Finding Resolution Rate (90d), Smartsheet (API)

Metrics type: Key Metrics • Category: Project Management

At a glance

The percentage of Vortex IQ findings created in the connected Smartsheet Findings sheet in the last 90 days that have moved to a closed-set Status value. Smartsheet is the spreadsheet-style PMO tool with strong cross-sheet reporting, resource management, and Gantt views. PMOs running this card use it as the audit-programme arm of broader portfolio reporting, the same number rolls up alongside resource utilisation, milestone health, and cross-workstream dependencies.


The formula	`resolved_in_window ÷ created_in_window`, where `resolved_in_window` counts rows in the connected Findings sheet with `Status` ∈ closed set (`Done`, `Won't Fix`, `Duplicate`, `Cancelled`) AND `Modified (Auto)` within the 90-day window; `created_in_window` counts rows with `Created (Auto)` within the same window.
API endpoints	Smartsheet REST `GET /sheets/{sheet_id}` returning all rows with their `Status` history, plus `GET /sheets/{sheet_id}/rows?modifiedSince=<90d_ago>` for incremental reads.
Window	Rolling 90 days, refreshed hourly. The headline number updates on every webhook for the live count; the rate calculation is hourly to smooth single-row volatility.
What “resolved” means	`Status` ∈ closed set (default `Done`, `Won't Fix`, `Duplicate`, `Cancelled`). Both Won’t Fix and Cancelled are treated as resolutions because the PMO has explicitly decided the row’s fate.
Closed-set configuration	Editable in Settings → Connectors → Smartsheet → Status mapping. PMOs sometimes add custom values like Approved, Deferred, or Out of Scope.
Sheet scope	One Smartsheet sheet per connected workspace, the Vortex IQ Findings sheet by name. PMOs running multiple workspaces connect each separately.
Sub-rows	Counted as the row hierarchy. A parent row with sub-rows is one row in the rate; a sub-row with its own `Status` value counts independently in both numerator and denominator.
Time zone	UTC for both `Created (Auto)` and `Modified (Auto)` system columns. The 90-day window aligns to UTC.
Alert trigger	`< 50%` raises a critical alert.
Sentiment thresholds	Gauge: green ≥ 75%, amber 50-74%, red < 50%.
Multi-workspace aggregation	Yes, computed on summed numerator and denominator. Per-workspace stack panel available.
Roles	owner, operations

Calculation

Calculated automatically from your Smartsheet (API) 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 US wholesale-and-DTC home goods brand on BigCommerce. Their PMO runs the entire portfolio in Smartsheet: marketing campaigns, supplier deliveries, vendor onboarding, audit-finding triage. The Vortex IQ Findings sheet is one of 14 sheets the PMO maintains; this card aggregates only its rows. Snapshot taken on 02 May 26 at 16:30 EDT.

Last 90 days (02 Feb 26 - 02 May 26)	Count
Findings created (rows in the Findings sheet, `Created (Auto)` in window)	76
Findings resolved (above set, AND `Status` ∈ {Done, Won’t Fix, Duplicate, Cancelled}, `Modified (Auto)` in window)	53
Of which: `Done`	38
Of which: `Won't Fix`	9
Of which: `Cancelled`	4
Of which: `Duplicate`	2
Findings still open	23

Resolution rate = 53 ÷ 76
                = 0.697
                = 69.7%, displayed as 70%

What the merchant should read into this:

70% sits in the amber band (50-74%). Above the alarm threshold but below the green target. PMO Smartsheet installations typically run between 65-80%, so 70% is platform-typical-healthy.
The cancellation breakdown (Won’t Fix + Cancelled + Duplicate = 15 of 53 resolutions, 28%) is informative. A PMO running close to 25-30% non-Done resolutions is operating its findings triage well, the team is explicitly closing items rather than letting them rot. A PMO running below 10% non-Done is over-fixing (closing items even when they don’t merit it); above 40% means the audit programme is over-finding for the team’s scope.
The PMO advantage is the same data feeds resource planning. The 23 still-open rows feed directly into the PMO’s resource-allocation Gantt view; the rate here predicts when the resource-planning analyst should expect the queue to clear. Smartsheet is the only PM tool we connect to where this multi-purpose use is native.
Pair this card with Avg Time-to-Fix AND the PMO’s milestone-health Smartsheet view. A 70% rate with 9-day time-to-fix is healthy. A 70% rate with 25-day time-to-fix means the team is closing the easy items and stalling on the harder ones, which on a PMO often correlates with cross-functional dependency stalls (vendor sign-off, legal review) rather than capacity.
Aim for 75% sustained. PMOs that hit 80%+ sustained typically have either (a) a dedicated audit-finding triage analyst on the resource plan, or (b) a tight Cancelled discipline that closes invalid findings within a week of creation. Both are no-cost moves for a PMO; both are unusual on engineering or marketing-led PM tools.

Sibling cards merchants should reference together

Card	Why pair it with Resolution Rate	What the combination tells you
VortexIQ Findings Open	Rate’s denominator-half.	Falling rate plus climbing open count = capacity bottleneck; falling rate plus flat open = audit programme finding less.
Abandoned Findings (>14d)	Rows that count in the denominator but never become numerators.	High abandoned + low rate = PMO triage rhythm broke; both numbers should respond to the same fix (a recurring weekly stale-row review).
Avg Time-to-Fix (days)	Cycle time inside this rate.	High rate + low time-to-fix = excellent. High rate + high time-to-fix = cross-functional dependency stalls (the PMO-typical pattern).
Tickets by Assignee	Where the resolutions are happening, by `Assigned To` Contact.	Concentrated resolution on one analyst is a single-point-of-failure risk to the rate.
Backlog by Priority	What’s open by `Priority` value.	Resolution rate on `High` items should run higher than on `Low`; if not, the PMO triage is mis-prioritised.
Throughput Weekly	Short-window throughput of all rows.	Strong overall throughput but low findings rate = audit work being deprioritised against other PMO workstreams.
Sprint Progress	Whether rows are entering the PMO’s planning cadence (typically biweekly or monthly).	Low planning-cycle progress + low rate = findings queued but never pulled into a PMO sprint.

Reconciling against the vendor’s own dashboard

Where to look in Smartsheet’s own UI:

smartsheet.com then open the Vortex IQ Findings sheet. Build a Smartsheet Report with these criteria:
Source sheets: [Vortex IQ Findings]
Filter:
  Status in (Done, Won't Fix, Duplicate, Cancelled)
  AND Modified (Auto) in last 90 days
Group: Status
Summary: Count of Primary Column
Build a second Report counting all rows with Created (Auto) in last 90 days. The ratio of the two Report totals is the resolution rate; pin both to a Smartsheet Dashboard with the Metric widget for a side-by-side glance.

Smartsheet does not have a single native “resolution rate” widget; the Report ratio is the closest direct match. Why our number may legitimately differ from a Smartsheet Report ratio:

Reason	Direction	Why
Closed-set configuration	Either	We use the configured closed-set values; if your Report filter uses a different set, the Report rate diverges.
Window definition	Either	Smartsheet’s “in last 90 days” rolls daily at midnight in your account-profile timezone; our window rolls hourly in UTC.
Re-created rows	Ours lower	If a row was closed, re-created, and closed again, a Smartsheet count tally would count both close events; we count once per `vortexiq_finding_id`.
Sub-row handling	Either	Smartsheet’s hierarchy means a Report can be configured to include or exclude sub-rows; our default is to count sub-rows with their own `Status` independently.
Sheet permissions	Same	Both we and the Report rely on the connector’s owner-level token; row-level permissions (Smartsheet’s row sharing) do not affect either.
Multi-workspace aggregation	Ours wider	Smartsheet Reports can pull from multiple sheets but typically scope to one workspace; we sum across all connected workspaces.

Cross-connector reconciliation. Smartsheet resolution rate vs operations-health peers:

Card	Expected relationship	What causes the divergence
`datadog.dd_health_score`	Independent. Datadog is server-side production health; Smartsheet rate is internal PMO operations.	A high Datadog Health Score with a low Smartsheet rate means production is fine but the PMO is falling behind on the work that prevents future regressions. The cause-and-effect lag is typically 4-12 weeks (longest of any PM tool we connect to, because PMO findings often require cross-functional sign-off before fix work can begin).
`newrelic.nr_apdex`	Same shape.	Same long lag.

Known limitations / merchant FAQs

My Smartsheet Report ratio shows 76% but Vortex IQ says 70%. Why? Six points of gap is normal. Most likely: closed-set configuration (we use the configured set; your Report may include or exclude Approved, Deferred, Out of Scope), or window-rolling timezone (UTC vs profile-timezone). Pin a per-workspace stack panel and the gap usually closes to 2-3 points. Does Won’t Fix count as resolved? Yes. The PMO chose to close the loop, that is the rate’s purpose. The Smartsheet-specific framing is that Won’t Fix and Cancelled together typically account for 20-30% of resolutions on a healthy PMO; we surface this as one number but the per-status breakdown is in the worked example above. Our PMO uses a custom Deferred status. How does it interact with this card? Depends on the closed-set mapping. Deferred on most PMOs means “not now, but not closed”, which we count as open by default. If your PMO convention is “Deferred = closed for this quarter, will re-create later”, map Deferred to closed in Settings → Connectors → Smartsheet → Status mapping. The card respects whichever convention the PMO configures. Our overall rate sits at 45%. Should I be concerned? Yes. Below 50% is the alarm threshold. On a PMO Smartsheet this often correlates with cross-functional dependency stalls rather than capacity problems; open this card alongside Findings Open, Abandoned Findings, and Avg Time-to-Fix. If time-to-fix is well above the platform-typical 9 days, the bottleneck is dependencies, not the team. We use multiple Smartsheet workspaces. Which workspace’s rate matters most? The lowest. Open the per-workspace stack panel; on multi-workspace PMOs the lowest-rate workspace is usually the one tied to a workstream that just had a leadership transition or an organisational re-prioritisation event. Throughput dropped this week, rate is still high. What’s happening? “Team closed everything easy and left the hard stuff.” Common PMO pattern, especially around quarterly close. Open Avg Time-to-Fix, if mean cycle time climbed alongside the throughput drop, the team has finished quick-wins and is working on heavier findings. Healthy phase, lasts 1-3 weeks on PMOs (sometimes longer because PMO findings tend to involve more cross-functional coordination). Today’s rate looks volatile. Why? At low resolution volumes the rate is sensitive: 5 resolutions out of 8 is 62.5% and one extra close moves it to 75%. The 90-day window makes daily volatility small but visible. PMO Smartsheet installations typically see end-of-week and end-of-month clustering because the PMO triage rhythm is calendar-driven. Multi-team reporting: how do I see resolution rate per workstream within one workspace? Smartsheet’s natural unit is the sheet; per-workstream rate maps cleanly to per-sheet rate. The connector currently reads one Findings sheet per workspace, but PMOs running cross-sheet reporting can build the per-workstream rate via Smartsheet Reports for now. The per-sheet stack panel in Vortex IQ is on the roadmap. Is Smartsheet the right tool for tracking this metric? For PMOs that need the same data to feed audit-finding triage AND resource allocation AND milestone reporting AND cross-sheet rollups, yes. The integrated Smartsheet feature set is uniquely suited to this multi-purpose use. The cost is that Smartsheet is overkill for engineering-only or marketing-only teams: Linear, Asana, ClickUp, Monday, Teamwork, and Basecamp all offer focused experiences for those audiences. Smartsheet’s strength here is the PMO’s portfolio overview, this card sits naturally next to resource-utilisation and milestone-health cards on the same dashboard. Resolution rate climbed but I don’t think the team did anything different. What changed? Three usual causes. (1) Audit programme produced fewer findings (denominator shrank). Check Findings Open trend. (2) A bulk close (the PMO did a quarterly stale-row review). Check the sheet’s Activity Log. (3) The closed-set configuration was widened (a custom value was added to the closed set in connector settings); rows in that value count as resolved overnight. Check Settings → Connectors → Smartsheet → Status mapping for recent edits.

Tracked live in Vortex IQ Nerve Centre

Finding Resolution Rate (90d) is one of hundreds of KPI pulses Vortex IQ tracks across Smartsheet (API) and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. Start for free or book a demo to see this metric running on your own data.

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Finding Resolution Rate (90d), Smartsheet (API)

At a glance

Calculation

Worked example

Sibling cards merchants should reference together

Reconciling against the vendor’s own dashboard

Known limitations / merchant FAQs

Tracked live in Vortex IQ Nerve Centre

​At a glance

​Calculation

​Worked example

​Sibling cards merchants should reference together

​Reconciling against the vendor’s own dashboard

​Known limitations / merchant FAQs

​Tracked live in Vortex IQ Nerve Centre

At a glance

Calculation

Worked example

Sibling cards merchants should reference together

Reconciling against the vendor’s own dashboard

Known limitations / merchant FAQs

Tracked live in Vortex IQ Nerve Centre