Service Level Agreements

Name	Type	Mandatory	Description
propositions	Propositions

Name	Type	Description
field	string	The field should be out of fields given by Definitions resource
operator	string	The operator should also belong to the defined one for a Definitions field
value	mixed

Name	Type	Description
priority	Priority
type	string	`FIRST_REPLY_TIME`, `NEXT_REPLY_TIME`, `RESOLUTION_TIME`
goal_in_seconds	integer
operational_hours	string	`BUSINESS_HOURS`, `CALENDAR_HOURS`

Retrieve all SLAs

GET /api/v1/slas.json

Information

Allowed for	Admins & Owners
Scope	configuration
Ordered by	updated_at (descending)

Response

    {
        "status": 200,
        "data": [
            {
    "id": 2,

    "title": "High priority sales and support tickets",
    "description": null,
    "execution_order": 2,
    "predicate_collections": [
        {
            "id": 4,
            "propositions": [
                {
    "id": 1,

    "resource_type": "sla_proposition"
}
            ],
            "resource_type": "predicate_collection"
        }
    ],
    "targets": [
        {
    "id": 10,

    "resource_type": "sla_target"
}
    ],
    "is_enabled": true,
    "is_deleted": false,
    "created_at": "2015-07-31T05:18:50+05:00",
    "updated_at": "2015-07-31T05:18:50+05:00",

    "resource_type": "sla"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/slas/2"

}

        ],
        "resource": "sla",
        "offset": 0,
        "limit": 10,
        "total_count": 1
    }

Retrieve an SLA

GET /api/v1/slas/:id.json

Information

Allowed for	Admins & Owners
Scope	configuration

Response

    {
        "status": 200,
        "data": {
    "id": 2,

    "title": "High priority sales and support tickets",
    "description": null,
    "execution_order": 2,
    "predicate_collections": [
        {
            "id": 4,
            "propositions": [
                {
    "id": 1,

    "resource_type": "sla_proposition"
}
            ],
            "resource_type": "predicate_collection"
        }
    ],
    "targets": [
        {
    "id": 10,

    "resource_type": "sla_target"
}
    ],
    "is_enabled": true,
    "is_deleted": false,
    "created_at": "2015-07-31T05:18:50+05:00",
    "updated_at": "2015-07-31T05:18:50+05:00",

    "resource_type": "sla"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/slas/2"

}
,
        "resource": "sla"
    }

Add an SLA

POST /api/v1/slas.json

Information

Allowed for	Admins & Owners
Scope	configuration

Parameters

Name	Type	Description
title	string
description	string
is_enabled	boolean
predicate_collections[]	array	Fetch the definition at first to get field, operator and available values. There can be multiple collections and a collection can have multiple propositions. Collections are evaluated with AND operator and Propositions are evaluated with OR operator. Example: `[{"propositions":[{"field":"cases.casestatusid", "operator":"comparison_equalto", "value":1}, {"field":"cases.channeltype", "operator":"comparison_equalto", "value":"MAIL"}]}]`
targets[]	array	Properties that are required to define a target are priority_id, type, goal_in_seconds, operational_hours described as below priority_id: integer, can be `null` for No priority target type: string, `FIRST_REPLY_TIME`, `NEXT_REPLY_TIME`, `RESOLUTION_TIME` goal_in_seconds: integer operational_hours: string, `BUSINESS_HOURS`, `CALENDAR_HOURS` Example: `targets[] = {"priority_id": null, "type": "FIRST_REPLY_TIME", "goal_in_seconds": 16200, "operational_hours": "BUSINESS_HOURS"}` `targets[] = {"priority_id": null, "type": "RESOLUTION_TIME", "goal_in_seconds": 16200, "operational_hours": "CALENDAR_HOURS"}`

Response

    {
        "status": 201,
        "data": {
    "id": 2,

    "title": "High priority sales and support tickets",
    "description": null,
    "execution_order": 2,
    "predicate_collections": [
        {
            "id": 4,
            "propositions": [
                {
    "id": 1,

    "resource_type": "sla_proposition"
}
            ],
            "resource_type": "predicate_collection"
        }
    ],
    "targets": [
        {
    "id": 10,

    "resource_type": "sla_target"
}
    ],
    "is_enabled": true,
    "is_deleted": false,
    "created_at": "2015-07-31T05:18:50+05:00",
    "updated_at": "2015-07-31T05:18:50+05:00",

    "resource_type": "sla"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/slas/2"

}
,
        "resource": "sla"
    }

Update an SLA

PUT /api/v1/slas/:id.json

Information

Allowed for	Admins & Owners
Scope	configuration

Parameters

Name	Type	Description
title	string
description	string
predicate_collections[]	array	Example: `[{"id":1, "propositions":[{"id":1, "field":"cases.casestatusid", "operator":"comparison_equalto", "value":1}, {"id":2, "field":"cases.channeltype", "operator":"comparison_equalto", "value":"MAIL"}, {"id":null, "field":"cases.casepriorityid", "operator":"comparison_equalto", "value":1}]}]`
targets[]	array	Existing targets are replaced by given filters. Make sure you send all targets during update same as add. Example: `targets[] = {"id": 1, "priority_id": null, "type": "FIRST_REPLY_TIME", "goal_in_seconds": 19800, "operational_hours": "BUSINESS_HOURS"}` `targets[] = {"id": null, "priority_id": 1, "type": "RESOLUTION_TIME", "goal_in_seconds": 14400, "operational_hours": "CALENDAR_HOURS"}`
is_enabled	boolean

Response

    {
        "status": 200,
        "data": {
    "id": 2,

    "title": "High priority sales and support tickets",
    "description": null,
    "execution_order": 2,
    "predicate_collections": [
        {
            "id": 4,
            "propositions": [
                {
    "id": 1,

    "resource_type": "sla_proposition"
}
            ],
            "resource_type": "predicate_collection"
        }
    ],
    "targets": [
        {
    "id": 10,

    "resource_type": "sla_target"
}
    ],
    "is_enabled": true,
    "is_deleted": false,
    "created_at": "2015-07-31T05:18:50+05:00",
    "updated_at": "2015-07-31T05:18:50+05:00",

    "resource_type": "sla"

    ,"resource_url": "https://brewfictus.kayako.com/api/v1/slas/2"

}
,
        "resource": "sla"
    }

Update SLAs

PUT /api/v1/slas.json

Information

Allowed for	Admins & Owners
Scope	configuration

Arguments

Name	Type	Mandatory	Description
ids	string

Parameters

Name	Type	Mandatory	Description
is_enabled	boolean

Response

{
    "status": 200,
    "total_count": 2
}

Reorder SLAs

PUT /api/v1/slas/reorder.json

Information

Allowed for	Admins & Owners
Scope	configuration

Parameters

Name	Type	Mandatory	Description
sla_ids	string		Comma separated SLA IDs in order you want. Example: sla_ids = 2,3,1 will set the first order for SLA Id 2, second for 3 and third for ID 1

Response

{
    "status": 200,
}

Delete an SLA

DELETE /api/v1/slas/:id.json

Information

Allowed for	Admins & Owners
Scope	configuration

Response

{
    "status": 200
}

Delete SLAs

DELETE /api/v1/slas.json

Information

Allowed for	Admins & Owners
Scope	configuration

Arguments

Name	Type	Mandatory	Description
ids	string		The comma separated ids

Response

{
    "status": 200,
    "total_count": 2
}

Definitions

RESOURCE FIELDS

Name	Type	Description
label	string
field	string	Field name on which the rules will be applied
type	string	`NUMERIC`, `FLOAT`, `STRING`, `BOOLEAN`, `COLLECTION`, `DATE_ABSOLUTE`, `DATE_RELATIVE`, `TIME`
sub_type	string	Depends on type: `NUMERIC`: `FLOAT`, `INTEGER` `DATE_RELATIVE`: `PAST`, `PAST_OR_PRESENT`, `PRESENT`, `PAST_OR_FUTURE`, `FUTURE`
group	string	`CASES`, `REQUESTER`, `ORGANIZATION`, `SLA`
rarity	string	`COMMON`, `LESS_COMMON`
description	string	Field description
input_type	string	`INTEGER`, `FLOAT`, `STRING`, `BOOLEAN`, `BOOLEAN_TRUE`, `BOOLEAN_FALSE`, `OPTIONS`, `MULTIPLE`, `TAGS`, `DATE_ABSOLUTE`, `DATE_RELATIVE`, `AUTOCOMPLETE`, `TIME`
operators	array	Depends on input_type: `INTEGER`, `FLOAT`: `comparison_equalto`, `comparison_not_equalto`, `comparison_greaterthan`, `comparison_greaterthan_or_equalto`, `comparison_lessthan`, `comparison_lessthan_or_equalto` `STRING`: `string_contains_insensitive`, `string_does_not_contain_insensitive` `BOOLEAN`: `comparison_equalto`, `comparison_not_equalto` `BOOLEAN_TRUE`: `comparison_equalto` `BOOLEAN_FALSE`: `comparison_equalto` `OPTIONS`: `comparison_equalto`, `comparison_not_equalto` `TAGS`: `collection_contains_insensitive`, `collection_contains_any_insensitive` `AUTOCOMPLETE`: `comparison_equalto`, `comparison_not_equalto` `TIME`: `time_greaterthan`, `time_greaterthan_or_equalto`, `time_lessthan`, `time_lessthan_or_equalto` `DATE_ABSOLUTE`: `date_is`, `date_is_not` `DATE_RELATIVE`: `date_after`, `date_after_or_on`, `date_before`, `date_before_or_on`
values	mixed	Values for a definition with input_type as AUTOCOMPLETE will not be provided by the server

Retrieve all definitions

GET /api/v1/slas/definitions.json

Information

Allowed for	Admins & Owners
Scope	configuration

Response

    {
        "status": 200,
        "data": [
            {
                "label": "Type",
                "field": "cases.casetypeid",
                "type": "NUMERIC",
                "sub_type": "INTEGER",
                "group": "CASES",
                "rarity": "COMMON",
                "description": "Conversation type",
                "input_type": "OPTIONS",
                "operators": [
                    "comparison_equalto",
                    "comparison_not_equalto"
                ],
                "values": {
                    "0": "none",
                    "4": "Incident",
                    "3": "Problem",
                    "1": "Question",
                    "2": "Task"
                },
                "resource_type": "definition"
            },
            {
                "label": "Team",
                "field": "cases.assigneeteamid",
                "type": "NUMERIC",
                "sub_type": "INTEGER",
                "group": "CASES",
                "rarity": "COMMON",
                "description": "Team assigned to conversation",
                "input_type": "OPTIONS",
                "operators": [
                    "comparison_equalto",
                    "comparison_not_equalto"
                ],
                "values": {
                    "0": "(Unassigned)",
                    "1": "General"
                },
                "resource_type": "definition"
            },
            {
                "label": "Assignee",
                "field": "cases.assigneeagentid",
                "type": "NUMERIC",
                "sub_type": "INTEGER",
                "group": "CASES",
                "rarity": "COMMON",
                "description": "Agent assigned to conversation",
                "input_type": "AUTOCOMPLETE",
                "operators": [
                    "comparison_equalto",
                    "comparison_not_equalto"
                ],
                "values": {
                    "0": "(Unassigned)",
                    "(requester)": "(Requester)"
                },
                "resource_type": "definition"
            },
            {
                "label": "Requester",
                "field": "cases.requesterid",
                "type": "NUMERIC",
                "sub_type": "INTEGER",
                "group": "CASES",
                "rarity": "COMMON",
                "description": "Requester of the conversation",
                "input_type": "AUTOCOMPLETE",
                "operators": [
                    "comparison_equalto",
                    "comparison_not_equalto"
                ],
                "values": {
                    "(assignee)": "(Assignee)"
                },
                "resource_type": "definition"
            },
            {
                "label": "Tags",
                "field": "tags.name",
                "type": "COLLECTION",
                "sub_type": "",
                "group": "CASES",
                "rarity": "COMMON",
                "description": "Tags added to conversation",
                "input_type": "TAGS",
                "operators": [
                    "collection_contains_insensitive",
                    "collection_contains_any_insensitive",
                    "collection_does_not_contain_insensitive"
                ],
                "values": null,
                "resource_type": "definition"
            },
            {
                "label": "Organization",
                "field": "users.organizationid",
                "type": "NUMERIC",
                "sub_type": "INTEGER",
                "group": "CASES",
                "rarity": "COMMON",
                "description": "Requester's organization",
                "input_type": "AUTOCOMPLETE",
                "operators": [
                    "comparison_equalto",
                    "comparison_not_equalto"
                ],
                "values": null,
                "resource_type": "definition"
            },
            {
                "label": "Source Channel",
                "field": "cases.channel",
                "type": "STRING",
                "sub_type": "",
                "group": "CASES",
                "rarity": "COMMON",
                "description": "Channel over which the conversation was started",
                "input_type": "OPTIONS",
                "operators": [
                    "comparison_equalto",
                    "comparison_not_equalto"
                ],
                "values": {
                    "MAIL": "Mail",
                    "MESSENGER": "Messenger",
                    "FACEBOOK": "Facebook",
                    "TWITTER": "Twitter",
                    "NOTE": "Note",
                    "HELPCENTER": "Helpcenter"
                },
                "resource_type": "definition"
            },
            {
                "label": "Brand",
                "field": "cases.brandid",
                "type": "NUMERIC",
                "sub_type": "INTEGER",
                "group": "CASES",
                "rarity": "COMMON",
                "description": "Brand to which conversation belongs",
                "input_type": "OPTIONS",
                "operators": [
                    "comparison_equalto",
                    "comparison_not_equalto"
                ],
                "values": {
                    "1": "Brewfictus"
                },
                "resource_type": "definition"
            },
            {
                "label": "Form",
                "field": "cases.caseformid",
                "type": "NUMERIC",
                "sub_type": "INTEGER",
                "group": "CASES",
                "rarity": "COMMON",
                "description": "Form linked to conversation",
                "input_type": "OPTIONS",
                "operators": [
                    "comparison_equalto",
                    "comparison_not_equalto"
                ],
                "values": {
                    "0": "none",
                    "1": "Default"
                },
                "resource_type": "definition"
            }
        ],
        "resource": "definition",
        "total_count": 9
    }

Autocomplete

Name	Type	Description
users.organizationid	Organization
cases.requesterid	User
cases.assigneeagentid	User	`Filter by multiple comma separated values`OWNERS`,`ADMINS`,`AGENTS`,`COLLABORATORS`

Version	1.0
Last Updated	July 04, 2016

Resource Fields

Collections

RESOURCE FIELDS

Propositions

RESOURCE FIELDS

Targets

RESOURCE FIELDS

Metadata

Actions

Retrieve all SLAs

Information

Response

Retrieve an SLA

Information

Response

Add an SLA

Information

Parameters

Response

Update an SLA

Information

Parameters

Response

Update SLAs

Information

Arguments

Parameters

Response

Reorder SLAs

Information

Parameters

Response

Delete an SLA

Information

Response

Delete SLAs

Information

Arguments

Response

Definitions

RESOURCE FIELDS

Retrieve all definitions

Information

Response

Autocomplete

Autocomplete