Resolution SLA Adherence: Percentage of tickets resolved within SLA timeframe.
Formula
Resolution SLA Adherence = Tickets meeting resolution target / Total tickets × 100Computable definition
The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.
count_distinct(field.ticket_id where field.resolved_at <= field.resolution_due_at) / count_distinct(field.ticket_id)Unit: percent (the formula yields an unscaled ratio)
Data requirements
Grain: Per event · Frequency: Per ticket · Aggregation: event · Staged: no · Main source: Help Desk.
| Field | Dataset | Type |
|---|---|---|
created_at | ticket | timestamp |
resolution_due_at | ticket | timestamp |
resolved_at | ticket | timestamp |
ticket_id | ticket | string |
Example SQL (Postgres)
SELECT (CAST((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day') AND resolved_at <= resolution_due_at) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day')), 0)) AS resolution_sla_adherence From an agent: with the GASP MCP server, call
lookup_metric({ "name": "Resolution SLA Adherence" }) or generate_query({ "metric": "Resolution SLA Adherence", "adapter": "<your adapter JSON>" }).