When “open” does not mean waiting
Status labels that mix work-in-progress with true queue time distort every infrastructure request chart.
Infrastructure request analytics collapse when ‘open’ covers everything from unassigned tickets to change windows already booked. Leadership then sees a backlog that feels larger than the waiting queue your fulfilers actually feel.
Separate states for intake, ready-to-work, blocked on requestor, in fulfilment, and pending close. Put platform or channel in a property, not the status name, so portal and email asks stay comparable.
In Request Volume Baseline work we spend the first day on status inventory alone, because until synonyms are visible every later fix guesses at the wrong root.