Sla
Rules order
Stores the order in which SLA rules are evaluated (first match wins) from the rule ids passed in the intended order; ids that are unknown, deleted or belong to the default rule are skipped silently and the default rule always evaluates last, so pass every non-default rule id, because a rule left out of the list keeps its old position and ends up somewhere the request does not determine. Existing tickets are not re-evaluated: each keeps the rule and the deadlines already stamped on it until it is next updated.
PUT
/api/{tenant:minlength(2)}/v{version:apiVersion}/sla/rules_order
Request arguments
| Name | Type | Source |
|---|---|---|
| orderedIds | Int32[] | Body |
Request body example
Response
Response body example
DTO_sla_rule
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| groups | DTO_reference[] | Groups the rule applies to. Empty = any group. | |
| priorities | DTO_reference[] | Priorities the rule applies to. Empty = any priority. | |
| business_schedule | DTO_reference | The business-hours schedule the targets are counted in. Null = calendar hours (24/7). | |
| created_by | DTO_reference_user | ReadOnly | Created by |
| last_updated_by | DTO_reference_user | ReadOnly | Last updated by |
| id | Int32 | ReadOnly | Leave empty when creating |
| name | String | Name | |
| lexo_rank | String | ReadOnly | Lexo rank |
| enabled | Boolean | Off rules never match any ticket | |
| is_default | Boolean | ReadOnly | The workspace catch-all rule: always evaluated last, cannot be deleted and takes no conditions. With both targets empty it means "no SLA for everything else". |
| first_reply_minutes | Int32 (nullable) | Minutes until the first response is due. Null = no first-response target. Counted inside the schedule's open hours when one is set. | |
| resolution_minutes | Int32 (nullable) | Minutes until the ticket must be resolved. Null = no resolution target. This clock pauses while the ticket waits on the customer (see the pause statuses). | |
| created | DateTime | ReadOnly | Created |
| last_updated | DateTime | ReadOnly | Last updated |
DTO_reference
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| id | Int32 | The id of the reference | |
| label | Object | ReadOnly | Name/Label from referenced object. |
DTO_reference_user
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| profile_pic | String | ReadOnly | Profile pic |
| String | ReadOnly | ||
| id | Int32 | Id | |
| label | Object | ReadOnly | Label |
Generated Aug 4, 2026 18:37