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‎01-05-2024 08:45 AM
I am trying to create a report that shows callers in our unassigned ticket bucket that have multiple incidents. The reason I am doing this is we have a person that delegates tickets and they want to quickly be able to see if a caller already has tickets open with an agent so they can just assign the new ticket to them.
Solved! Go to Solution.

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‎01-05-2024 10:02 AM - edited ‎01-05-2024 10:04 AM
Hi @joeymeenach ,
Create a report as below:
1)Report on Incident
2)Choose list type
3)Configure : select "Additional Group By" as caller
4)Filter Condition as below
5)Result:
6)If you want to check duplicate caller(who already has multiple open tickets) , select group by as caller from the drop down
Result:
Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025
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‎01-05-2024 10:08 AM
That is perfect @Hemanth M1 , thank you for your help!