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Determining our incident backlog
Answer ID 2101   |   Last Review Date 04/03/2019

How do I tell what our incident backlog is?

Environment:

Analytics, Incidents, Analyzing Incident Backlog
Oracle Service Cloud

Issue:

The Incident Trend Backlog report shows a number of incidents that seems way too high.

Resolution:

In the Oracle Service Cloud application, the incident backlog is considered to be the total number of non-solved incidents – that is, all incidents that are set to Unresolved or Waiting status types. Oracle Service Cloud includes standard reports that include the incident backlog:

Incident Trend: Back Log: This report is accessed from the standard reports using the path: Reports > Service folder > Incident Reports > Incident Trend > Backlog. 
 
Operations Dashboard: The Operations Dashboard includes graphs for the Incident Backlog and the Backlog: Last 30 Days reports. This report is accessed from the Analytics Console using the path: Reports > Service folder > Site Reports > Operations Dashboard folder > Operations Dashboard.


In the Incident Trend > Backlog report, the totals generated are as of midnight on the specified day. Therefore, the backlog number reported includes all incidents that are assigned to a status that is a Waiting status type in addition to incidents assigned to an Unresolved status type.

Note that the Incident Trend > Backlog report is a cached report. Data for a given day is not available until after midnight, when it is cached by the agedatabase utility. The data this report retrieves is stored in a database table. As a result, the statistics for a particular day is not affected by changes to incidents in the database, such as an incident being deleted.

Similarly, the Backlog: Last 30 Days graph in the Operations Dashboard report uses the same cached data as the Incident Trend: Backlog report.

However, within the Operations Dashboard report, the Backlog report is a real-time report where the data reported is determined directly from the incidents table. This report simply counts the total number of incidents that are set to an Unresolved or Waiting status type at the moment the report is run.

To view the actual backlog incidents: You can create a custom report or view that uses a filter on the incident status type so that only incidents with an Unresolved or Waiting status type are included in the search results.

If you wish, you can add additional filters based on staff group or other fields of interest.

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