Ticketing_SLAPolicy
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
Ticketing_SLAPolicy JSON Format
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. |
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 Ticketing_SLAPolicy
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/slaPolicies \
-X
'GET'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Get a single Ticketing_SLAPolicy
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
Create a new Ticketing_SLAPolicy
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
Disable the Ticketing_SLAPolicy
POST ticketing/slaPolicies/{id}:disable
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
Enable the Ticketing_SLAPolicy
POST ticketing/slaPolicies/{id}:enable
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
Update the Ticketing_SLAPolicy
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. |
createdTime |
timestamp | body | no | |
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
Remove the Ticketing_SLAPolicy
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