Resolution Time (Time to Resolution)

Resolution Time (Time to Resolution): Time from ticket creation to final resolution.

Formula

Resolution Time = Median of (Resolution timestamp - Ticket created timestamp)

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

(median(field.resolved_at - field.created_at)) * 24

Unit: hours

Breakdowns

by_ticket_type: one row per ticket_type value

Notes: Computed over resolved tickets. by_ticket_type returns one row per ticket type, since a bug waits on engineering and a how-to question does not.

Data requirements

Grain: Per event · Frequency: Per ticket · Aggregation: event · Staged: no · Main source: Help Desk.

Field	Dataset	Type
`created_at`	ticket	timestamp
`resolved_at`	ticket	timestamp

Example SQL (Postgres)

SELECT ((SELECT PERCENTILE_CONT(0.5) WITHIN GROUP (ORDER BY (EXTRACT(EPOCH FROM (resolved_at - created_at)) / 86400.0)) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day')) * 24) AS resolution_time_time_to_resolution

From an agent: with the GASP MCP server, call lookup_metric({ "name": "Resolution Time (Time to Resolution)" }) or generate_query({ "metric": "Resolution Time (Time to Resolution)", "adapter": "<your adapter JSON>" }).

Benchmarks

Simple issues: < 4 hours
Moderate issues: < 24 hours
Complex issues: < 72 hours

What It Tells You

How quickly problems are actually solved.

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