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PATCH
/
v1
/
sla
/
policy
/
{id}
Update a policy
curl --request PATCH \
  --url https://sla.thena.ai/v1/sla/policy/{id} \
  --header 'Content-Type: application/json' \
  --data '
{
  "teamId": "team-123456",
  "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"
          }
        ]
      }
    ]
  }
}
'
import requests

url = "https://sla.thena.ai/v1/sla/policy/{id}"

payload = {
    "teamId": "team-123456",
    "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" }]
            }
        ]
    }
}
headers = {"Content-Type": "application/json"}

response = requests.patch(url, json=payload, headers=headers)

print(response.text)
const options = {
  method: 'PATCH',
  headers: {'Content-Type': 'application/json'},
  body: JSON.stringify({
    teamId: 'team-123456',
    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'}]
        }
      ]
    }
  })
};

fetch('https://sla.thena.ai/v1/sla/policy/{id}', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));
<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://sla.thena.ai/v1/sla/policy/{id}",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "PATCH",
  CURLOPT_POSTFIELDS => json_encode([
    'teamId' => 'team-123456',
    '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'
                                                                ]
                                ]
                ]
        ]
    ]
  ]),
  CURLOPT_HTTPHEADER => [
    "Content-Type: application/json"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}
package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

	url := "https://sla.thena.ai/v1/sla/policy/{id}"

	payload := strings.NewReader("{\n  \"teamId\": \"team-123456\",\n  \"name\": \"High Priority Ticket SLA\",\n  \"description\": \"SLA policy for handling high priority tickets\",\n  \"entityType\": \"ticket\",\n  \"filter\": {\n    \"all\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"status\",\n        \"operator\": \"equals\",\n        \"values\": [\n          {\n            \"label\": \"Open\"\n          }\n        ]\n      }\n    ],\n    \"any\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"priority\",\n        \"operator\": \"in\",\n        \"values\": [\n          {\n            \"label\": \"High Priority\"\n          },\n          {\n            \"label\": \"Medium Priority\"\n          }\n        ]\n      }\n    ]\n  },\n  \"policyMetrics\": [\n    {\n      \"metric\": \"FIRST_RESPONSE_TIME\",\n      \"default\": true,\n      \"durationInMinutes\": \"120\",\n      \"specific\": [\n        {\n          \"entity\": \"ticket\",\n          \"field\": \"priority\",\n          \"operator\": \"equals\",\n          \"values\": [\n            {\n              \"label\": \"High Priority\"\n            }\n          ],\n          \"durationInMinutes\": \"60\"\n        }\n      ]\n    }\n  ],\n  \"pauseConditions\": {\n    \"all\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"status\",\n        \"operator\": \"equals\",\n        \"values\": [\n          {\n            \"label\": \"Open\"\n          }\n        ]\n      }\n    ],\n    \"any\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"priority\",\n        \"operator\": \"in\",\n        \"values\": [\n          {\n            \"label\": \"High Priority\"\n          },\n          {\n            \"label\": \"Medium Priority\"\n          }\n        ]\n      }\n    ]\n  }\n}")

	req, _ := http.NewRequest("PATCH", url, payload)

	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}
HttpResponse<String> response = Unirest.patch("https://sla.thena.ai/v1/sla/policy/{id}")
  .header("Content-Type", "application/json")
  .body("{\n  \"teamId\": \"team-123456\",\n  \"name\": \"High Priority Ticket SLA\",\n  \"description\": \"SLA policy for handling high priority tickets\",\n  \"entityType\": \"ticket\",\n  \"filter\": {\n    \"all\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"status\",\n        \"operator\": \"equals\",\n        \"values\": [\n          {\n            \"label\": \"Open\"\n          }\n        ]\n      }\n    ],\n    \"any\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"priority\",\n        \"operator\": \"in\",\n        \"values\": [\n          {\n            \"label\": \"High Priority\"\n          },\n          {\n            \"label\": \"Medium Priority\"\n          }\n        ]\n      }\n    ]\n  },\n  \"policyMetrics\": [\n    {\n      \"metric\": \"FIRST_RESPONSE_TIME\",\n      \"default\": true,\n      \"durationInMinutes\": \"120\",\n      \"specific\": [\n        {\n          \"entity\": \"ticket\",\n          \"field\": \"priority\",\n          \"operator\": \"equals\",\n          \"values\": [\n            {\n              \"label\": \"High Priority\"\n            }\n          ],\n          \"durationInMinutes\": \"60\"\n        }\n      ]\n    }\n  ],\n  \"pauseConditions\": {\n    \"all\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"status\",\n        \"operator\": \"equals\",\n        \"values\": [\n          {\n            \"label\": \"Open\"\n          }\n        ]\n      }\n    ],\n    \"any\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"priority\",\n        \"operator\": \"in\",\n        \"values\": [\n          {\n            \"label\": \"High Priority\"\n          },\n          {\n            \"label\": \"Medium Priority\"\n          }\n        ]\n      }\n    ]\n  }\n}")
  .asString();
require 'uri'
require 'net/http'

url = URI("https://sla.thena.ai/v1/sla/policy/{id}")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Patch.new(url)
request["Content-Type"] = 'application/json'
request.body = "{\n  \"teamId\": \"team-123456\",\n  \"name\": \"High Priority Ticket SLA\",\n  \"description\": \"SLA policy for handling high priority tickets\",\n  \"entityType\": \"ticket\",\n  \"filter\": {\n    \"all\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"status\",\n        \"operator\": \"equals\",\n        \"values\": [\n          {\n            \"label\": \"Open\"\n          }\n        ]\n      }\n    ],\n    \"any\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"priority\",\n        \"operator\": \"in\",\n        \"values\": [\n          {\n            \"label\": \"High Priority\"\n          },\n          {\n            \"label\": \"Medium Priority\"\n          }\n        ]\n      }\n    ]\n  },\n  \"policyMetrics\": [\n    {\n      \"metric\": \"FIRST_RESPONSE_TIME\",\n      \"default\": true,\n      \"durationInMinutes\": \"120\",\n      \"specific\": [\n        {\n          \"entity\": \"ticket\",\n          \"field\": \"priority\",\n          \"operator\": \"equals\",\n          \"values\": [\n            {\n              \"label\": \"High Priority\"\n            }\n          ],\n          \"durationInMinutes\": \"60\"\n        }\n      ]\n    }\n  ],\n  \"pauseConditions\": {\n    \"all\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"status\",\n        \"operator\": \"equals\",\n        \"values\": [\n          {\n            \"label\": \"Open\"\n          }\n        ]\n      }\n    ],\n    \"any\": [\n      {\n        \"entity\": \"ticket\",\n        \"field\": \"priority\",\n        \"operator\": \"in\",\n        \"values\": [\n          {\n            \"label\": \"High Priority\"\n          },\n          {\n            \"label\": \"Medium Priority\"\n          }\n        ]\n      }\n    ]\n  }\n}"

response = http.request(request)
puts response.read_body
{
  "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"
}

Path Parameters

​
id
string
required

Body

application/json
​
teamId
string

The unique identifier of the team

Example:

"team-123456"

​
name
string

The name of the policy

Example:

"High Priority Ticket SLA"

​
description
string

The description of the policy

Example:

"SLA policy for handling high priority tickets"

​
entityType
string

The type of the entity

Example:

"ticket"

​
filter
object

The filter of the policy

​
policyMetrics
object[]

The metrics of the policy

Example:
[
  {
    "metric": "FIRST_RESPONSE_TIME",
    "default": true,
    "durationInMinutes": "120",
    "specific": [
      {
        "entity": "ticket",
        "field": "priority",
        "operator": "equals",
        "values": [{ "label": "High Priority" }],
        "durationInMinutes": "60"
      }
    ]
  }
]
​
pauseConditions
object

The pause conditions of the policy

Response

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

​
policyMetrics
object[]
required

The metrics of the policy

​
pauseConditions
object
required

The pause conditions of the policy

​
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<date-time>
required

The creation timestamp of the policy

​
updatedAt
string<date-time>
required

The last update timestamp of the policy