Thank you for the replies. Annoyingly I don't have the answers to those questions to hand right now...

I'm assuming from your further questions that in order for sql server to...

I've modified the schema slightly to incorporate your suggestions. What I'm struggling with now is how using this schema I'd deal with tickets that are currently in an open state...

Good point. I wasn't sure whether it was best to have many different dimension tables for the different queue attributes or a single one. On reflection I think you're right...

The tickets are entered into queues ie ( Hosting, Hardware, Software ) and these descriptions are I think subject to changes.

Thanks for the reply and the good luck 😉