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

[Ankur Bawiskar]

@MonalishaK 

then you need to store that in custom field and then you can use that in reporting to determine how much time it took for agent to acknowledge by comparing this date/time with the created date/time

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