This report provides a detailed breakdown of overdue ticket report: every open ticket has missed its deadline 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
Tickets - Overdue measure automatically filters to due_datetime < NOW(), giving you a live, accurate count.EVALUATE ROW("TotalTickets", COUNTROWS('BI_Autotask_Tickets'), "OpenTickets", CALCULATE(COUNTROWS('BI_Autotask_Tickets'), 'BI_Autotask_Tickets'[status_name] <> "Complete"), "OverdueResolution", CALCULATE(COUNTROWS('BI_Autotask_Tickets'), 'BI_Autotask_Tickets'[resolved_due_age_days] > 0), "OverdueFirstResponse", CALCULATE(COUNTROWS('BI_Autotask_Tickets'), 'BI_Autotask_Tickets'[first_response_due_age_days] > 0))EVALUATE
SUMMARIZECOLUMNS(
'BI_Autotask_Tickets'[due_date_age_category],
FILTER(
ALL('BI_Autotask_Tickets'),
ISBLANK('BI_Autotask_Tickets'[complete_datetime]) &&
NOT(ISBLANK('BI_Autotask_Tickets'[due_datetime]))
),
"Count", COUNTROWS('BI_Autotask_Tickets')
)
ORDER BY 'BI_Autotask_Tickets'[due_date_age_category] ASC| Priority | Overdue Count | % of Total | SLA Breach Severity |
|---|---|---|---|
| P1 — Critical | 5 | 0.6% | Escalate now |
| P2 — High | 19 | 2.3% | Review today |
| P3 — Medium | 90 | 10.7% | This week |
| P4 — Low | 556 | 65.9% | Batch triage |
| Service / Change | 174 | 20.6% | Schedule review |
EVALUATE
SUMMARIZECOLUMNS(
'BI_Autotask_Tickets'[priority_name],
FILTER(
ALL('BI_Autotask_Tickets'),
'BI_Autotask_Tickets'[due_datetime] < NOW() &&
NOT(ISBLANK('BI_Autotask_Tickets'[due_datetime])) &&
ISBLANK('BI_Autotask_Tickets'[complete_datetime])
),
"Overdue Count", COUNTROWS('BI_Autotask_Tickets')
)
ORDER BY [Overdue Count] DESCThese are your most severe SLA breaches. Assign an owner, contact the customer directly, and document what resolution looks like. P1 overdue tickets should never be resolved in a batch session — each needs individual attention and a proactive customer communication today.
These 19 tickets are high-priority and past their promised deadline. Pull them into your service manager’s dashboard, assign specific technicians, and set a new realistic due date. If they’re blocked on a third party, update the status so the customer knows the current state.
Ninety medium-priority tickets past their due date is a significant backlog. Dedicate one triage session to classify each as: still-valid and re-dated, resolved and ready to close, or stale and safe to close. Aim to reduce this bucket by 50% in one session.
The bulk of overdue tickets are low-priority or service requests. Many of these can be closed in a single bulk operation once assessed. Build a filter in Power BI to show only P4/SVC tickets older than 60 days and review them in a weekly 30-minute session until the number is manageable.
The SLA Met vs Unmet report measures first response and resolution SLA compliance across all tickets (including completed ones). This overdue report focuses only on currently open tickets that have missed their due date. The two reports work together: SLA compliance shows your historical performance, while this overdue dashboard shows your current obligations that need attention now.
Yes. In Autotask, you can set up workflow rules that trigger notifications when due_datetime passes without completion. In Power BI, you can configure data-driven alerts on a dashboard tile showing the Tickets - Overdue measure, so your service manager gets a notification whenever the count exceeds a threshold you define.
It depends on the ticket state. If the work is still genuinely needed and in progress, update the due date to a realistic new date and notify the customer. If the issue has been resolved informally but never closed in the system, close it now and log the actual resolution. If the request is outdated or the customer has moved on, close it with a note. Never extend due dates mechanically just to clear the overdue count.
With Proxuma’s Power BI integration, the overdue ticket count updates automatically with each dataset refresh. Depending on your plan, this can be as frequent as every 15 minutes. The Tickets - Overdue measure uses NOW(), so the count updates in real time on any live-connected dashboard — without needing a full dataset refresh.
Connect Proxuma Power BI to your PSA, RMM, and M365 environment, use an MCP-compatible AI to ask questions, and generate custom reports - in minutes, not days.
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