Manually pause SLA for a ticket

POST /v1/sla/pause

Manually pause SLA for a ticket

cURL

curl --request POST \
  --url https://sla.thena.ai/v1/sla/pause \
  --header 'Content-Type: application/json' \
  --data '
{
  "ticketId": "ticket-123",
  "reason": "Waiting for customer response"
}
'

201

{
  "success": true,
  "message": "SLA paused successfully for ticket ticket-123",
  "pausedJobsCount": 3,
  "pausedJobs": [
    {
      "jobId": "job-123",
      "metric": "first_time_response",
      "policy": "Premium Support SLA",
      "durationLeftMinutes": 120
    }
  ]
}

Body

application/json

ticketId · string · required

The ticket ID to pause SLA for

Example:

"ticket-123"

reason · string

Reason for pausing the SLA

Example:

"Waiting for customer response"

Response

201

application/json

Operation successful

success · boolean · required

Success status

Example:

true

message · string · required

Message describing the result

Example:

"SLA paused successfully for ticket ticket-123"

pausedJobsCount · number · required

Number of jobs paused

Example:

3

pausedJobs · array[] · required

Details of paused jobs

Example:

[
  {
    "jobId": "job-123",
    "metric": "first_time_response",
    "policy": "Premium Support SLA",
    "durationLeftMinutes": 120
  }
]