A request is overdue. What now

An overdue request is a compliance matter rather than a workload one, so deal with it before the rest of the queue. This article covers what to check and in what order.

How to find and triage overdue work

1. Go to Requests.

2. Click Filters and set SLA to overdue. Or click the Overdue tile on your dashboard, which does the same thing.

3. Open the oldest one first.

4. Read SLA Details in the right rail to see which of the two clocks has expired.

Work out which deadline you have missed

Two clocks run on every request and they expire independently.

If first response has expired, the fastest fix is to respond. Acknowledging the request or asking a clarifying question satisfies it, and you can do that immediately even if the records are weeks away.

If resolution has expired, responding does not fix it. You need to release what you have, or refuse with a reason.

Then check whether the clock should be running at all

If you are waiting on the requester for something you cannot proceed without, the request should be in a status that pauses the clock. In the starter configuration those are Awaiting Requester Response and Awaiting Payment.

Moving it there now does not undo the time already lost, but it stops the request accruing more against a delay that is not yours.

Do not close it to clear the number

Closing a request you have not answered removes it from the overdue count and leaves the underlying problem in the record permanently. Reopening it later does not erase that: the audit log keeps the close, and the reopen, and the gap between them.

The audit log will show a request closed without a response. That reads far worse later than an overdue request that was eventually answered.

If it is overdue because nobody owned it

Unassigned requests are the most common source of overdue work, because nothing surfaces them into a person's queue. Check the Unassigned tile on your dashboard daily.