This report provides a detailed breakdown of how do service calls and planned work look for the week? for managed service providers.
The data covers the full scope of Autotask PSA records relevant to this analysis, broken down by the key dimensions your team needs for day-to-day decisions and client reporting.
Who should use this: MSP operations teams and service delivery managers
How often: As needed for specific analysis or reporting requirements
EVALUATE
ROW(
"Service Calls Open", [Service Call Total - Open],
"Service Calls Overdue", [Service Call Total - Overdue],
"Service Call Tasks Overdue", [Service Call Tasks - Overdue],
"Service Call Tickets Overdue", [Service Call Tickets - Overdue]
)The 91.8% completion rate reflects a service operation that generally delivers on its commitments. The concern is the overdue count: 95 service calls that have passed their planned date. Some overlap with the 90 open calls (service calls can be both open and past their scheduled date), so the actual backlog is tighter than it might appear.
EVALUATE
SUMMARIZECOLUMNS(
'BI_Autotask_Service_Call_Tickets'[Service Call Status],
"Count", COUNTROWS('BI_Autotask_Service_Call_Tickets')
)
ORDER BY [Count] DESCCraig-Huynh and Martin Group tie at the top with 10 open service calls each. Given that Craig-Huynh is also the highest-volume service call client overall (159 completed), this open backlog is proportional but still worth monitoring. Martin Group, with 60 completed, shows a higher open-to-completed ratio and warrants a direct check on scheduling.
EVALUATE
TOPN(12,
FILTER(
SUMMARIZECOLUMNS(
'BI_Autotask_Service_Call_Tickets'[Service Call Status],
'BI_Autotask_Service_Call_Tickets'[Service Call Company Name],
"Count", COUNTROWS('BI_Autotask_Service_Call_Tickets')
),
'BI_Autotask_Service_Call_Tickets'[Service Call Status] = "New"
),
[Count], DESC
)| Client | Completed | Open Now | Open Rate |
|---|---|---|---|
| Craig-Huynh | 159 | 10 | 5.9% |
| Little Group | 154 | 4 | 2.5% |
| Richards, Bell and Christensen | 75 | 3 | 3.8% |
| Burke, Armstrong and Morgan | 73 | 4 | 5.2% |
| Martin Group | 60 | 10 | 14.3% |
| Hanson-Cunningham | 41 | 4 | 8.9% |
| Hahn Group | 38 | 0 | 0% |
| Lewis LLC | 32 | 6 | 15.8% |
| Thompson, Contreras and Rios | 31 | 2 | 6.1% |
| Martin-Gonzalez | 28 | 2 | 6.7% |
Lewis LLC (15.8%) and Martin Group (14.3%) stand out as clients where open service calls are high relative to their completed history. For both, scheduling a review to clear the backlog makes sense before new service calls are booked. Hahn Group, by contrast, shows a 0% open rate despite 38 completed calls — an efficient pattern worth noting.
EVALUATE
TOPN(20,
ADDCOLUMNS(
VALUES('BI_Autotask_Service_Call_Tickets'[Service Call Company Name]),
"Total", CALCULATE(COUNTROWS('BI_Autotask_Service_Call_Tickets')),
"Completed", CALCULATE(
COUNTROWS('BI_Autotask_Service_Call_Tickets'),
'BI_Autotask_Service_Call_Tickets'[Service Call Status] = "Complete"
),
"Open", CALCULATE(
COUNTROWS('BI_Autotask_Service_Call_Tickets'),
'BI_Autotask_Service_Call_Tickets'[Service Call Status] = "New"
)
),
[Total], DESC
)In Autotask, a service call is a scheduled block of time for planned work — often field visits or dedicated maintenance windows. Tickets are reactive requests that can be routed to any queue. Service calls link tickets and tasks to specific time slots and resources, making them easier to plan around capacity.
A service call goes overdue when its scheduled end date passes while it's still in "New" status. This happens when work is rescheduled without updating the service call end date, or when the engineer marks tasks complete but forgets to close the service call itself. Both are fixable workflow habits.
Yes. Join BI_Autotask_Service_Call_Ticket_Resources to the service call tickets table on service_call_ticket_id, then pull resource_id. You can then cross-reference against resource names to see individual engineer workload by service call.
Use the measure [Service Call Total - This Week] in a DAX query with a date context filter matching the current week. In the interactive Power BI dashboard, the "This Week" filter automatically scopes to the current calendar week — giving you a live planning view for your team.
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