ServiceNow report -incidents last updated by the caller (work notes) or activity

[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 ,

I think this is a duplicate post of this Incident Report - last updated by caller - ServiceNow Community

But anyways below is the solution.

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:

If this solution helps you then, mark it as accepted solution ‌‌✔️ and give thumbs up 👍! 

[MarkT2445801916]

Kilo thanks!  I feel like I am close, but I can't seem to isolate incidents assigned to one support person or team.   While I can see the Inc # and my reply to the ticket I'm limited to see more like the caller and or who the Inc is assigned to. Any suggestions?