is not visible on reports pane. Any clue ?
Virendra ChouhanVirendra Chouhan
Hi Nitesh,

Field visibility are controlled by report type in report So if your custom fields is present in report type you are able to add them into report.
One thing: Which process you follow for email send.
Are you using "Email" related list to send an email for case?
If yes then you can achive your requirement using Case with Email report type.