Report Creation for Incident

[MonalishaK]

We have a requirement where an Incident is routed to different group and every time once the ticket assigned to a group then a call triggered from  third party. And Once agent acknowledge the call, it updates the worknote of incident.

Now we want to build a report how long does it take to acknowledge the call? Is there any way to build this type of report in servicenow.

Please advise

[Ravi Gaurav]

Hi @MonalishaK ,

When an incident is assigned to a group, you need to record that timestamp as this is the custom requirement.So follow the bellow approach

-->Add a custom field on the Incident table, ex:, assignment_time

-->Create a Business Rule that captures the timestamp when the assignment_group field is updated for the first time (or every time, based on your needs).

--> Add another custom field, e.g., acknowledged_time

--> Update this field via script or integration when the third-party system adds the acknowledgment work note.

Now that you have time_to_acknowledge available:

• Go to Reports > Create New

[MonalishaK]

Hi @Ankur Bawiskar Can you please provide me any suggestion without creating any new field?

[Ankur Bawiskar]

@MonalishaK 

are you storing somewhere the time when agent acknowledges the call? some date/time field?

if yes then you can use that to define in report

If my response helped please mark it correct and close the thread so that it benefits future readers.

[MonalishaK]

Hello @Ankur Bawiskar No, time is not getting stored anywhere when agent acknowledges the call