v1

latestOpenAPI 3.1.0Serval License2026-07-26202952779.1 KB

SLA API

Create SLA Definition

Create an SLA definition for a team. SLA definitions specify target resolution times, business hours schedules, and auto-attachment criteria.

post/v2/teams/{team_id}/sla-definitions

Path parameters

team_idstring required

Request body

namestring

descriptionstring nullable

targetDurationSecondsinteger

useCalendarTimeboolean

scheduleIdstring nullable

startingPoint'SLA_STARTING_POINT_UNSPECIFIED' | 'SLA_STARTING_POINT_FROM_ATTACHMENT' | 'SLA_STARTING_POINT_FROM_CREATION'

SlaStartingPoint controls when the SLA clock starts counting for auto-attached SLAs. Milestone-dependent starting points (e.g. "after escalation") are intentionally not modeled here — express them via attachment criteria (e.g. ticket.escalation_level = human) combined with FROM_ATTACHMENT.

metric'SLA_METRIC_UNSPECIFIED' | 'SLA_METRIC_RESOLUTION' | 'SLA_METRIC_FIRST_RESPONSE'

SlaMetric identifies what an SLA measures (i.e., what stops the clock). New metrics are added by extending this enum and registering a metric handler in backend/services/svhelp/src/internal/state/ticket/rule/sla/metric.

Response

Success