SLAPolicies

Query, Create and Update SLAPolicies table

Table Specific Information

Note: Only users with admin privileges can access the following Table.

Following is an example to select all entries from SLAPolicies table:

SELECT * FROM SLAPolicies

You can also select a specific entry from SLAPolicies table:

SELECT * FROM SLAPolicies WHERE Id = 100


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Business hour ID.
active	Boolean	False	True if the SLA policy is active.
Description	String	False	Description of the business hour.
IsDefault	Boolean	False	True if this is the default business hour.
Name	String	False	Name of the business hour.
Position	Int	False	Denotes the order of the SLA policy. If you have configured multiple SLA policies, the first one with matching conditions will be applied to a ticket.
SLATarget	String	False	Key value pair containing the object and the array of object IDs denoting the priorities and the applicable conditions. 'priority_4' - urgent, 'priority_3' - high, 'priority_2' - medium, 'priority_1' - low is mandatory and needs to be passed in the same order.
ApplicableTo	String	False	Key value pair containing the 'company_ids', 'group_ids', 'sources', 'ticket_types', 'product_ids' denoting the conditions based on which the SLA policy is to be applied. One of them is mandatory
Escalation	String	False	Nested collection of key value pairs containing the 'response' and 'resolution' denoting who to escalate to and when. One of them is mandatory
CreatedAt	Datetime	True	Creation timestamp.
UpdatedAt	Datetime	True	Updated timestamp.