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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"
}
]
}
]
}
}
'{
"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"
}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"
}
]
}
]
}
}
'{
"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
Body
The unique identifier of the team
"team-123456"
The name of the policy
"High Priority Ticket SLA"
The description of the policy
"SLA policy for handling high priority tickets"
The type of the entity
"ticket"
The filter of the policy
Show child attributes
Show child attributes
All conditions that must be met
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "status",
"operator": "equals",
"values": [{ "label": "Open" }]
}
]Any of these conditions must be met
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "priority",
"operator": "in",
"values": [
{ "label": "High Priority" },
{ "label": "Medium Priority" }
]
}
]The metrics of the policy
Show child attributes
Show child attributes
The type of SLA metric
first_time_response, next_time_response, total_resolution_time, update_time "FIRST_RESPONSE_TIME"
Whether this is the default metric
true
The duration in minutes for the metric
"120"
Specific filters for this metric
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "priority",
"operator": "equals",
"values": [{ "label": "High Priority" }],
"durationInMinutes": "60"
}
][
{
"metric": "FIRST_RESPONSE_TIME",
"default": true,
"durationInMinutes": "120",
"specific": [
{
"entity": "ticket",
"field": "priority",
"operator": "equals",
"values": [{ "label": "High Priority" }],
"durationInMinutes": "60"
}
]
}
]The pause conditions of the policy
Show child attributes
Show child attributes
All conditions that must be met
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "status",
"operator": "equals",
"values": [{ "label": "Open" }]
}
]Any of these conditions must be met
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "priority",
"operator": "in",
"values": [
{ "label": "High Priority" },
{ "label": "Medium Priority" }
]
}
]Response
Operation successful
The name of the policy
"High Priority Ticket SLA"
The description of the policy
"SLA policy for handling high priority tickets"
The type of the entity
"ticket"
The filter of the policy
Show child attributes
Show child attributes
All conditions that must be met
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "status",
"operator": "equals",
"values": [{ "label": "Open" }]
}
]Any of these conditions must be met
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "priority",
"operator": "in",
"values": [
{ "label": "High Priority" },
{ "label": "Medium Priority" }
]
}
]The metrics of the policy
Show child attributes
Show child attributes
The type of SLA metric
first_time_response, next_time_response, total_resolution_time, update_time "FIRST_RESPONSE_TIME"
Whether this is the default metric
true
The duration in minutes for the metric
"120"
Specific filters for this metric
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "priority",
"operator": "equals",
"values": [{ "label": "High Priority" }],
"durationInMinutes": "60"
}
]The pause conditions of the policy
Show child attributes
Show child attributes
All conditions that must be met
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "status",
"operator": "equals",
"values": [{ "label": "Open" }]
}
]Any of these conditions must be met
Show child attributes
Show child attributes
The entity of the filter
"ticket"
The field of the filter
"priority"
The operator of the filter
"equals"
The duration in minutes of the filter
"60"
[
{
"entity": "ticket",
"field": "priority",
"operator": "in",
"values": [
{ "label": "High Priority" },
{ "label": "Medium Priority" }
]
}
]The unique identifier of the team
The unique identifier of the organization
The version number of the policy
The priority of the policy
Whether the policy is active
The unique identifier string of the policy
The creation timestamp of the policy
The last update timestamp of the policy