Within our organization, our HR team submits personnel change tickets, e.g. new hire onboarding, termination, position changes, etc. via through a service request. Most of these are post dated and sit in my team's incident queue(s) for lengthy periods of time, serving as a log jam and negatively affecting metrics such as time to resolution. Filtering the view is not an option, as there are requests actively being worked, and again I reference time to resolution affected. Asking the HR team to submit requests closer to due is also not an option, as it does not ensure their compliance. So our best option would be to have an automation rule to create a new incident based on proximity to due date. For example, a ticket comes from our HR department 30 days in advance of due date. Ideally, the automation rule closes the original ticket and creates a new one 1-2 weeks out from due date, referencing the original ticket.
