SLA Policies

SLA policies define response and resolution time targets for tickets based on conditions and priority.

The SLA policy object

Attribute	Type	Description
id	string	Unique identifier
name	string	Policy name (max 100 characters)
description	string | null	Policy description (max 500 characters)
isActive	boolean	Whether the policy is active
timeMode	string	businessHours or calendarHours
conditions	array	Matching conditions (see below)
targets	object	Time targets by priority (see below)
position	integer	Evaluation order
createdAt	string	Creation time (ISO 8601 UTC)

Conditions

[
  { "field": "priority", "operator": "is", "value": "urgent" },
  { "field": "tags", "operator": "contains_any", "value": ["vip"] }
]

Field	Operators
priority	is, is_not
type	is, is_not
status	is, is_not
tags	contains_any
assignee_id	is, is_not, is_set, is_not_set
requester_domain	is, is_not
customField:*	is, is_not, is_set, is_not_set, contains_any

Targets

{
  "firstReply": { "urgent": 30, "high": 60, "normal": 240, "low": 480 },
  "nextReply": { "urgent": 30, "high": 120, "normal": 480, "low": 1440 },
  "resolution": { "urgent": 240, "high": 480, "normal": 1440, "low": 2880 }
}

Values are in minutes (minimum 1).

List SLA policies

GET /helpdesk/api/sla-policies

Create an SLA policy

POST /helpdesk/api/sla-policies

Requires admin role.

Update an SLA policy

PUT /helpdesk/api/sla-policies/:policyId

Delete an SLA policy

DELETE /helpdesk/api/sla-policies/:policyId

Reorder policies

PUT /helpdesk/api/sla-policies/reorder

{ "orderedIds": ["sla_1", "sla_2", "sla_3"] }

Test a policy

POST /helpdesk/api/sla-policies/test

Test which policy would match a sample ticket.

Get SLA state for a ticket

GET /helpdesk/api/sla-policies/ticket/:ticketId

Returns the current SLA status, deadlines, and breach state for the ticket.

Recompute SLA

POST /helpdesk/api/sla-policies/recompute

Recalculates SLA for all open tickets based on current policy definitions.