On May 29, 2025, we’re launching a new Backlog ticket type that helps manage non-standard service requests (SRs) that grow beyond typical service-level agreements (SLAs) into complex work, projects, or components of larger initiatives.
Some service requests evolve into complex or undefined tasks that resemble projects more than service requests. These tickets don’t align with our SLAs and can distort performance reporting. Using Backlog tickets, we can separate these requests from regular service work and preserve SLA accuracy.
- Backlog tickets can hold tasks and support multi-agent collaboration.
- Tickets may sit in backlog for future review, be actively worked on, or added to a Notice of Intent (NOI) as part of IPPM project planning.
When to use Backlog?
Convert SRs to Backlog tickets when:
- An SR grows beyond a repeatable, known effort.
- The request requires effort well beyond its SLA, business-owner consultation, or significant resource planning.
- The ticket will become part of a larger project.
Training & Resources
Convert, don’t create. Never create a backlog ticket directly. Instead, convert existing Service Requests to Backlog tickets.