https://www.servicenow.com/community/community-central-forum/reporting/m-p/3083819#M1129 <P>Is there a method to report on tickets that have been responded back by the caller or a different entity that isn't system or the assignee?</P> Fri, 25 Oct 2024 13:06:59 GMT Freya Milligan 2024-10-25T13:06:59Z https://www.servicenow.com/community/community-central-forum/reporting/m-p/3083819#M1129 <P>Is there a method to report on tickets that have been responded back by the caller or a different entity that isn't system or the assignee?</P> Fri, 25 Oct 2024 13:06:59 GMT https://www.servicenow.com/community/community-central-forum/reporting/m-p/3083819#M1129 Freya Milligan 2024-10-25T13:06:59Z https://www.servicenow.com/community/community-central-forum/reporting/m-p/3083874#M1130 <P>Hi Freya,<SPAN>&nbsp;</SPAN></P> <P><SPAN>From OOB SN, there is no indicator suggesting a ticket is responded by Caller. But you can configure this for future by adding an Indicator (flag or field) or Metric definition which will be set when a Caller is responded back via Comments (usually the case).</SPAN></P> <P><SPAN>It’s a good requirement (rather question). I see scope for wuick help to agents working on tickets.</SPAN></P> Fri, 25 Oct 2024 13:40:17 GMT https://www.servicenow.com/community/community-central-forum/reporting/m-p/3083874#M1130 Akash4 2024-10-25T13:40:17Z