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PATCH
Update SLA Definition

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.
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

id
string
required

Body

application/json
name
string | null
description
string | null
targetDurationSeconds
integer<int32> | null
useCalendarTime
boolean | null
scheduleId
string | null
attachmentCriteria
SlaConditionRule · object[]
clearAttachmentCriteria
boolean | null
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 (see CreateSlaDefinitionRequest.policy_group). Set blank to move the definition back to its metric's default group; leave unset to keep the existing group. Rejected while the definition has active ticket SLAs.

useAssignedGroupSchedule
boolean | null

See CreateSlaDefinitionRequest.use_assigned_group_schedule. Leave unset to keep the existing value.

Response

200 - application/json

Success

data
data · object

SlaDefinition represents a reusable SLA policy.