ServiceDesk Plus Dashboard - Requests inflow by time - Showing 'Closed/Resolved' Requests in 'Backlog'

ServiceDesk Plus Dashboard - Requests inflow by time - Showing 'Closed/Resolved' Requests in 'Backlog'

As I understand it from this post a few years ago, requests should only show in the Backlog status if they are 'NOT' in a closed status 'AND' have exceeded the SLA timeframe.  Original post

In build 14.3 Build 14303, my Dashboard report for 'Requests inflow by time' shows thousands of closed requests from years past under the type 'Backlog'. Though some have violated the SLA timeframe most have not and all are either in a 'Closed' or 'Resolved' status.

As I understand from the post linked above, none of these requests should be showing as they are all in a closed/resolved status. 

Can anyone explain why we are getting erroneous data or tell us if there has been a change to what qualifies as 'backlogged'? Do we need to open a support ticket for this or am I just missing something in these tickets that makes them still show as Backlogged? 




                  New to ADSelfService Plus?