How do you tell whether you have a backlog or a queue?

rogerl77

It is easy to tell the different between a queue and a backlog: a backlog keeps growing, a queue remains (more or less) the same size for a considerable amount of time.

I've either missed something or it isn't there, but I can't see how to produce a report (or dashboard) to show, say, how many tickets in total for each day of a time period. I've done a report to show how many tickets opened each day and another to show how many closed each day, but not one to show the actual size of the list each day, I have to derive that myself from the other two values...

Can anyone offer a solution?

jdmartel

We have run into this issue as well. It seems the "Date Attribute for Time Range" is what restricts you from seeing the overdue tickets that carry over from month to month, or week to week. I would like to see some more options added to the ticket reports, currently it is very hard to track SLAs with these restrictions.