I'm working on some dashboards to create real time reports directly from the SD+ database. I'm using Tableau for this, but anyone with experience from other tools or knowledge of the database layout should be able to help me.

One of the first things I run into is that I have WORKORDERID entries which are not returned when I use the internal SD+ reporting tool, but that are included when I query the db directly.

It appears that all these entries are replies or forwards on messages that already had a ticketnumber. Could it be that if I reply on or forward a message a new WORKORDERID is created in the DB, but that somehow that WO is merged onto the original workorderid and that therefore these are not counted in the internal reports? If i look for these WO's within SD+ it doesn't find them.

If this is the case, how could I change my queries to account for these 'ghost' workorders?