I run a report every Monday morning on the open incidents and add a column to calculate the age of the ticket and then create another column to put them in age buckets of <30, 30 to 90 days, 90 to 365 and over 365...we have multiple departments...some turnaround their tickets fast and others have projects that sit for months to be worked on. I then use pivot tables to create a table to send to them so show their backlog. I use the cutoff of the previous Friday at 5pm and also need to run a second report for anything they may have closed over the weekend that was in the backlog on Friday, but not in the open report on Monday so they can be added back in. I also delete any that were open on Monday that came in after the previous Friday at 5pm.
