> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Finding Resolution Rate (90d), Smartsheet (API) > Finding Resolution Rate (90d) for Smartsheet (API) stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Key Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Project Management](/nerve-centre/connectors#connectors-by-type) ## 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 | ```text theme={null} Resolution rate = 53 ÷ 76 = 0.697 = 69.7%, displayed as 70% ``` **What the merchant should read into this:** 1. **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. 2. **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. 3. **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. 4. **Pair this card with [Avg Time-to-Fix](/nerve-centre/kpi-cards/smartsheet-api/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. 5. **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](/nerve-centre/kpi-cards/smartsheet-api/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)](/nerve-centre/kpi-cards/smartsheet-api/abandoned-findings) | 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)](/nerve-centre/kpi-cards/smartsheet-api/avg-time-to-fix) | 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](/nerve-centre/kpi-cards/smartsheet-api/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](/nerve-centre/kpi-cards/smartsheet-api/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](/nerve-centre/kpi-cards/smartsheet-api/tickets-resolved) | Short-window throughput of all rows. | Strong overall throughput but low findings rate = audit work being deprioritised against other PMO workstreams. | | [Sprint Progress](/nerve-centre/kpi-cards/smartsheet-api/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](https://www.smartsheet.com)** then open the *Vortex IQ Findings* sheet. Build a Smartsheet **Report** with these criteria: > > ```text theme={null} > 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`](/nerve-centre/kpi-cards/datadog/operational-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`](/nerve-centre/kpi-cards/newrelic/apdex-score) | Same shape. | Same long lag. |
Documentation cross-reference (for agencies running multiple PM tools) The same metric exists with the same definition across other PM tools we connect to. * [`asana.asa_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/asana/finding-resolution-rate) * [`basecamp.bas_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/basecamp/finding-resolution-rate) * [`clickup.cli_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/clickup/finding-resolution-rate) * [`linear.lin_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/linear/finding-resolution-rate) * [`monday.mon_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/monday/finding-resolution-rate) * [`teamwork.tea_vortexiq_finding_resolution_rate`](/nerve-centre/kpi-cards/teamwork/finding-resolution-rate)
## 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](/nerve-centre/kpi-cards/smartsheet-api/vortexiq-findings-open), [Abandoned Findings](/nerve-centre/kpi-cards/smartsheet-api/abandoned-findings), and [Avg Time-to-Fix](/nerve-centre/kpi-cards/smartsheet-api/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](/nerve-centre/kpi-cards/smartsheet-api/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](/nerve-centre/kpi-cards/smartsheet-api/vortexiq-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](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.