Service-Level Agreements (SLA)

TIP

SLAs depend on Zammad's calendars.

List

Required permission: admin.sla

GET-Request sent: /api/v1/slas

Show response

Response:

// HTTP-Code 200 OK

[
  {
    "id": 2,
    "calendar_id": 1,
    "name": "new sla",
    "first_response_time": 120,
    "response_time": null,
    "update_time": 120,
    "solution_time": 120,
    "condition": {
      "ticket.state_id": {
        "operator": "is",
        "value": "2"
      }
    },
    "updated_by_id": 3,
    "created_by_id": 3,
    "created_at": "2021-11-10T12:54:39.368Z",
    "updated_at": "2021-11-10T12:54:39.368Z"
  }
]

Show

Required permission: admin.sla

GET-Request sent: /api/v1/slas/{id}

Show response

// HTTP-Code 200 OK

{
  "id": 2,
  "calendar_id": 1,
  "name": "new sla",
  "first_response_time": 120,
  "response_time": null,
  "update_time": 120,
  "solution_time": 120,
  "condition": {
    "ticket.state_id": {
      "operator": "is",
      "value": "2"
    }
  },
  "updated_by_id": 3,
  "created_by_id": 3,
  "created_at": "2021-11-10T12:54:39.368Z",
  "updated_at": "2021-11-10T12:54:39.368Z"
}

Create

Required permission: admin.sla

POST-Request sent: /api/v1/slas

Details

{
  "name": "new sla",
  "first_response_time": "120",
  "response_time": "",
  "update_time": "120",
  "solution_time": "120",
  "condition": {
    "ticket.state_id": {
      "operator": "is",
      "value": "2"
    }
  },
  "calendar_id": "1"
}

Update

Required permission: admin.sla

PUT-Request sent: /api/v1/slas/{id}

Show request/response

{
  "name": "update sla",
  "first_response_time": "120",
  "response_time": "",
  "update_time": "120",
  "solution_time": "120",
  "condition": {
    "ticket.state_id": {
      "operator": "is",
      "value": "2"
    }
  },
  "calendar_id": "1",
  "id": 2
}

Delete

Required permission: admin.sla

DELETE-Request sent: /api/v1/slas/{id}

DANGER

This is a permanent removal!

Please note that removing SLA configurations cannot be undone.

Show response

Response:

// HTTP-Code 200 OK

{}