This report provides a detailed breakdown of open tickets by status 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: Service desk managers, dispatch leads, and operations teams
How often: Daily for queue management, weekly for trend analysis, monthly for capacity planning
With 169 "New" tickets sitting unassigned and 5 critical-priority items open, the service desk has two immediate tasks: assign the new tickets and verify the P1 items have active owners. The 116 waiting-on-customer tickets are passive — they just need a follow-up sweep.
EVALUATE
ROW(
"Open Tickets Total", [Open Tickets (Current)],
"Total Tickets", COUNTROWS('BI_Autotask_Tickets')
)
-- Open Tickets (Current) measure definition:
-- CALCULATE(COUNTROWS('BI_Autotask_Tickets'), ISBLANK('BI_Autotask_Tickets'[complete_date]))EVALUATE SUMMARIZECOLUMNS('BI_Autotask_Tickets'[status_name], "TicketCount", COUNTROWS('BI_Autotask_Tickets'))| Priority | Open Count | % of Queue | Action Required |
|---|---|---|---|
| P1 - Critical | 5 | 0.6% | Verify active owners now |
| P2 - High | 19 | 2.3% | Review SLA countdown |
| P3 - Medium | 90 | 10.7% | Normal queue management |
| P4 - Low | 556 | 65.9% | Bulk triage weekly |
| Service/Change Req. | 174 | 20.6% | Schedule in next sprint |
65.9% of the open queue is P4 (low priority). This is healthy — it means your critical work is being addressed and routine tasks are queuing up normally. The 5 P1 tickets and 19 P2 tickets are the ones that need active tracking today.
EVALUATE
SUMMARIZECOLUMNS(
'BI_Autotask_Tickets'[priority_name],
"Open Count", CALCULATE([Open Tickets (Current)])
)
ORDER BY [Open Count] DESCP1 tickets represent active outages or security incidents. With 5 open right now, each one needs a named owner and an ETA. If any of these are past their SLA window, they should be escalated before the next team check-in.
A "New" status ticket is one that exists in the queue but has no owner and no work started. At 20% of the open queue, this is worth a triage sweep. Many of these may be auto-created via email-to-ticket integration and need a human to review and assign them.
These tickets are in a passive state — the ball is in the client's court. A weekly auto-follow-up rule in Autotask can nudge clients and move these tickets forward without requiring manual action from your team.
Any ticket in BI_Autotask_Tickets where complete_date is null. This matches tickets that haven't been marked as complete in Autotask, regardless of status. Tickets in statuses like "Waiting Customer" are still open until closed.
The live dashboard for this report includes a company filter. Select a client to see their open tickets broken down by status and priority. This is useful for client QBRs or when a client calls in about their backlog.
The Power BI dataset syncs with Autotask on a configurable schedule, typically every 15-30 minutes. The report reflects the state of the data at the time of the last sync. For truly real-time tracking, use the live dashboard which auto-refreshes.
Each status represents a workflow stage in Autotask. "New" means just created. "Assigned" means assigned but not started. "In Progress" means work is underway. "Waiting Customer" and "Customer Responded" track communication loops. "Waiting Third Party" captures vendor dependencies.
Yes — Power BI supports data alerts on dashboard tiles. Set a threshold on your open ticket KPI tile and Power BI will send an email when the count exceeds it. This works for total open tickets or per-priority counts.
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