I am trying to create a report that shows callers in our unassigned ticket bucket that have multiple

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joeymeenach
Tera Contributor

‎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.

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Hemanth M1
Giga Sage
Giga Sage
In response to joeymeenach

‎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

HemanthM1_0-1704477504946.png

 

5)Result:

HemanthM1_1-1704477620326.png

6)If you want to check duplicate caller(who already has multiple open tickets) , select group by as caller from the drop down

Result:

HemanthM1_2-1704477712268.png

 

 

 

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

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joeymeenach
Tera Contributor

‎01-05-2024 10:08 AM

That is perfect @Hemanth M1 , thank you for your help!

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