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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 Requests State Monitor dashboard

Use this dashboard when you wish to dive into open requests divided by State: Pending Approval or Approved.

Image omitted: open-req-state-monitor.png
Open Requests State Monitor dashboard

Indicators

  • Number of open requests

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

  • Number of open request not updated in last 30 days

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

  • Number of open request not updated in last 5 days

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

  • % of open requests not updated in last 30 days

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

  • % of open requests not updated in last 5 days

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

  • Average age of updated since of open requests

    Result of the formula [[Summed age of updated since of open request]] / [[Number of open requests]] / 24

  • Average age of open requests

    The result in days of the formula [[Summed age of open request]] / [[Number of open requests]] / 24

  • Average re-assignment of open requests

    Result of the formula [[Summed re-assignment of open request]] / [[Number of open requests]] / 24

Indicators not appearing in dashboard widgets but used in formulas:

  • Summed age of open requests

    The aggregate sum of the Requests.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 requests

    The aggregate sum of reassignment counts for open requests

  • Summed age of updated since of open requests

    The aggregate sum of the results of the script Requests.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
  • Priority
  • State

Parent Topic:Request Management Platform Analytics Solutions