Skip to main content
PATCH
Update SLA Definition

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

Response

Success

data
data · object

SlaDefinition represents a reusable SLA policy.