Backlog

Overview

The Backlog page offers a quick, efficient view of all Incidents, Service Requests, Tasks, and Tickets, allowing support agents to prioritize and address them in a timely manner:

The Backlog shows the following information for the displayed items:

• Ticket ID 
• Summary
• Priority
• Status
• User
• Responsible Role
• Created
• Process Until
• Queue
• category
• Activity

This layout gives the agent a clear, organized view of the current workload, empowering them to address the most urgent tickets first while keeping track of ongoing tasks across different categories and creating new items from a single page:

The Backlog page is pre-filtered by default and shows all Incidents, Service Requests, Tasks, and Tickets not in status Closed, and the current logged-in user is assigned as an Owner, Responsible, or is a member of the Responsible Role.

Click on the  Show Filters icon in the header of the grip to see other filter options:

By default, the following filter options are listed:

• Assigned To Me
• Close to Escalation
• Closed 60 to 30 days before
• Closed during last 30 days
• Closed or Resolved
• Closed this month
• Due Today
• Escalated OLS
• Escalated SLA
• High Priority
• No progress (since ESM v.12.1.3): show activities without progress. For more details, see also Service Desk → Global System Settings → Notifications ( Notify Responsible about Activities without progress setting and related properties).
• On Hold
• Open
• Overdue
• Reopened
• Report this month
• Reported during last 30 days
• Unassigned
• My
  • Open (all) filter is applied by default
    • Matching Skills
    • Paused
    • High Priority
  • Closed