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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

Legacy: Request Management - Request dashboard

Track the progress of new requests through the time they are worked on until they are closed.

Important:

Starting in Xanadu release, the Request Management Platform Analytics Solutions dashboards are deprecated. Users can use the Request dashboard to view the actionable data visualizations that help in improving the business processes and practices.

Image omitted: request-mgmt-requests.gif
Animated tour of the tabs of the Request Management - Requests dashboard

End user and roles

End user and goalRequired role
Request manager who needs to track the rate of progress of all requestssn\_request\_read, sn\_request\_writeTo see the 'Basic indicators' widget, the pa\_viewer role is necessary

Indicators

  • Number of open requests

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

  • Number of new requests

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

  • Number of closed requests

    Records on the Request [sc_req_item] table closed today.

  • Number of open requests 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.

  • Number of open requests 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.

  • Average age of open requests

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

  • Average close time of requests

    The result in days of the formula [[Summed duration of closed requests]] / [[Number of closed requests]] / 24

  • Requests backlog growth

    The result of the formula [[Number of new requests]] - [[Number of closed requests]]

Indicators not appearing in dashboard widgets but used in formulas:

  • Summed age of open requests

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

  • Summed duration of closed requests

    The aggregate sum of the Request.CloseTime.Hours script. This script calculates the difference between the time stamp when an item request is opened and the time stamp of when it is closed.

Breakdowns

  • Age
  • Assignment Group
  • Contact Type
  • Priority
  • State

Parent Topic:Request Management Platform Analytics Solutions