Create SLA Definition - Serval Documentation

POST

teams

{team_id}

sla-definitions

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
  }
}

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 (e.g. ticket.escalation_level = human) combined with FROM_ATTACHMENT.

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
  }
}