Backlog of Incidents

Description

The Backlog of Incidents report breaks down non-closed incidents by time period, and then by assignment group. This report contains a graphical representation of the breakdown of all non-closed incidents using a pie chart. You can click any piece of the pie to display a detailed breakdown of that time period by assignment group. The backlog consists of all incidents assigned to a certain group that are not closed yet, for example, all open incidents for this week for the network support group.

Customer Value

This report provides information about the workload for an assignment group. A growing number of open backlog incidents for a group indicates that they are not able to handle the current workload which is a threat for the SLA target times. This information can be used by a group manager to make decisions about the resources needed for the Incident Management process.