Hello. We have Cases created from emails, and when we export a Case report, the Description field only contains the body of the first email that created the Case. Later customer replies are not included, even though they can be viewed as related email records within the Case.
Is there a standard way to include the latest email body or all EmailMessage records related to each Case Number in a report? We need the updated conversation because delivery date changes, rescheduling requests, and urgency information may appear after the initial email. The user can manually view these email records but does not have administrator permissions.
I hit the same wall, because the Case Description only keeps that first email. What worked for me was reporting on EmailMessage itself instead of trying to force everything into a Case report. I filtered on incoming messages, grouped by the parent Case, and sorted by message date so the later replies showed up in order. I kept that report next to the Case export, and that pairing finally gave me the delivery and rescheduling updates that were missing before.
