Service-Level Agreements (SLA)

Note

🤓 SLAs depend on Zammads Calendars.

List

Required permission: admin.sla

GET-Request sent: /api/v1/slas

Response:

# HTTP-Code 200 Ok

[
   {
      "id":2,
      "calendar_id":1,
      "name":"new sla",
      "first_response_time":120,
      "response_time":null,
      "update_time":120,
      "solution_time":120,
      "condition":{
         "ticket.state_id":{
            "operator":"is",
            "value":"2"
         }
      },
      "updated_by_id":3,
      "created_by_id":3,
      "created_at":"2021-11-10T12:54:39.368Z",
      "updated_at":"2021-11-10T12:54:39.368Z"
   }
]

Show

Required permission: admin.sla

GET-Request sent: /api/v1/slas/{id}

Response:

# HTTP-Code 200 Ok

{
   "id":2,
   "calendar_id":1,
   "name":"new sla",
   "first_response_time":120,
   "response_time":null,
   "update_time":120,
   "solution_time":120,
   "condition":{
      "ticket.state_id":{
         "operator":"is",
         "value":"2"
      }
   },
   "updated_by_id":3,
   "created_by_id":3,
   "created_at":"2021-11-10T12:54:39.368Z",
   "updated_at":"2021-11-10T12:54:39.368Z"
}

Create

Required permission: admin.sla

POST-Request sent: /api/v1/slas

{
   "name":"new sla",
   "first_response_time":"120",
   "response_time":"",
   "update_time":"120",
   "solution_time":"120",
   "condition":{
      "ticket.state_id":{
         "operator":"is",
         "value":"2"
      }
   },
   "calendar_id":"1",
}

Response:

# HTTP-Code 201 Created

{
   "id":2,
   "calendar_id":1,
   "name":"new sla",
   "first_response_time":120,
   "response_time":null,
   "update_time":120,
   "solution_time":120,
   "condition":{
      "ticket.state_id":{
         "operator":"is",
         "value":"2"
      }
   },
   "updated_by_id":3,
   "created_by_id":3,
   "created_at":"2021-11-10T12:54:39.368Z",
   "updated_at":"2021-11-10T12:54:39.368Z"
}

Update

Required permission: admin.sla

PUT-Request sent: /api/v1/slas/{id}

{
   "name":"update sla",
   "first_response_time":"120",
   "response_time":"",
   "update_time":"120",
   "solution_time":"120",
   "condition":{
      "ticket.state_id":{
         "operator":"is",
         "value":"2"
      }
   },
   "calendar_id":"1",
   "id":2
}

Response:

# HTTP-Code 200 Ok

{
   "id":2,
   "calendar_id":1,
   "name":"update sla",
   "first_response_time":120,
   "response_time":null,
   "update_time":120,
   "solution_time":120,
   "condition":{
      "ticket.state_id":{
         "operator":"is",
         "value":"2"
      }
   },
   "updated_by_id":3,
   "created_by_id":3,
   "created_at":"2021-11-10T12:54:39.368Z",
   "updated_at":"2021-11-10T13:02:52.053Z"
}

Delete

Required permission: admin.sla

Danger

⚠ This is a permanent removal

Please note that removing SLA configurations cannot be undone.

DELETE-Request sent: /api/v1/slas/{id}

Response:

# HTTP-Code 200 Ok

{}