Overdue ticket report

The Overdue Ticket Report in the ITM Tool helps administrators and service desk managers identify tickets that have exceeded their defined SLA/TAT or due date. It provides visibility into pending and delayed tickets so that corrective action can be taken promptly.

Identify tickets that have exceeded their SLA or expected resolution time. Monitor delayed tickets across technicians, departments, and priorities. Track SLA compliance and service desk performance. Support escalation and timely resolution of pending tickets.

1.Department

Filter tickets based on the department associated with the ticket.

2.Problem Category

Filter tickets based on the selected problem category.

3.Sub Category

Further narrow the results based on the selected sub-category.

4.Status

Filter tickets according to their current status.

5.Created Via Filter tickets based on the channel or method through which they were created.

6.Priority

Filter tickets based on priority level.

7.Ticket Handler

View tickets assigned to a specific ticket handler.

8.Ticket Type

Filter tickets based on the type of ticket.

9.Date

Select a predefined date-based filter where applicable.

10.Date Range

Specify a start and end date/time to retrieve tickets created within the selected period.

11.Creator/Logger

Filter tickets based on the user who created or logged the ticket.

12.Non Handler

Filter tickets that are not assigned to a specific handler.

13.Location

Filter tickets based on their associated location.