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 Age Monitor dashboard

Use this dashboard when you wish to dive into open requests divided by Age.

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Open request age monitor showing the 0-1 day bucket

Indicators

Number of open requests

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

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 request

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 request

The aggregate sum of reassignment counts for open requests
Summed age of updated since of open request

The aggregate sum of the results of the script Requests.UpdatedSince.Hours. This script calculates the difference between the last update of an open request (sys_updated_on) and the last second of yesterday (score_end) and returns negative value if sys_updated_on is after score_end.