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PATCH
/
v1
/
sla
/
priorities
Update priorities
curl --request PATCH \
  --url https://sla.thena.ai/v1/sla/priorities \
  --header 'Content-Type: application/json' \
  --data '
{
  "teamId": "team-123456",
  "entityType": "ticket",
  "priorityUpdates": [
    {
      "id": "policy-123",
      "priority": 1
    },
    {
      "id": "policy-456",
      "priority": 2
    }
  ]
}
'
[
  {
    "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
​
teamId
string
required

The unique identifier of the team

Example:

"team-123456"

​
entityType
string
required

The type of the entity

Example:

"ticket"

​
priorityUpdates
object[]
required

The priority updates for policies

Example:
[
  { "id": "policy-123", "priority": 1 },
  { "id": "policy-456", "priority": 2 }
]

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