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inputServiceLevelAgreementInput

Fields

firstResponseTimeMinutes
Int

Set this to configure the first response time SLA.

nextResponseTimeMinutes
Int

Set this to configure an SLA for next responses.

firstResolutionTimeMinutes
Int

Set this to configure a first-resolution-time SLA. The clock starts when the thread arrives and the SLA is met when the thread is first marked Done.

totalResolutionTimeMinutes
Int

Set this to configure a total-resolution-time SLA. The clock starts when the thread arrives and continues across reopenings until the thread is marked Done.

pauseOnStatusDetailTypes
[ServiceLevelAgreementPauseStatusDetailType!]

The thread status details that pause the resolution-time clock. Only valid with firstResolutionTimeMinutes or totalResolutionTimeMinutes. Defaults to [WAITING_FOR_CUSTOMER]. Pass an empty array to keep the clock running.

threadPriorityFilter
[Int!]

This SLA can only be applied to a thread if it has one of these priority values. If not provided, it defaults to all priorities (0, 1, 2 and 3).

threadLabelTypeIdFilter
ServiceLevelAgreementThreadLabelTypeIdFilterInput

This SLA can only be applied to a thread if it has one or all of these label types. If not provided, the filter is not applied.

useBusinessHoursOnly
Boolean
deprecated

If true, the SLA will only be tracked during your workspace's business hours. If false, the SLA will be tracked 24/7. Deprecated — use businessHoursScheduleIds instead.

Use businessHoursScheduleIds to specify which business hours are linked to this SLA.
businessHoursScheduleIds
[ID!]

The business hours schedules to track this SLA against. Replaces useBusinessHoursOnly. Pass an empty array for the SLA to be tracked 24/7.

breachActions
[BreachActionInput!]!
required

The actions to take when the SLA is about to breach and when it breaches.