Policy of ticketing sla.
Ticketing_SLAPolicy is represented as simple flat JSON objects with the following keys:
Name | Type | Description |
---|---|---|
id |
guid | Id of the SLA Policy. |
isEnabled |
bool | Whether SLA Policy is enabled or not. |
order |
integer | Order of the SLA Policy. |
firstResponse |
integer | First response time of the SLA Policy. |
nextResponse |
integer | Next response time of the SLA Policy. |
resolution |
integer | Resolution time of the SLA Policy. |
operationalHours |
string | Operating hours refer to the working hours of your company. Allowed values are "CalendarHour", "BusinessHour". |
conditionMetType |
string | How conditions are matched. Allowed values are "any", "all", "logicalExpression". |
logicalExpression |
string | Logical expression to match the conditions i.e., (1 or 2 or 3) and (4 and 5). |
name |
string | Name of the SLA Policy. |
lastUpdatedTime |
timestamp | |
slaPolicyConditions |
slaPolicyConditions[] | Reference to SLA Policy Condition. |
SLA Policy Condition JSON Format:
Name | Type | Description |
---|---|---|
id |
guid | Id of the SLA Policy condition. |
slaPolicyId |
guid | Id of the SLA Policy which the condition belongs to. |
fieldName |
string | Name of the ticketing field you want to set value for. |
operator |
string | How value for this condition field is matched. Allowed values are "contains", "notContains", "is", "isNot", "isMoreThan", "isLessThan", "before", "after", "regularExpression", "isOneOf", "isNotIn". |
value |
string | Value of the condition field. |
order |
integer | Order of the condition. |
GET ticketing/slaPolicies
Name | Type | In | Required | Description |
---|---|---|---|---|
include |
string | query | no | Allowed value is "slaPolicyCondition". |
An array of Ticketing_SLAPolicy
Sample Request:
Response:
HTTP/1.1 200 OK
GET ticketing/slaPolicies/{id}
Name | Type | In | Required | Description |
---|---|---|---|---|
include |
string | query | no | Allowed value is "slaPolicyCondition". |
Sample Request:
Response:
HTTP/1.1 200 OK
POST ticketing/slaPolicies
Name | Type | In | Required | Description |
---|---|---|---|---|
isEnabled |
bool | body | yes | Whether SLA Policy is enabled or not. |
order |
integer | body | no | Order of the SLA Policy. |
firstResponse |
integer | body | yes | First response time of the SLA Policy. |
nextResponse |
integer | body | yes | Next response time of the SLA Policy. |
resolution |
integer | body | yes | Resolution time of the SLA Policy. |
operationalHours |
string | body | yes | Operating hours refer to the working hours of your company. Allowed values are "CalendarHour", "BusinessHour". |
conditionMetType |
string | body | yes | How conditions are matched. Allowed values are "any", "all", "logicalExpression". |
logicalExpression |
string | body | no | Logical expression to match the conditions i.e., (1 or 2 or 3) and (4 and 5). |
name |
string | body | yes | Name of the SLA Policy. |
slaPolicyConditions |
slaPolicyConditions[] | body | no | Condition of Sla policy. |
Sample Request:
Response:
HTTP/1.1 201 Created
POST ticketing/slaPolicies/{id}:disable
Sample Request:
Response:
HTTP/1.1 200 OK
POST ticketing/slaPolicies/{id}:enable
Sample Request:
Response:
HTTP/1.1 200 OK
PUT ticketing/slaPolicies/{id}
Name | Type | In | Required | Description |
---|---|---|---|---|
isEnabled |
bool | body | yes | Whether SLA Policy is enabled or not. |
order |
integer | body | no | Order of the SLA Policy. |
firstResponse |
integer | body | yes | First response time of the SLA Policy. |
nextResponse |
integer | body | yes | Next response time of the SLA Policy. |
resolution |
integer | body | yes | Resolution time of the SLA Policy. |
operationalHours |
string | body | yes | Operating hours refer to the working hours of your company. Allowed values are "CalendarHour", "BusinessHour". |
conditionMetType |
string | body | yes | How conditions are matched. Allowed values are "any", "all", "logicalExpression". |
logicalExpression |
string | body | no | Logical expression to match the conditions i.e., (1 or 2 or 3) and (4 and 5). |
name |
string | body | yes | Name of the SLA Policy. |
createdTime |
timestamp | body | no | |
slaPolicyConditions |
slaPolicyConditions[] | body | no | Condition of Sla policy. |
Sample Request:
Response:
HTTP/1.1 200 OK
DELETE ticketing/slaPolicies/{id}
No Content
Sample Request:
Response:
HTTP/1.1 204 No Content