SLA Policy

Policy of ticketing sla.

SLA Policies
- SLA Policies Manage
GET ticketing/slaPolicies
GET ticketing/slaPolicies/{id}
POST ticketing/slaPolicies
POST ticketing/slaPolicies/{id}:disable
POST ticketing/slaPolicies/{id}:enable
PUT ticketing/slaPolicies/{id}
DELETE ticketing/slaPolicies/{id}
Model
SLA Policy JSON Format

SLA Policy 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.
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.
Endpoint
Get the list of SLA Policies

GET ticketing/slaPolicies

Parameters:
Name Type In Required Description
include string query no Allowed value is "slaPolicyCondition".
Response:

An array of   SLA Policy

Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/slaPolicies \
-X 'GET' \
-H 'Authorization: Bearer {access_token}' \

Response:

 HTTP/1.1 200 OK

{"slaPolicies":[{"id":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","isEnabled":true,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"id":"980cce41-58ae-43b2-8de8-37eea94da4a4","slaPolicyId":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}],"nextPage":null,"previousPage":null,"total":1}
Get a single SLA Policy

GET ticketing/slaPolicies/{id}

Parameters:
Name Type In Required Description
include string query no Allowed value is "slaPolicyCondition".
Response:
Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648 \
-X 'GET' \
-H 'Authorization: Bearer {access_token}' \

Response:

 HTTP/1.1 200 OK

{"id":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","isEnabled":true,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"id":"980cce41-58ae-43b2-8de8-37eea94da4a4","slaPolicyId":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}
Create a new SLA Policy

POST ticketing/slaPolicies

Parameters:
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.
Response:
Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/slaPolicies \
-X 'POST' \
-H 'Authorization: Bearer {access_token}' \
-H 'Content-Type: application/json' \
-D '{"isEnabled":true,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}'

Response:

 HTTP/1.1 201 Created

{"id":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","isEnabled":true,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"id":"980cce41-58ae-43b2-8de8-37eea94da4a4","slaPolicyId":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}
Disable the SLA Policy

POST ticketing/slaPolicies/{id}:disable

Parameters:
No Parameters
Response:
Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648:disable \
-X 'POST' \
-H 'Authorization: Bearer {access_token}' \

Response:

 HTTP/1.1 200 OK

{"id":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","isEnabled":false,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"id":"980cce41-58ae-43b2-8de8-37eea94da4a4","slaPolicyId":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}
Enable the SLA Policy

POST ticketing/slaPolicies/{id}:enable

Parameters:
No Parameters
Response:
Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648:enable \
-X 'POST' \
-H 'Authorization: Bearer {access_token}' \

Response:

 HTTP/1.1 200 OK

{"id":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","isEnabled":true,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"id":"980cce41-58ae-43b2-8de8-37eea94da4a4","slaPolicyId":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}
Update the SLA Policy

PUT ticketing/slaPolicies/{id}

Parameters:
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.
Response:
Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648 \
-X 'PUT' \
-H 'Authorization: Bearer {access_token}' \
-H 'Content-Type: application/json' \
-D '{"isEnabled":true,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}'

Response:

 HTTP/1.1 200 OK

{"id":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","isEnabled":true,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"id":"980cce41-58ae-43b2-8de8-37eea94da4a4","slaPolicyId":"662ad4a7-0f87-4713-b9eb-4eae7c7fb648","fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}
Remove the SLA Policy

DELETE ticketing/slaPolicies/{id}

Parameters:
No Parameters
Response:

No Content

Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648 \
-X 'DELETE' \
-H 'Authorization: Bearer {access_token}' \

Response:

 HTTP/1.1 204 No Content