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Request Management Platform Analytics Solutions › Request Management in a Service Management application › Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Open Requested Item State Monitor dashboard

Use this dashboard when you wish to dive into open requests for items divided by State: Pending, Work in Progress, or all Open requests.

Image omitted: open-req-item-state-monitor.png
Open Requested Item State Monitor reflecting requests in the Pending state

Indicators

  • Number of open requested items

    Records on the Requested Item [sc_req_item] table opened on or before today and not closed.

  • Number of open requested item not updated in last 30 days

    As Number of open requested items, but the Updated value is either empty or from more than 30 days ago.

  • Number of open requested item not updated in last 5 days

    As Number of open requested items, but the Updated value is either empty or from more than five days ago.

  • % of open requested items not updated in last 30 days

    Result of the formula ( [[Number of open requested items not updated in last 30 days]] / [[Number of open requested items]] ) * 100

  • % of open requested items not updated in last 5 days

    Result of the formula ( [[Number of open requested items not updated in last 5 days]] / [[Number of open requested items]] ) * 100

  • Average age of updated since of open requested items

    Result of the formula [[Summed age of updated since of open requested item]] / [[Number of open requested items]] / 24

  • Average age of open requested item

    The result in days of the formula [[Summed age of open requested item]] / [[Number of open requested items]] / 24

  • Average re-assignment of open requested items

    Result of the formula [[Summed re-assignment of open requested item]] / [[Number of open requested items]] / 24

Indicators not appearing in dashboard widgets but used in formulas:

  • Summed age of open requested item

    The aggregate sum of the RequestedItem.Age.Hours script. This script calculates the difference between the latest and the first time stamp for an open item request record.

  • Summed re-assignment of open requested item

    The aggregate sum of reassignment counts for open requested items

  • Summed age of updated since of open requested item

    The aggregate sum of the results of the script RequestedItem.UpdatedSince.Hours. This script calculates the difference between the latest time stamp of an open request and the last time stamp of an update to that request.

Breakdowns

  • Age
  • Assignment Group
  • Stage
  • State

Parent Topic:Request Management Platform Analytics Solutions