This section, you can view the last 12 month's trend of the Incident Backlog corresponding to an Assignment Group. You can drive the contents of this section by choosing an Assignment Group from the Assignment Groups by Incident Backlog section.
The Incident Backlog trend is displayed as a horizontal bar graph. In the graph, horizontal axis represents the past 12 months and vertical axis represents the volume of the opened incidents and closed incidents.
A trend line overlaid on the Opened and Closed Incidents represents the Incident Backlog trend.
| Metric Name | Description |
|---|---|
| Opened Incidents |
The total number of incidents raised (opened) in a time frame. |
| Closed Incidents |
The total number of Incidents closed in a period of time. Closed Incidents mark the final status in the life cycle of an Incident. |
| Incident Backlog |
Total number of open incidents that are pending resolution as of a specific point in time, such as the end of the working day. In a monthly report, you can use the Beginning and Ending Backlog to obtain the Incident Backlog as of the first and last day of the month, respectively. By default, this metric includes all Incidents not yet resolved or closed as of the last Data Refresh. Note: The metric cannot be summarized across time because it is a snapshot metric. |
Related concepts
Assignment Groups by Incident Backlog
Assignee Backlog Monthly Summary
Incident Backlog Trend Analysis dashboard
Related references
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