---
title: "SLA Policy"
slug: "server-api-ticketing-sla-policy"
updated: 2022-06-16T07:32:58Z
published: 2022-06-16T07:32:58Z
canonical: "developer.comm100.com/server-api-ticketing-sla-policy"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://developer.comm100.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA Policy

## SLA Policy

Policy of ticketing sla.

- `SLA Policies` - SLA Policies Manage
  - `GET ticketing/slaPolicies` - [Get the list of SLA Policies](/docs/server-api-ticketing-sla-policy#get-the-list-of-sla-policies)
  - `GET ticketing/slaPolicies/{id}` - [Get a single SLA Policy](/docs/server-api-ticketing-sla-policy#get-a-single-sla-policy)
  - `POST ticketing/slaPolicies` - [Create a new SLA Policy](/docs/server-api-ticketing-sla-policy#create-a-new-sla-policy)
  - `POST ticketing/slaPolicies/{id}:disable` - [Disable the SLA Policy](/docs/server-api-ticketing-sla-policy#disable-the-sla-policy)
  - `POST ticketing/slaPolicies/{id}:enable` - [Enable the SLA Policy](/docs/server-api-ticketing-sla-policy#enable-the-sla-policy)
  - `PUT ticketing/slaPolicies/{id}` - [Update the SLA Policy](/docs/server-api-ticketing-sla-policy#update-the-sla-policy)
  - `DELETE ticketing/slaPolicies/{id}` - [Remove the SLA Policy](/docs/server-api-ticketing-sla-policy#remove-the-sla-policy)

### SLA Policy JSON Format

SLA Policy is represented as simple flat JSON objects with the following keys:

| Name | Type | Description |
| --- | --- | --- |
| `id` | guid | Id of the SLA Policy. |
| `isEnabled` | bool | Whether SLA Policy is enabled or not. |
| `order` | integer | Order of the SLA Policy. |
| `firstResponse` | integer | First response time of the SLA Policy. |
| `nextResponse` | integer | Next response time of the SLA Policy. |
| `resolution` | integer | Resolution time of the SLA Policy. |
| `operationalHours` | string | Operating hours refer to the working hours of your company. Allowed values are "CalendarHour", "BusinessHour". |
| `conditionMetType` | string | How conditions are matched. Allowed values are "any", "all", "logicalExpression". |
| `logicalExpression` | string | Logical expression to match the conditions i.e., (1 or 2 or 3) and (4 and 5). |
| `name` | string | Name of the SLA Policy. |
| `slaPolicyConditions` | [slaPolicyConditions[]](/docs/server-api-ticketing-sla-policy#sla-policy-condition-json-format) | Reference to SLA Policy Condition. |

### SLA Policy Condition JSON Format:

| Name | Type | Description |
| --- | --- | --- |
| `id` | guid | Id of the SLA Policy condition. |
| `slaPolicyId` | guid | Id of the SLA Policy which the condition belongs to. |
| `fieldName` | string | Name of the ticketing field you want to set value for. |
| `operator` | string | How value for this condition field is matched. Allowed values are "contains", "notContains", "is", "isNot", "isMoreThan", "isLessThan", "before", "after", "regularExpression", "isOneOf", "isNotIn". |
| `value` | string | Value of the condition field. |
| `order` | integer | Order of the condition. |

### Get the list of SLA Policies

`GET ticketing/slaPolicies`

- #### Parameters:

| Name | Type | in | Required | Description |
| --- | --- | --- | --- | --- |
| `include` | string | query | no | Allowed value is "slaPolicyCondition". |

- #### Response:

An array of [SLA Policy](/docs/server-api-ticketing-sla-policy#sla-policy-json-format)

- #### Example

Sample Request:

```
curl https://api11.comm100.io/v4/ticketing/slaPolicies \ 
    -X 'GET' \ 
    -H 'Authorization: Bearer {access_token}' \
```

Response:

HTTP/1.1 200 OK

```
{
  "slaPolicies": [
      {
          "id": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
          "isEnabled": true,
          "order": 1,
          "firstResponse": 1,
          "nextResponse": 2,
          "resolution": 3,
          "operationalHours": "BusinessHour",
          "conditionMetType": "all",
          "logicalExpression": "",
          "name": "Sla example",
          "slaPolicyConditions": [
              {
                  "id": "980cce41-58ae-43b2-8de8-37eea94da4a4",
                  "slaPolicyId": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
                  "fieldName": "{!Ticket.Status}",
                  "operator": "is",
                  "value": "resolved",
                  "order": 1
              }
          ]
      }
  ],
  "nextPage": null,
  "previousPage": null,
  "total": 1
}
```

### Get a single SLA Policy

`GET ticketing/slaPolicies/{id}`

- #### Parameters:

| Name | Type | in | Required | Description |
| --- | --- | --- | --- | --- |
| `include` | string | query | no | Allowed value is "slaPolicyCondition". |

- #### Response:

[SLA Policy](/docs/server-api-ticketing-sla-policy#sla-policy-json-format)

- #### Example

Sample Request:

```
curl https://api11.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648 \ 
    -X 'GET' \ 
    -H 'Authorization: Bearer {access_token}' \
```

Response:

HTTP/1.1 200 OK

```
{
  "id": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
  "isEnabled": true,
  "order": 1,
  "firstResponse": 1,
  "nextResponse": 2,
  "resolution": 3,
  "operationalHours": "BusinessHour",
  "conditionMetType": "all",
  "logicalExpression": "",
  "name": "Sla example",
  "slaPolicyConditions": [
      {
          "id": "980cce41-58ae-43b2-8de8-37eea94da4a4",
          "slaPolicyId": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
          "fieldName": "{!Ticket.Status}",
          "operator": "is",
          "value": "resolved",
          "order": 1
      }
  ]
}
```

### Create a new SLA Policy

`POST ticketing/slaPolicies`

- #### Parameters:

| Name | Type | in | Required | Description |
| --- | --- | --- | --- | --- |
| `isEnabled` | bool | body | yes | Whether SLA Policy is enabled or not. |
| `order` | integer | body | no | Order of the SLA Policy. |
| `firstResponse` | integer | body | yes | First response time of the SLA Policy. |
| `nextResponse` | integer | body | yes | Next response time of the SLA Policy. |
| `resolution` | integer | body | yes | Resolution time of the SLA Policy. |
| `operationalHours` | string | body | yes | Operating hours refer to the working hours of your company. Allowed values are "CalendarHour", "BusinessHour". |
| `conditionMetType` | string | body | yes | How conditions are matched. Allowed values are "any", "all", "logicalExpression". |
| `logicalExpression` | string | body | no | Logical expression to match the conditions i.e., (1 or 2 or 3) and (4 and 5). |
| `name` | string | body | yes | Name of the SLA Policy. |
| `slaPolicyConditions` | [slaPolicyConditions[]](/docs/server-api-ticketing-sla-policy#sla-policy-condition-json-format) | body | no | Condition of Sla policy. |

- #### Response:

[SLA Policy](/docs/server-api-ticketing-sla-policy#sla-policy-json-format)

- #### Example

Sample Request:

```
curl https://api11.comm100.io/v4/ticketing/slaPolicies \ 
    -X 'POST' \ 
    -H 'Authorization: Bearer {access_token}' \ 
    -H 'Content-Type: application/json' \ 
    -D '{"isEnabled":true,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}'
```

Response:

HTTP/1.1 201 Created

```
{
  "id": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
  "isEnabled": true,
  "order": 1,
  "firstResponse": 1,
  "nextResponse": 2,
  "resolution": 3,
  "operationalHours": "BusinessHour",
  "conditionMetType": "all",
  "logicalExpression": "",
  "name": "Sla example",
  "slaPolicyConditions": [
      {
          "id": "980cce41-58ae-43b2-8de8-37eea94da4a4",
          "slaPolicyId": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
          "fieldName": "{!Ticket.Status}",
          "operator": "is",
          "value": "resolved",
          "order": 1
      }
  ]
}
```

### Disable the SLA Policy

`POST ticketing/slaPolicies/{id}:disable`

- #### Parameters:

No Parameters

- #### Response:

[SLA Policy](/docs/server-api-ticketing-sla-policy#sla-policy-json-format)

- #### Example

Sample Request:

```
curl https://api11.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648:disable \ 
    -X 'POST' \ 
    -H 'Authorization: Bearer {access_token}' \
```

Response:

HTTP/1.1 200 OK

```
{
  "id": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
  "isEnabled": false,
  "order": 1,
  "firstResponse": 1,
  "nextResponse": 2,
  "resolution": 3,
  "operationalHours": "BusinessHour",
  "conditionMetType": "all",
  "logicalExpression": "",
  "name": "Sla example",
  "slaPolicyConditions": [
      {
          "id": "980cce41-58ae-43b2-8de8-37eea94da4a4",
          "slaPolicyId": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
          "fieldName": "{!Ticket.Status}",
          "operator": "is",
          "value": "resolved",
          "order": 1
      }
  ]
}
```

### Enable the SLA Policy

`POST ticketing/slaPolicies/{id}:enable`

- #### Parameters:

No Parameters

- #### Response:

[SLA Policy](/docs/server-api-ticketing-sla-policy#sla-policy-json-format)

- #### Example

Sample Request:

```
curl https://api11.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648:enable \ 
    -X 'POST' \ 
    -H 'Authorization: Bearer {access_token}' \
```

Response:

HTTP/1.1 200 OK

```
{
  "id": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
  "isEnabled": true,
  "order": 1,
  "firstResponse": 1,
  "nextResponse": 2,
  "resolution": 3,
  "operationalHours": "BusinessHour",
  "conditionMetType": "all",
  "logicalExpression": "",
  "name": "Sla example",
  "slaPolicyConditions": [
      {
          "id": "980cce41-58ae-43b2-8de8-37eea94da4a4",
          "slaPolicyId": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
          "fieldName": "{!Ticket.Status}",
          "operator": "is",
          "value": "resolved",
          "order": 1
      }
  ]
}
```

### Update the SLA Policy

`PUT ticketing/slaPolicies/{id}`

- #### Parameters:

| Name | Type | in | Required | Description |
| --- | --- | --- | --- | --- |
| `isEnabled` | bool | body | yes | Whether SLA Policy is enabled or not. |
| `order` | integer | body | no | Order of the SLA Policy. |
| `firstResponse` | integer | body | yes | First response time of the SLA Policy. |
| `nextResponse` | integer | body | yes | Next response time of the SLA Policy. |
| `resolution` | integer | body | yes | Resolution time of the SLA Policy. |
| `operationalHours` | string | body | yes | Operating hours refer to the working hours of your company. Allowed values are "CalendarHour", "BusinessHour". |
| `conditionMetType` | string | body | yes | How conditions are matched. Allowed values are "any", "all", "logicalExpression". |
| `logicalExpression` | string | body | no | Logical expression to match the conditions i.e., (1 or 2 or 3) and (4 and 5). |
| `name` | string | body | yes | Name of the SLA Policy. |
| `slaPolicyConditions` | [slaPolicyConditions[]](/docs/server-api-ticketing-sla-policy#sla-policy-condition-json-format) | body | no | Condition of Sla policy. |

- #### Response:

[SLA Policy](/docs/server-api-ticketing-sla-policy#sla-policy-json-format)

- #### Example

Sample Request:

```
curl https://api11.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648 \ 
    -X 'PUT' \ 
    -H 'Authorization: Bearer {access_token}' \ 
    -H 'Content-Type: application/json' \ 
    -D '{"isEnabled":true,"order":1,"firstResponse":1,"nextResponse":2,"resolution":3,"operationalHours":"BusinessHour","conditionMetType":"all","logicalExpression":"","name":"Sla example","slaPolicyConditions":[{"fieldName":"{!Ticket.Status}","operator":"is","value":"resolved","order":1}]}'
```

Response:

HTTP/1.1 200 OK

```
{
  "id": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
  "isEnabled": true,
  "order": 1,
  "firstResponse": 1,
  "nextResponse": 2,
  "resolution": 3,
  "operationalHours": "BusinessHour",
  "conditionMetType": "all",
  "logicalExpression": "",
  "name": "Sla example",
  "slaPolicyConditions": [
      {
          "id": "980cce41-58ae-43b2-8de8-37eea94da4a4",
          "slaPolicyId": "662ad4a7-0f87-4713-b9eb-4eae7c7fb648",
          "fieldName": "{!Ticket.Status}",
          "operator": "is",
          "value": "resolved",
          "order": 1
      }
  ]
}
```

### Remove the SLA Policy

`DELETE ticketing/slaPolicies/{id}`

- #### Parameters:

No Parameters

- #### Response:

No Content

- #### Example

Sample Request:

```
curl https://api11.comm100.io/v4/ticketing/slaPolicies/662ad4a7-0f87-4713-b9eb-4eae7c7fb648 \ 
    -X 'DELETE' \ 
    -H 'Authorization: Bearer {access_token}' \
```

Response:

HTTP/1.1 204 No Content