When generating a report for a queue, the 'Opened' result only accounts for tickets that were opened during that span. Not for tickets that were open before the start of the span (a/k/a: Backlog). This makes it look like when you query for JPMorgan's 'Open' tickets from August 1st 2008 to August 4th 2008 that there are:
3 open tickets
592 closed tickets
I think the 'open' statement should probably be something like a UNION of Backlog tickets and the tickets that were open during the span in question:
and the 'Closed' statement should just limit the 'closed' period to the time in question... (instead of looking at when the ticket was opened in the queue)
Closing due to GSS's decommissioning of I-T.