Incident Report - last updated by caller

[MarkT2445801916]

I'm looking to create a report in ServiceNow that shows incidents where the last notes are from the customer - indicating a follow-up from the customer may be necessary.  Any suggestions? 

[GlideFather]

hi @MarkT2445801916 

try to set conditions that the journal field is not empty and updated by is the caller. You can play with the condition in the incident list view and once you will get what you want you can apply it on a report 

EDIT: 

technical comment - customers shall add comments, work notes are for assignment group and customer cannot see them

[debendudas]

Hi @MarkT2445801916 ,

Please refer the HI Article: Create reporting with Work Notes and Additional Comments that links to a Task - Support and Troubles...

Screenshot from the Article which includes the cause and resolution steps:

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