Reporting on "time since last comment added" or "tickets with no comments"

Chris W1 · ‎04-23-2020

Hi All,

Has anyone had any success with this in any form? I'm up to 3 separate leaders asking for some form of a report with "number of tickets with no comment added" or "number of tickets with no comment for (time period)."

I understand the limitations, given that comments (and work notes) are stored on the journal entries table.

Has anyone explored creating a database view joining task and journal entry tables?

Is there anything in PA that could cover this? Number of incidents not updated for 5 days is an indicator, but isn't exactly what i need as updates could be things other than comments

Appreciate any insights.

Thanks

Adam Stout · ‎04-23-2020

Take a read through this: https://community.servicenow.com/community?id=community_blog&sys_id=37c045cadbcf409023f4a345ca961921

This was also discussed at an Office Hours session in February: https://community.servicenow.com/community?id=community_blog&sys_id=0740de96dbcf889023f4a345ca96195d

View solution in original post

Bhanu Kiran · ‎08-31-2020

We’ve created a new article on this topic, you can find it here KB0832165, so other Customers with similar questions can easily find a solution in our Knowledgebase. We hope you find it helpful!