Create SLA Definition

POST

teams

{team_id}

sla-definitions

curl --request POST \
  --url https://public.api.serval.com/v2/teams/{team_id}/sla-definitions \
  --header 'Authorization: Bearer <token>' \
  --header 'Content-Type: application/json' \
  --data '
{
  "name": "<string>",
  "description": "<string>",
  "targetDurationSeconds": 123,
  "useCalendarTime": true,
  "scheduleId": "<string>",
  "attachmentCriteria": [
    {
      "type": "<string>",
      "field": "<string>",
      "op": "<string>",
      "value": "<string>",
      "values": [
        "<string>"
      ],
      "logicOp": "<string>"
    }
  ],
  "policyGroup": "<string>",
  "useAssignedGroupSchedule": true
}
'

import requests

url = "https://public.api.serval.com/v2/teams/{team_id}/sla-definitions"

payload = {
    "name": "<string>",
    "description": "<string>",
    "targetDurationSeconds": 123,
    "useCalendarTime": True,
    "scheduleId": "<string>",
    "attachmentCriteria": [
        {
            "type": "<string>",
            "field": "<string>",
            "op": "<string>",
            "value": "<string>",
            "values": ["<string>"],
            "logicOp": "<string>"
        }
    ],
    "policyGroup": "<string>",
    "useAssignedGroupSchedule": True
}
headers = {
    "Authorization": "Bearer <token>",
    "Content-Type": "application/json"
}

response = requests.post(url, json=payload, headers=headers)

print(response.text)

const options = {
  method: 'POST',
  headers: {Authorization: 'Bearer <token>', 'Content-Type': 'application/json'},
  body: JSON.stringify({
    name: '<string>',
    description: '<string>',
    targetDurationSeconds: 123,
    useCalendarTime: true,
    scheduleId: '<string>',
    attachmentCriteria: [
      {
        type: '<string>',
        field: '<string>',
        op: '<string>',
        value: '<string>',
        values: ['<string>'],
        logicOp: '<string>'
      }
    ],
    policyGroup: '<string>',
    useAssignedGroupSchedule: true
  })
};

fetch('https://public.api.serval.com/v2/teams/{team_id}/sla-definitions', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://public.api.serval.com/v2/teams/{team_id}/sla-definitions",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "POST",
  CURLOPT_POSTFIELDS => json_encode([
    'name' => '<string>',
    'description' => '<string>',
    'targetDurationSeconds' => 123,
    'useCalendarTime' => true,
    'scheduleId' => '<string>',
    'attachmentCriteria' => [
        [
                'type' => '<string>',
                'field' => '<string>',
                'op' => '<string>',
                'value' => '<string>',
                'values' => [
                                '<string>'
                ],
                'logicOp' => '<string>'
        ]
    ],
    'policyGroup' => '<string>',
    'useAssignedGroupSchedule' => true
  ]),
  CURLOPT_HTTPHEADER => [
    "Authorization: Bearer <token>",
    "Content-Type: application/json"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

	url := "https://public.api.serval.com/v2/teams/{team_id}/sla-definitions"

	payload := strings.NewReader("{\n  \"name\": \"<string>\",\n  \"description\": \"<string>\",\n  \"targetDurationSeconds\": 123,\n  \"useCalendarTime\": true,\n  \"scheduleId\": \"<string>\",\n  \"attachmentCriteria\": [\n    {\n      \"type\": \"<string>\",\n      \"field\": \"<string>\",\n      \"op\": \"<string>\",\n      \"value\": \"<string>\",\n      \"values\": [\n        \"<string>\"\n      ],\n      \"logicOp\": \"<string>\"\n    }\n  ],\n  \"policyGroup\": \"<string>\",\n  \"useAssignedGroupSchedule\": true\n}")

	req, _ := http.NewRequest("POST", url, payload)

	req.Header.Add("Authorization", "Bearer <token>")
	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

HttpResponse<String> response = Unirest.post("https://public.api.serval.com/v2/teams/{team_id}/sla-definitions")
  .header("Authorization", "Bearer <token>")
  .header("Content-Type", "application/json")
  .body("{\n  \"name\": \"<string>\",\n  \"description\": \"<string>\",\n  \"targetDurationSeconds\": 123,\n  \"useCalendarTime\": true,\n  \"scheduleId\": \"<string>\",\n  \"attachmentCriteria\": [\n    {\n      \"type\": \"<string>\",\n      \"field\": \"<string>\",\n      \"op\": \"<string>\",\n      \"value\": \"<string>\",\n      \"values\": [\n        \"<string>\"\n      ],\n      \"logicOp\": \"<string>\"\n    }\n  ],\n  \"policyGroup\": \"<string>\",\n  \"useAssignedGroupSchedule\": true\n}")
  .asString();

require 'uri'
require 'net/http'

url = URI("https://public.api.serval.com/v2/teams/{team_id}/sla-definitions")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Post.new(url)
request["Authorization"] = 'Bearer <token>'
request["Content-Type"] = 'application/json'
request.body = "{\n  \"name\": \"<string>\",\n  \"description\": \"<string>\",\n  \"targetDurationSeconds\": 123,\n  \"useCalendarTime\": true,\n  \"scheduleId\": \"<string>\",\n  \"attachmentCriteria\": [\n    {\n      \"type\": \"<string>\",\n      \"field\": \"<string>\",\n      \"op\": \"<string>\",\n      \"value\": \"<string>\",\n      \"values\": [\n        \"<string>\"\n      ],\n      \"logicOp\": \"<string>\"\n    }\n  ],\n  \"policyGroup\": \"<string>\",\n  \"useAssignedGroupSchedule\": true\n}"

response = http.request(request)
puts response.read_body

{
  "data": {
    "id": "<string>",
    "teamId": "<string>",
    "name": "<string>",
    "description": "<string>",
    "targetDurationSeconds": 123,
    "useCalendarTime": true,
    "scheduleId": "<string>",
    "conditions": [
      {
        "id": "<string>",
        "slaDefinitionId": "<string>",
        "conditionType": "SLA_CONDITION_TYPE_UNSPECIFIED",
        "conditionRule": {
          "type": "<string>",
          "field": "<string>",
          "op": "<string>",
          "value": "<string>",
          "values": [
            "<string>"
          ],
          "logicOp": "<string>"
        },
        "resumePolicy": "<string>",
        "priority": 123
      }
    ],
    "createdAt": "2025-01-15T01:30:15.000Z",
    "updatedAt": "2025-01-15T01:30:15.000Z",
    "attachmentCriteria": [
      {
        "type": "<string>",
        "field": "<string>",
        "op": "<string>",
        "value": "<string>",
        "values": [
          "<string>"
        ],
        "logicOp": "<string>"
      }
    ],
    "actionDefinitions": [
      {
        "id": "<string>",
        "slaDefinitionId": "<string>",
        "offsetSeconds": 123,
        "workflowId": "<string>",
        "createdAt": "2025-01-15T01:30:15.000Z",
        "updatedAt": "2025-01-15T01:30:15.000Z"
      }
    ],
    "startingPoint": "SLA_STARTING_POINT_UNSPECIFIED",
    "metric": "SLA_METRIC_UNSPECIFIED",
    "archivedAt": "2025-01-15T01:30:15.000Z",
    "policyGroup": "<string>",
    "useAssignedGroupSchedule": true
  }
}

Authentication and permissions

Token requirements: User-based token (OAuth) or Organization-scoped API key or Team-scoped API key. Send a bearer access token for one of these identities. The permissions and resource restrictions below also apply.

Credential	Access requirements
Organization-scoped API key	`settings:write`
Team-scoped API key	`settings:write`
User-based token (OAuth)	Supported, subject to permissions

Permissions joined by + are all required; or separates alternatives. Full-access keys still cannot call endpoints marked unsupported. Team keys must allow every team checked by the request. OAuth access depends on the user’s roles and resource access.

Authorizations

Authorization

string

header

required

Bearer authentication header of the form Bearer <token>, where <token> is your auth token.

Path Parameters

team_id

string

required

Body

application/json

name

string

description

string | null

targetDurationSeconds

integer<int32>

useCalendarTime

boolean

scheduleId

string | null

attachmentCriteria

SlaConditionRule · object[]

Show child attributes

startingPoint

enum<string> | null

SlaStartingPoint controls when the SLA clock starts counting for auto-attached SLAs. Milestone-dependent starting points (e.g. "after escalation") are intentionally not modeled here — express them via attachment criteria combined with FROM_ATTACHMENT. For example, the criterion {"type": "ticket_escalated", "logicOp": "AND"} is false until the ticket is escalated to a human, so the SLA attaches and starts then.

Available options:

SLA_STARTING_POINT_UNSPECIFIED,

SLA_STARTING_POINT_FROM_ATTACHMENT,

SLA_STARTING_POINT_FROM_CREATION

metric

enum<string> | null

SlaMetric identifies what an SLA measures (i.e., what stops the clock). New metrics are added by extending this enum and registering a metric handler in backend/services/svhelp/src/internal/state/ticket/rule/sla/metric.

Available options:

SLA_METRIC_UNSPECIFIED,

SLA_METRIC_RESOLUTION,

SLA_METRIC_FIRST_RESPONSE

policyGroup

string | null

Named exclusivity group. Definitions sharing a group hold one SLA slot per ticket between them; definitions in different groups run concurrently on the same ticket. Omitted or blank = the metric's default group. All definitions in a group must share a metric.

useAssignedGroupSchedule

boolean | null

Resolve the schedule from the ticket's assigned group at attach time. When true, use_calendar_time/schedule_id act as the fallback for tickets with no assigned group or a group with no schedule mapping.

Response

200 - application/json

Success

data

data · object

SlaDefinition represents a reusable SLA policy.

Show child attributes

Create SLA Definition

curl --request POST \
  --url https://public.api.serval.com/v2/teams/{team_id}/sla-definitions \
  --header 'Authorization: Bearer <token>' \
  --header 'Content-Type: application/json' \
  --data '
{
  "name": "<string>",
  "description": "<string>",
  "targetDurationSeconds": 123,
  "useCalendarTime": true,
  "scheduleId": "<string>",
  "attachmentCriteria": [
    {
      "type": "<string>",
      "field": "<string>",
      "op": "<string>",
      "value": "<string>",
      "values": [
        "<string>"
      ],
      "logicOp": "<string>"
    }
  ],
  "policyGroup": "<string>",
  "useAssignedGroupSchedule": true
}
'

import requests

url = "https://public.api.serval.com/v2/teams/{team_id}/sla-definitions"

payload = {
    "name": "<string>",
    "description": "<string>",
    "targetDurationSeconds": 123,
    "useCalendarTime": True,
    "scheduleId": "<string>",
    "attachmentCriteria": [
        {
            "type": "<string>",
            "field": "<string>",
            "op": "<string>",
            "value": "<string>",
            "values": ["<string>"],
            "logicOp": "<string>"
        }
    ],
    "policyGroup": "<string>",
    "useAssignedGroupSchedule": True
}
headers = {
    "Authorization": "Bearer <token>",
    "Content-Type": "application/json"
}

response = requests.post(url, json=payload, headers=headers)

print(response.text)

const options = {
  method: 'POST',
  headers: {Authorization: 'Bearer <token>', 'Content-Type': 'application/json'},
  body: JSON.stringify({
    name: '<string>',
    description: '<string>',
    targetDurationSeconds: 123,
    useCalendarTime: true,
    scheduleId: '<string>',
    attachmentCriteria: [
      {
        type: '<string>',
        field: '<string>',
        op: '<string>',
        value: '<string>',
        values: ['<string>'],
        logicOp: '<string>'
      }
    ],
    policyGroup: '<string>',
    useAssignedGroupSchedule: true
  })
};

fetch('https://public.api.serval.com/v2/teams/{team_id}/sla-definitions', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://public.api.serval.com/v2/teams/{team_id}/sla-definitions",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "POST",
  CURLOPT_POSTFIELDS => json_encode([
    'name' => '<string>',
    'description' => '<string>',
    'targetDurationSeconds' => 123,
    'useCalendarTime' => true,
    'scheduleId' => '<string>',
    'attachmentCriteria' => [
        [
                'type' => '<string>',
                'field' => '<string>',
                'op' => '<string>',
                'value' => '<string>',
                'values' => [
                                '<string>'
                ],
                'logicOp' => '<string>'
        ]
    ],
    'policyGroup' => '<string>',
    'useAssignedGroupSchedule' => true
  ]),
  CURLOPT_HTTPHEADER => [
    "Authorization: Bearer <token>",
    "Content-Type: application/json"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

	url := "https://public.api.serval.com/v2/teams/{team_id}/sla-definitions"

	payload := strings.NewReader("{\n  \"name\": \"<string>\",\n  \"description\": \"<string>\",\n  \"targetDurationSeconds\": 123,\n  \"useCalendarTime\": true,\n  \"scheduleId\": \"<string>\",\n  \"attachmentCriteria\": [\n    {\n      \"type\": \"<string>\",\n      \"field\": \"<string>\",\n      \"op\": \"<string>\",\n      \"value\": \"<string>\",\n      \"values\": [\n        \"<string>\"\n      ],\n      \"logicOp\": \"<string>\"\n    }\n  ],\n  \"policyGroup\": \"<string>\",\n  \"useAssignedGroupSchedule\": true\n}")

	req, _ := http.NewRequest("POST", url, payload)

	req.Header.Add("Authorization", "Bearer <token>")
	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

HttpResponse<String> response = Unirest.post("https://public.api.serval.com/v2/teams/{team_id}/sla-definitions")
  .header("Authorization", "Bearer <token>")
  .header("Content-Type", "application/json")
  .body("{\n  \"name\": \"<string>\",\n  \"description\": \"<string>\",\n  \"targetDurationSeconds\": 123,\n  \"useCalendarTime\": true,\n  \"scheduleId\": \"<string>\",\n  \"attachmentCriteria\": [\n    {\n      \"type\": \"<string>\",\n      \"field\": \"<string>\",\n      \"op\": \"<string>\",\n      \"value\": \"<string>\",\n      \"values\": [\n        \"<string>\"\n      ],\n      \"logicOp\": \"<string>\"\n    }\n  ],\n  \"policyGroup\": \"<string>\",\n  \"useAssignedGroupSchedule\": true\n}")
  .asString();

require 'uri'
require 'net/http'

url = URI("https://public.api.serval.com/v2/teams/{team_id}/sla-definitions")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Post.new(url)
request["Authorization"] = 'Bearer <token>'
request["Content-Type"] = 'application/json'
request.body = "{\n  \"name\": \"<string>\",\n  \"description\": \"<string>\",\n  \"targetDurationSeconds\": 123,\n  \"useCalendarTime\": true,\n  \"scheduleId\": \"<string>\",\n  \"attachmentCriteria\": [\n    {\n      \"type\": \"<string>\",\n      \"field\": \"<string>\",\n      \"op\": \"<string>\",\n      \"value\": \"<string>\",\n      \"values\": [\n        \"<string>\"\n      ],\n      \"logicOp\": \"<string>\"\n    }\n  ],\n  \"policyGroup\": \"<string>\",\n  \"useAssignedGroupSchedule\": true\n}"

response = http.request(request)
puts response.read_body

{
  "data": {
    "id": "<string>",
    "teamId": "<string>",
    "name": "<string>",
    "description": "<string>",
    "targetDurationSeconds": 123,
    "useCalendarTime": true,
    "scheduleId": "<string>",
    "conditions": [
      {
        "id": "<string>",
        "slaDefinitionId": "<string>",
        "conditionType": "SLA_CONDITION_TYPE_UNSPECIFIED",
        "conditionRule": {
          "type": "<string>",
          "field": "<string>",
          "op": "<string>",
          "value": "<string>",
          "values": [
            "<string>"
          ],
          "logicOp": "<string>"
        },
        "resumePolicy": "<string>",
        "priority": 123
      }
    ],
    "createdAt": "2025-01-15T01:30:15.000Z",
    "updatedAt": "2025-01-15T01:30:15.000Z",
    "attachmentCriteria": [
      {
        "type": "<string>",
        "field": "<string>",
        "op": "<string>",
        "value": "<string>",
        "values": [
          "<string>"
        ],
        "logicOp": "<string>"
      }
    ],
    "actionDefinitions": [
      {
        "id": "<string>",
        "slaDefinitionId": "<string>",
        "offsetSeconds": 123,
        "workflowId": "<string>",
        "createdAt": "2025-01-15T01:30:15.000Z",
        "updatedAt": "2025-01-15T01:30:15.000Z"
      }
    ],
    "startingPoint": "SLA_STARTING_POINT_UNSPECIFIED",
    "metric": "SLA_METRIC_UNSPECIFIED",
    "archivedAt": "2025-01-15T01:30:15.000Z",
    "policyGroup": "<string>",
    "useAssignedGroupSchedule": true
  }
}

Get started

Authentication

Endpoints

Development

Authentication and permissions

Authorizations

Path Parameters

Body

Response

​Authentication and permissions

Authorizations

Path Parameters

Body

Response

Authentication and permissions