SLAPolicy
/api/v1/helpdesk/sla-policiesA service-level policy applied to tickets.
listgetcreateupdateSchema
| Field | Type | Notes |
|---|---|---|
| id* | uuid | Server-assigned ULID with type prefix (e.g. per_…). |
| tenant_id* | string | Tenant scope — auto-stamped from the caller's JWT. |
| app_id | string | App scope. Stamped ONLY when the caller's JWT was minted for a specific Application (integration API keys). Absent for human-user sessions. Filters reads when present. |
| created_at* | date-time | Server stamp. |
| updated_at* | date-time | Server stamp; updated on every patch. |
| created_by | uuid | FK → UserUser id from the caller's JWT (sub). |
| updated_by | uuid | FK → UserUser id from the last writer's JWT (sub). |
| source | string | Provenance tag — defaults to 'edm'. |
| source_type | enum | frontend | backend | server | system | apiWhere the write originated. Defaults to 'api'. |
| is_deleted | boolean | Soft-delete flag. Excluded from default list queries. |
| deleted_at | date-time | Stamped when soft-deleted; null otherwise. |
| deleted_by | uuid | FK → UserUser id who soft-deleted; null otherwise. |
| schema_version | number | Document schema version. Bumped on incompatible writes. |
| name | string | Human-readable name for this SLA policy. |
| description | string | Optional description of when and why this SLA policy applies. |
| applies_to | json | The ticket types this SLA policy governs. A policy may apply to multiple ticket types. |
| priority | string | low | normal | high | urgentThe ticket priority tier this policy applies to. Each priority level should have at most one active SLA policy per ticket type. |
| first_response_minutes | number | Target number of minutes from ticket creation to first agent response. The SLA clock starts at ticket creation. |
| resolution_minutes | number | Target number of minutes from ticket creation to full resolution. |
| business_hours_only | boolean | When true, the SLA clock pauses outside of the tenant's configured business hours and on public holidays. |
| status | string | new | open | pending | on_hold | resolved | closed | cancelledWhether this policy is currently enforced. Inactive policies are retained for historical reference. |
| first_response_mins | integer | Target number of minutes from ticket creation to first agent response (e.g. 60). |
| resolution_mins | integer | Target number of minutes from ticket creation to full resolution (e.g. 480). |
API
client.helpdesk.slaPolicies.*Loading manifest…