Update a policy

PATCH /v1/sla/policy/{id}

Update a policy

cURL

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"
          }
        ]
      }
    ]
  }
}
'

200

{
  "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

Show child attributes

policyMetrics · object[]

The metrics of the policy

Show child attributes

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

Show child attributes

Response

200

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

Show child attributes

policyMetrics · object[] · required

The metrics of the policy

Show child attributes

pauseConditions · object · required

The pause conditions of the policy

Show child attributes

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