Create a policy - Thena AI

POST

sla

policy

{
  "name": "High Priority Ticket SLA",
  "description": "SLA policy for handling high priority tickets",
  "entityType": "ticket",
  "filter": {
    "all": [
      {
        "entity": "ticket",
        "field": "status",
        "operator": "equals",
        "values": [
          {
            "label": "Open"
          }
        ]
      }
    ],
    "any": [
      {
        "entity": "ticket",
        "field": "priority",
        "operator": "in",
        "values": [
          {
            "label": "High Priority"
          },
          {
            "label": "Medium Priority"
          }
        ]
      }
    ]
  },
  "policyMetrics": [
    {
      "metric": "FIRST_RESPONSE_TIME",
      "default": true,
      "durationInMinutes": "120",
      "specific": [
        {
          "entity": "ticket",
          "field": "priority",
          "operator": "equals",
          "values": [
            {
              "label": "High Priority"
            }
          ],
          "durationInMinutes": "60"
        }
      ]
    }
  ],
  "pauseConditions": {
    "all": [
      {
        "entity": "ticket",
        "field": "status",
        "operator": "equals",
        "values": [
          {
            "label": "Open"
          }
        ]
      }
    ],
    "any": [
      {
        "entity": "ticket",
        "field": "priority",
        "operator": "in",
        "values": [
          {
            "label": "High Priority"
          },
          {
            "label": "Medium Priority"
          }
        ]
      }
    ]
  },
  "teamId": "<string>",
  "organizationId": "<string>",
  "version": 123,
  "priority": 123,
  "isActive": true,
  "uid": "<string>",
  "createdAt": "2023-11-07T05:31:56Z",
  "updatedAt": "2023-11-07T05:31:56Z"
}

Body

application/json

name

string

required

The name of the policy

Example:

"High Priority Ticket SLA"

description

string

required

The description of the policy

Example:

"SLA policy for handling high priority tickets"

entityType

string

required

The type of the entity

Example:

"ticket"

filter

object

required

The filter of the policy

filter.all

object[]

All conditions that must be met

filter.all.entity

string

required

The entity of the filter

Example:

"ticket"

filter.all.field

string

required

The field of the filter

Example:

"priority"

filter.all.operator

string

required

The operator of the filter

Example:

"equals"

filter.all.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

filter.all.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "status",
    "operator": "equals",
    "values": [{ "label": "Open" }]
  }
]

filter.any

object[]

Any of these conditions must be met

filter.any.entity

string

required

The entity of the filter

Example:

"ticket"

filter.any.field

string

required

The field of the filter

Example:

"priority"

filter.any.operator

string

required

The operator of the filter

Example:

"equals"

filter.any.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

filter.any.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "priority",
    "operator": "in",
    "values": [
      { "label": "High Priority" },
      { "label": "Medium Priority" }
    ]
  }
]

policyMetrics

object[]

required

The metrics of the policy

policyMetrics.metric

enum<string>

required

The type of SLA metric

Available options:

first_time_response,

next_time_response,

total_resolution_time,

update_time

Example:

"FIRST_RESPONSE_TIME"

policyMetrics.default

boolean

required

Whether this is the default metric

Example:

true

policyMetrics.durationInMinutes

string

required

The duration in minutes for the metric

Example:

"120"

policyMetrics.specific

object[]

Specific filters for this metric

policyMetrics.specific.entity

string

required

The entity of the filter

Example:

"ticket"

policyMetrics.specific.field

string

required

The field of the filter

Example:

"priority"

policyMetrics.specific.operator

string

required

The operator of the filter

Example:

"equals"

policyMetrics.specific.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

policyMetrics.specific.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "priority",
    "operator": "equals",
    "values": [{ "label": "High Priority" }],
    "durationInMinutes": "60"
  }
]

pauseConditions

object

required

The pause conditions of the policy

pauseConditions.all

object[]

All conditions that must be met

pauseConditions.all.entity

string

required

The entity of the filter

Example:

"ticket"

pauseConditions.all.field

string

required

The field of the filter

Example:

"priority"

pauseConditions.all.operator

string

required

The operator of the filter

Example:

"equals"

pauseConditions.all.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

pauseConditions.all.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "status",
    "operator": "equals",
    "values": [{ "label": "Open" }]
  }
]

pauseConditions.any

object[]

Any of these conditions must be met

pauseConditions.any.entity

string

required

The entity of the filter

Example:

"ticket"

pauseConditions.any.field

string

required

The field of the filter

Example:

"priority"

pauseConditions.any.operator

string

required

The operator of the filter

Example:

"equals"

pauseConditions.any.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

pauseConditions.any.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "priority",
    "operator": "in",
    "values": [
      { "label": "High Priority" },
      { "label": "Medium Priority" }
    ]
  }
]

teamId

string

required

The unique identifier of the team

Example:

"team-123456"

Response

201

application/json

Operation successful

name

string

required

The name of the policy

Example:

"High Priority Ticket SLA"

description

string

required

The description of the policy

Example:

"SLA policy for handling high priority tickets"

entityType

string

required

The type of the entity

Example:

"ticket"

filter

object

required

The filter of the policy

filter.all

object[]

All conditions that must be met

filter.all.entity

string

required

The entity of the filter

Example:

"ticket"

filter.all.field

string

required

The field of the filter

Example:

"priority"

filter.all.operator

string

required

The operator of the filter

Example:

"equals"

filter.all.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

filter.all.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "status",
    "operator": "equals",
    "values": [{ "label": "Open" }]
  }
]

filter.any

object[]

Any of these conditions must be met

filter.any.entity

string

required

The entity of the filter

Example:

"ticket"

filter.any.field

string

required

The field of the filter

Example:

"priority"

filter.any.operator

string

required

The operator of the filter

Example:

"equals"

filter.any.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

filter.any.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "priority",
    "operator": "in",
    "values": [
      { "label": "High Priority" },
      { "label": "Medium Priority" }
    ]
  }
]

policyMetrics

object[]

required

The metrics of the policy

policyMetrics.metric

enum<string>

required

The type of SLA metric

Available options:

first_time_response,

next_time_response,

total_resolution_time,

update_time

Example:

"FIRST_RESPONSE_TIME"

policyMetrics.default

boolean

required

Whether this is the default metric

Example:

true

policyMetrics.durationInMinutes

string

required

The duration in minutes for the metric

Example:

"120"

policyMetrics.specific

object[]

Specific filters for this metric

policyMetrics.specific.entity

string

required

The entity of the filter

Example:

"ticket"

policyMetrics.specific.field

string

required

The field of the filter

Example:

"priority"

policyMetrics.specific.operator

string

required

The operator of the filter

Example:

"equals"

policyMetrics.specific.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

policyMetrics.specific.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "priority",
    "operator": "equals",
    "values": [{ "label": "High Priority" }],
    "durationInMinutes": "60"
  }
]

pauseConditions

object

required

The pause conditions of the policy

pauseConditions.all

object[]

All conditions that must be met

pauseConditions.all.entity

string

required

The entity of the filter

Example:

"ticket"

pauseConditions.all.field

string

required

The field of the filter

Example:

"priority"

pauseConditions.all.operator

string

required

The operator of the filter

Example:

"equals"

pauseConditions.all.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

pauseConditions.all.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "status",
    "operator": "equals",
    "values": [{ "label": "Open" }]
  }
]

pauseConditions.any

object[]

Any of these conditions must be met

pauseConditions.any.entity

string

required

The entity of the filter

Example:

"ticket"

pauseConditions.any.field

string

required

The field of the filter

Example:

"priority"

pauseConditions.any.operator

string

required

The operator of the filter

Example:

"equals"

pauseConditions.any.values

object[]

required

The values of the filter

Example:

[{ "label": "High Priority" }]

pauseConditions.any.durationInMinutes

string

The duration in minutes of the filter

Example:

"60"

Example:

[
  {
    "entity": "ticket",
    "field": "priority",
    "operator": "in",
    "values": [
      { "label": "High Priority" },
      { "label": "Medium Priority" }
    ]
  }
]

teamId

string

required

The unique identifier of the team

organizationId

string

required

The unique identifier of the organization

version

number

required

The version number of the policy

priority

number

required

The priority of the policy

isActive

boolean

required

Whether the policy is active

uid

string

required

The unique identifier string of the policy

createdAt

string

required

The creation timestamp of the policy

updatedAt

string

required

The last update timestamp of the policy

Get all the tasks of a workflow execution

Get all policies

{
  "name": "High Priority Ticket SLA",
  "description": "SLA policy for handling high priority tickets",
  "entityType": "ticket",
  "filter": {
    "all": [
      {
        "entity": "ticket",
        "field": "status",
        "operator": "equals",
        "values": [
          {
            "label": "Open"
          }
        ]
      }
    ],
    "any": [
      {
        "entity": "ticket",
        "field": "priority",
        "operator": "in",
        "values": [
          {
            "label": "High Priority"
          },
          {
            "label": "Medium Priority"
          }
        ]
      }
    ]
  },
  "policyMetrics": [
    {
      "metric": "FIRST_RESPONSE_TIME",
      "default": true,
      "durationInMinutes": "120",
      "specific": [
        {
          "entity": "ticket",
          "field": "priority",
          "operator": "equals",
          "values": [
            {
              "label": "High Priority"
            }
          ],
          "durationInMinutes": "60"
        }
      ]
    }
  ],
  "pauseConditions": {
    "all": [
      {
        "entity": "ticket",
        "field": "status",
        "operator": "equals",
        "values": [
          {
            "label": "Open"
          }
        ]
      }
    ],
    "any": [
      {
        "entity": "ticket",
        "field": "priority",
        "operator": "in",
        "values": [
          {
            "label": "High Priority"
          },
          {
            "label": "Medium Priority"
          }
        ]
      }
    ]
  },
  "teamId": "<string>",
  "organizationId": "<string>",
  "version": 123,
  "priority": 123,
  "isActive": true,
  "uid": "<string>",
  "createdAt": "2023-11-07T05:31:56Z",
  "updatedAt": "2023-11-07T05:31:56Z"
}

Introduction

Body

Response