# Calculating monthly % of support tickets breaching priority-based SLAs

**URL:** <https://community.eazybi.com/t/calculating-monthly-of-support-tickets-breaching-priority-based-slas/12797>\
**Category:** Questions & Answers\
**Created:** [May 31, 2023, 3:07pm UTC](https://community.eazybi.com/t/calculating-monthly-of-support-tickets-breaching-priority-based-slas/12797 "2023-05-31T15:07:08Z")\
**Posts on this page:** 1\
**Showing post:** 2

<div class="post-metadata">

**Author:** ![zane.baranovska](https://community.eazybi.com/user_avatar/community.eazybi.com/zane.baranovska/32/7209_2.png) [@zane.baranovska](https://community.eazybi.com/u/zane.baranovska)\
**Post date:** [July 20, 2023, 9:08am UTC](https://community.eazybi.com/t/calculating-monthly-of-support-tickets-breaching-priority-based-slas/12797/2 "2023-07-20T09:08:51Z")

</div>

Hi @Mollie,

First, You might want to count how many issues were **resolved within the priority-base SLA** in each period. Create a **calculated measure** (in Measures) to check on each resolved issue and compare issue resolution time to the SLA target for priority.

```auto
Sum(
  --set of issues resolved in period
  Filter(
    --iterate through individual issues and check the resolution date
    DescendantsSet([Issue].CurrentMember,[Issue].[Issue]),
    DateInPeriod(
      [Issue].CurrentMember.Get('Resolved at'),
      [Time].CurrentHierarchyMember
    )
  ),
  --numeric expression to compare resolution time with target
  CASE WHEN   
    --write the condition for each priority
    ([Measures].[Issue priority] = "1-Critical" AND 
    [Measures].[Total resolution days] < 0.125) --3h is 0.125 of the whole day
    OR
    ([Measures].[Issue priority] = "2-High" AND 
    [Measures].[Total resolution days] < 3)
    OR
    ([Measures].[Issue priority] = "3-Medium" AND 
    [Measures].[Total resolution days] < 5)
    THEN 1
  END
)

```

Now you can use this measure for further calculations. For example, using subtraction of the measure “Issues resolved” and the newly calculated measure to get how many issues were resolved outside of the set time box. Or divide the newly calculated measure by “Issue created” or"issue resolved" to get the percentage of success in a period.

More details on calcauted measures and how to perform arithmetical operations to get percentages are here: [Calculated measures](https://docs.eazybi.com/eazybi/analyze-and-visualize/calculated-measures-and-members/calculated-measures).

When calculations are created, use **conditional cell formatting** to highlight the good and bad results. See this community post for several use cases examples:

> [@Measure formatting (markdown and custom)](https://community.eazybi.com/t/measure-formatting-markdown-and-custom/5157):
>
> In this article, I will show a few tips and tricks on how it is possible to format the measures. In eazyBI, there are two interesting ways on how to [format measures](https://docs.eazybi.com/eazybi/analyze-and-visualize/calculated-measures-and-members/calculated-measures#Calculatedmeasures-Formatting) to get a different appearance. First is our newest formatting option, Text-\>Markdown (available on Cloud and starting from the eazyBI version 6.1), and second is a Custom format with which you can change the formatting of the measure. Markdown You can use [Markdown](http://en.wikipedia.org/wiki/Markdown) formatting to show a rich text (bold, italic) or…

Best.  
Zane / [support@eazyBI.com](mailto:support@eazyBI.com)

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