Tickets we created from audit findings that haven’t been resolved yet.
At a glance
The number of Teamwork tasks Vortex IQ created from audit findings that have not yet been marked complete. Teamwork is the agency-focused PM tool with built-in time tracking, billable-hours invoicing, and client management. The count answers how much audit work is still in flight across our project portfolio and pairs naturally with Teamwork’s billable-time view.
| What it counts | Teamwork tasks where the custom field vortex_iq_finding_id is set, AND status = 'new' or 'reopened', AND completed = false. Each task counts once. |
| API endpoint | GET /projects/api/v3/tasks.json?include=customfields,assignees&filter=vortexiqFindingIdSet&completedOnly=false&page=N from https://{site}.teamwork.com, paged via meta.page.hasMore. The connector polls every 60 seconds and listens to Teamwork’s webhook stream for task events. |
| Status filter | We exclude tasks where completed = true or status = 'completed'. Teamwork’s task model has a single completion boolean plus a status enum (new, reopened, completed); we treat both new and reopened as open. |
| Project scope | All Teamwork projects tagged vortex_iq_outbound in connector setup. Multi-client agencies typically connect each Teamwork installation (Teamwork Sites are billed per company; agencies usually have one Site for all client projects). |
| Subtasks | Counted independently if they have their own vortex_iq_finding_id. Teamwork’s task hierarchy supports parent → subtask → sub-subtask up to 5 levels; we read each level. |
| Time tracking | Independent of this card. A task with logged time still counts as open until completed = true. The time tracking module is one of Teamwork’s headline features, but it does not affect status. |
| Time window | RT. Refreshed within 60 seconds via webhook plus 60-second poll. |
| Alert trigger | > 20 open raises a warn-level alert. |
| Time zone | Teamwork stores created-on and updated-on as ISO-8601 in your account-profile timezone; the API surfaces both as UTC-aware. Vortex IQ aligns the RT window to UTC. |
| Multi-Site aggregation | Teamwork agencies sometimes run multiple Sites (e.g. one per region); we aggregate across connected Sites and surface a per-Site stack panel. |
| Roles | owner, operations |
Calculation
Calculated automatically from your Teamwork data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.Worked example
A UK ecommerce-focused agency running 6 retainer clients on Teamwork. Each client is a Teamwork project; audit findings for each client are routed into the project’s Vortex IQ Findings task list. Snapshot taken on 02 May 26 at 15:00 BST.| Teamwork project (client) | Open findings | Logged hours (last 7 days) |
|---|---|---|
| Client A (Shopify Plus DTC apparel) | 7 | 12.5 |
| Client B (Adobe Commerce homewares) | 5 | 8.0 |
| Client C (BigCommerce wellness) | 4 | 4.5 |
| Client D (Shopify food brand) | 3 | 6.0 |
| Client E (BigCommerce B2B) | 2 | 0 |
| Client F (Shopify electronics) | 1 | 1.5 |
| Total open | 22 | 32.5 |
- Just over warn. 22 open findings across 6 retainer clients is acceptable but trending upward. On Teamwork specifically, the more revealing read is the per-client distribution combined with logged hours, the agency’s real measure is whether billable time is matching the queue.
- Client A and Client B account for over half the queue and most of the logged hours. This is the right shape: bigger clients with more findings should have more billable time. If the distribution were inverted (small clients with most findings, big clients with most hours), it would signal the agency is under-prioritising billable-relevant work.
- Client E has 2 open and zero logged hours this week. This is the leading indicator of a client-relationship issue. Either the client put the work on hold and the agency has not reflected it (close as Won’t Do), or the agency missed the work and the client is about to notice. Either way, schedule a check-in.
- Pair this card with Avg Time-to-Fix AND Teamwork’s billable-hours report. The unique value of Teamwork is that billable hours and task progress live in one tool; this card surfaces the queue, billable hours show the work-actually-being-done.
- The 22 open across 6 clients works out to ~3.7 per client. On retainer relationships this is the steady-state band; sustained values above 5 per client mean the team is not closing fast enough for the retainer commitment, which becomes a margin problem.
Sibling cards merchants should reference together
On Teamwork specifically, open count pairs naturally with billable-hours. Read it next to:| Card | Why it matters next to Findings Open | What the combination tells you |
|---|---|---|
| Abandoned Findings (>14d no movement) | Detects when a client’s queue has been parked. | Open growing AND abandoned growing equals capacity OR a client that paused; check the per-project breakdown. |
| Finding Resolution Rate (90d) | The agency’s batting average per client. | Resolution above 75% with open climbing equals over-finding by audit; below 50% is a delivery problem the client will notice. |
| Avg Time-to-Fix (days) | Cycle time for findings. | Open up + time-to-fix up = stretched team. |
| Tickets by Assignee | Where the queue concentrates by team member. | On agencies, this card surfaces who is over-allocated across clients. |
| Sprint Progress | Whether findings are entering the agency’s sprint cadence (most agencies on Teamwork run weekly or biweekly). | Findings that never enter a sprint go abandoned. |
| Throughput Weekly | All-task completion rate, not just findings. | Strong overall throughput with stagnant findings means audit work is being deprioritised against client features. |
Reconciling against the vendor’s own dashboard
Where to look in Teamwork’s own UI:teamwork.com then for each connected project open Tasks in the left navigation, locate the Vortex IQ Findings task list, and click Filter. AddWhy our number may legitimately differ from a Teamwork filtered view:Status → Active(i.e. not completed) andCustom field: vortex_iq_finding_id → has any value. Save the view via Save filter for the team. For agency-level rollup across projects, Teamwork’s Reports module has a Tasks Overview report that supports the same filter shape across multiple projects. Pin a saved report to your dashboard for the daily glance.
| Reason | Direction | Why |
|---|---|---|
| Time zone | Boundary day off | Teamwork’s UI uses your account-profile timezone for “this week” filters; we align rolling windows to UTC. |
| Subtask handling | Either | We count subtasks with their own vortex_iq_finding_id independently; Teamwork’s filtered view may collapse them under parents depending on the view setting. |
| Custom-field deletion | Ours lower | If a teammate cleared the vortex_iq_finding_id custom field on a task, the task drops from our count even though it still exists in Teamwork. |
| Multi-Site aggregation | Ours wider | Teamwork’s UI scopes to one Site at a time; we sum across all connected Sites. |
| Webhook delay vs polling | Ours up to 60s stale | Webhook + 60-second poll. |
| Project-level archive | Ours lower | Archived projects return no tasks via the API, matching Teamwork’s default Active project filter. Teamwork users sometimes browse archived projects directly in the UI. |
| Card | Expected relationship | What causes the divergence |
|---|---|---|
datadog.dd_incidents_active | Independent. Most Teamwork merchants are agencies running multiple client engagements; live Datadog incidents are usually on one client’s production stack. | The compound signal “Datadog incident on Client X plus rising Teamwork open count for Client X’s project” means the agency engineering capacity is being pulled by the incident; client billing for the period should reflect this transparently. |
newrelic.nr_open_incidents | Same shape. | Same. |
Known limitations / merchant FAQs
My Teamwork project view shows 7 open but Vortex IQ says 22. Which is right? Both. The 22 is summed across all your connected Teamwork projects (typically all your retainer clients). The 7 is one project. Pin a per-project stack panel here in Vortex IQ to see them broken out, the per-project numbers should match the project-level views in Teamwork closely. Time tracking and billable hours, do they affect this card? No. A task can have many hours logged against it but still count as open untilcompleted = true. This is intentional, time tracking is the value Teamwork adds for billing; task completion is the audit-programme close signal. The two are independent on purpose.
Subtasks, do they count?
Yes, independently if they have their own vortex_iq_finding_id custom field. Teamwork supports up to 5 levels of nesting; we read each level. Most findings live as parent tasks; subtask findings appear only when a teammate explicitly creates them.
A finding shipped but the task is still open. Do we need to close it?
Yes. Click Mark as complete on the task (or the keyboard shortcut after selecting). Teamwork’s project history will retain the time-tracking trail regardless of the close.
Open count dropped suddenly. What changed?
Three usual causes. (1) A bulk close (Teamwork’s Activity feed for the project will show this). (2) A project was archived, which makes its tasks invisible to the API; agencies sometimes archive a project at engagement end without re-mapping the connector. (3) The connector mapping was changed in Settings → Connectors → Teamwork (e.g. a project was unassigned from vortex_iq_outbound).
We use Teamwork Spaces (the docs/wiki module). How does it interact?
It does not. Vortex IQ writes to Tasks, not Spaces. Spaces are independent of this card.
Today’s count looks volatile. Why?
At low volumes a single completion moves the count noticeably. The 30-day average shown beneath the headline is the steadier read. Agency-style Teamwork installations typically see end-of-week clustering of completions because billable-time approval drives the close cadence.
Multi-Site agencies: how do I see this card per Site?
Each connected Teamwork Site has its own stack panel. Many agencies run a single Site for all client work; some run regional Sites (e.g. EU-Site and US-Site for data-residency reasons). Both shapes work.
Is Teamwork the right PM tool for our context?
Teamwork shines for agencies and consultancies running multiple retainer clients with billable-hours-driven margins. The integrated time tracking, invoicing, and client-portal features are uniquely valuable in that context. The cost is that Teamwork is opinionated against non-billable internal product teams, an in-house ecommerce ops team typically finds Asana, ClickUp, or Monday more natural. Linear is the closest match for engineering-only teams; Smartsheet is closer for spreadsheet-style PMOs; Basecamp is closer for small calm-process teams. Teamwork’s strength here is that this card lives next to billable-hours and resource-utilisation cards in the same dashboard, which is the agency-margin conversation in one screen.
My agency uses Teamwork for clients and Linear for our internal product. Will Vortex IQ duplicate?
No. Each finding routes to one PM tool based on the connector setup’s outbound priority. Client findings route to Teamwork; internal product findings route to Linear. Configurable in Settings → Connectors → Routing.