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Using widgets to monitor aged cases
Using widgets to monitor aged cases

The Qty of Cases Summary widget can be configured to highlight the number of aged cases for an individual or team

Written by Raymond Carrel
Updated over a week ago

The Qty of Cases Summary widget is a flexible widget, with a range of purposes. Notably, it can be set up in a way that will show you how many open cases of a certain age are assigned to a user or team.

Configuring the widget

Note - If you are looking to share your widget with colleagues, you should set up this configuration from Settings - Widgets. Find the generic Qty of Cases Summary Widget and Duplicate. You can then configure this copy, and share it once it's ready.

Most importantly, the widget must be set to Aged mode. Do this by setting the Case Return Type to Aged.

Decide on what you would like to consider an aged case. In this example, we will consider all cases over 7 days old to be aged.

With Aged case return type chosen, any cases outside of the range we set will be considered aged cases.

Therefore, we set our Timespan Type and Initial Span to define a period of 7 days - e.g. 7 days, starting from today - 7 days.

We are now showing a count of cases created over 7 days ago. Of course, we want to see a count of open cases only. We can do this by filtering on Case Status:

We have filtered to only see non-closed statuses. With this, we now have an aged case widget, and we can look at other settings, and filtering and grouping options.

A note on timespans

Please remember that we use calendar periods in this configuration - for example, a 2 week span with a -2 week offset will only count cases created in the calendar week before that.

You may wish to define your timespan in days - e.g. 14 days instead of 2 weeks.


There are a number of configuration options for this widget. Users with the required role can click the cog icon on the widget to change these settings.

Title - Widget duplicates can be renamed to reflect their configuration and what information they are intended to display.

Display Items - Maximum number of lines shown for this widget. Please make sure this is high enough to include everything you need, or you may miss data and see incomplete totals.

Timespan Type - Choose between day / week / month / quarter / year. Please remember that these refer to calendar periods

Initial Offset - As mentioned above, we want the initial offset to be the start of the timespan, so this should match (e.g. 14 days timespan, -14 days offset).

Group Type - Determines how results will be grouped. You can either select Username or Team. The selection will be used for display only, as filtering can be done by either user or team, regardless of how results are grouped.


There are numerous options for filtering on the cases that will be counted:

  • Users - This refers to case owner.

  • Teams - This refers to any team that the case owner is part of - not any team assigned directly to the case.

  • Include / Exclude Internal - This is based on case category.

  • Case Categories

  • Case Sub-Categories

  • Priorities

  • Request Types

  • My View - This setting will override any user / team filters to show only values for the current user (viewer). This is useful if you are rolling a version of this widget out to team members.

Getting case details

To get a detailed of view of cases highlighted by the widget, use your My Open Cases work stack and filter on created date.

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