Report to show incident that are not updated by the Assigned to person.

[Abishek1998]

Hi all,

I am trying to create a report, where I only need the incidents where the assigned to agent has not updated anything. So if an end users replies to an incident but the agent assigned to the ticket has not updated anything for the 2 or 3 days. Is the possible? I can't see any OOB fields to create this. Is this feasible? 

[Rafael Batistot]

Hi @Abishek1998 

A standard Incident report can’t do this OOB because ServiceNow doesn’t track the last update by the assigned agent in a reportable field.

The typical solution is to populate a custom field with the assigned agent’s last update (via Flow or Scheduled Job) and report on incidents where that date is older than 2–3 days.

Create a scheduled job or Flow that checks the Activity Stream (sys_journal_field and/or sys_audit) to determine the last update made by the currently assigned agent, then store that date in a custom field (for example, u_last_agent_update). You can then build a simple report showing incidents where this date is more than 2 or 3 days old.

[Ankur Bawiskar]

@Abishek1998 

you will have to use scripted report filter condition and use audit table to query to know who updated and when

it will be leading to performance issue as you are querying audit table which is large

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