Affected SLAs API

• List affected SLAs
• Get a single affected SLA
• Fields

List affected SLAs

List all affected SLAs for an account:

GET /affected_slas

Response

status: 200 OK

[
  {
    "stopped_clock_at": null,
    "service_instance": {
      "name": "New York Network",
      "id": 73
    },
    "created_at": "2016-03-14T03:00:11-06:00",
    "started_at": "2016-03-14T03:00:11-06:00",
    "support_hours": {
      "name": "24x7 (Monday through Sunday)",
      "id": 29
    },
    "downtime_start_at": null,
    "actual_response_at": "2016-03-14T03:00:11-06:00",
    "actual_resolution_duration": 0,
    "updated_at": "2016-03-14T03:14:11-06:00",
    "supplier": null,
    "stopped_clock_duration": 0,
    "resolution_target_at": "2016-03-14T13:00:11-06:00",
    "actual_response_duration": 0,
    "support_team": {
      "name": "Operations",
      "id": 11
    },
    "response_target_at": "2016-03-14T04:00:11-06:00",
    "id": 214,
    "request": {
      "account": {
        "name": "Widget North America",
        "id": "wna"
      },
      "id": 70473,
      "subject": "Windows password reset required"
    },
    "downtime_duration": null,
    "downtime_end_at": null,
    "accountability": "supplier",
    "time_zone": "Central Time (US & Canada)",
    "sla": {
      "name": "End-User Network Connectivity for Widget North America, HQ (New York)",
      "id": 34
    },
    "impact": "medium",
    "service_hours": null,
    "maximum_response_duration": 60,
    "maximum_resolution_duration": 600,
    "actual_resolution_at": "2016-03-14T03:00:11-06:00",
    "first_line_team": null,
    "standard_service_request": null
  },
  "..."
]

The response contains these fields by default. Filtering and pagination are available to reduce/limit the collection of affected SLAs.

Collection Fields

By default all fields will appear in collections of affected SLAs.

Filtering

Filtering is available for the following fields:

id request sla service_instance next_target_at created_at updated_at

Sorting

By default a collection of affected SLAs is sorted descending by id.

The following fields are accepted by the ?sort= parameter:

id request sla service_instance

Get a single affected SLA

GET /affected_slas/:id

Response

status: 200 OK

{
  "stopped_clock_at": null,
  "service_instance": {
    "name": "Expense Reporting Production",
    "id": 63
  },
  "created_at": "2016-03-29T07:22:00-05:00",
  "started_at": "2016-03-29T07:22:00-05:00",
  "desired_completion_at": null,
  "next_target": "no_target",
  "support_hours": {
    "name": "24x6 (Monday through Saturday)",
    "id": 33
  },
  "downtime_start_at": "2016-03-29T05:42:00-05:00",
  "actual_response_at": "2016-03-29T07:22:00-05:00",
  "actual_resolution_duration": 1635,
  "updated_at": "2016-03-14T03:13:51-06:00",
  "supplier": null,
  "stopped_clock_duration": 0,
  "resolution_target_at": "2016-03-29T11:22:00-05:00",
  "actual_response_duration": 0,
  "support_team": {
    "name": "Application Development",
    "id": 7
  },
  "response_target_at": "2016-03-29T07:52:00-05:00",
  "id": 2,
  "request": {
    "id": 70231,
    "subject": "Expense Reporting is down"
  },
  "downtime_duration": 2747,
  "downtime_end_at": "2016-03-31T10:29:00-05:00",
  "accountability": "provider",
  "time_zone": "Central Time (US & Canada)",
  "sla": {
    "name": "Standard Expense Reporting for Widget Data Center",
    "id": 104
  },
  "impact": "top",
  "service_hours": {
    "name": "24x7 except Sunday 5:00am until Noon",
    "id": 30
  },
  "maximum_response_duration": 30,
  "maximum_resolution_duration": 240,
  "actual_resolution_at": "2016-03-31T10:37:00-05:00",
  "first_line_team": null,
  "standard_service_request": null
}

The response contains these fields.

Fields

accountability

Optional enum — The Accountability field is set to provider when the service instance of the affected SLA is the same as the service instance of the request to which the affected SLA is linked. It is set to supplier when the service instance of the request is situated lower in the service hierarchy than the service instance of the affected SLA. It is set to sla_not_affected when the provider of the service instance that is linked to the affected SLA no longer has a responsibility for completing the request. Valid values are:

• provider: Provider
• supplier: Supplier
• sla_not_affected: SLA Not Affected

actual_resolution_at

Readonly datetime — The current date and time is filled out in the Actual resolution field when the status of the request has been set to “Completed”.

actual_resolution_duration

Readonly integer — The Actual resolution duration field value is automatically calculated using the date and time in the Started field, the date and time in the Actual resolution field, and the calendar selected in the Support hours field of the affected SLA.

actual_response_at

Readonly datetime — The Actual response field is empty when the service instance (SI) that is selected in the request is the same as the related SI, and the request has not yet been saved with one of the following status values since this SI was linked to it:

actual_response_duration

Readonly integer — The Actual response duration field value is automatically calculated using the date and time in the Started field, the date and time in the Actual response field, and the calendar selected in the Support hours field of the affected SLA.

created_at

Readonly datetime — The date and time at which the affected SLA was created.

desired_completion_at

Readonly datetime — The Desired completion field is the desired completion of the request that the affected SLA is linked to.

downtime_duration

Readonly integer — The Downtime duration field value is automatically calculated using the date and time in the Downtime start field, the date and time in the Downtime end field, and the calendar selected in the Service hours field of the affected SLA.

downtime_end_at

Readonly datetime — The Downtime end field is automatically set to the value in the Downtime end field of the request to which the affected SLA is linked.

downtime_start_at

Readonly datetime — The Downtime start field is automatically set to the value in the Downtime start field of the request to which the affected SLA is linked.

first_line_team

Readonly reference to Team — The First line team field is automatically set to the team that, at the time the affected SLA was created, was selected in the First line team field of the related service instance.

id

Readonly integer — The unique ID of the affected SLA.

impact

Readonly enum — The Impact field is automatically set to the impact selected in the request, provided that the service instance (SI) that is selected in the request is the same as the related SI. Valid values are:

• low: Low - Service Degraded for One User
• medium: Medium - Service Down for One User
• high: High - Service Degraded for Several Users
• top: Top - Service Down for Several Users

maximum_resolution_duration

Readonly integer — The Maximum resolution duration field is automatically set to the number of minutes that were specified, at the time the impact level was assigned to the affected SLA, in the Resolution target field for this impact level in the service offering of the related service level agreement.

maximum_resolution_duration_in_days

Readonly integer — The Maximum resolution duration in days field is automatically set to the number of business days that were specified, at the time the impact level was assigned to the affected SLA, in the Resolution target field for this impact level in the service offering of the related service level agreement.

maximum_response_duration

Readonly integer — The Maximum response duration field is automatically set to the number of minutes that were specified, at the time the impact level was assigned to the affected SLA, in the Response target field for this impact level in the service offering of the related service level agreement.

maximum_response_duration_in_days

Readonly integer — The Maximum response duration in days field is automatically set to the number of business days that were specified, at the time the impact level was assigned to the affected SLA, in the Response target field for this impact level in the service offering of the related service level agreement.

next_target_at

Readonly datetime — The Next target field value is empty when the Accountability field is set to sla_not_affected or when the Actual resolution field contains a value. It is set to clock_stopped when the clock has been stopped for the affected SLA. The next target equals the response target when a response target exists and the Actual response field is still empty. Otherwise, the next target equals the desired completion when a desired completion exists and a resolution target exists and the desired completion is greater than the resolution target. Otherwise the next target is the resolution target when a resolution target exists. In all other cases, the next target is best_effort.

provider_not_accountable

Readonly boolean — The Provider not accountable field value is automatically set to true when the provider currently indicates not to be accountable.

provider_was_not_accountable

Readonly boolean — The Provider was not accountable field value is automatically set to true when the provider has at any point in time indicated not to be accountable.

request

Readonly reference to Request — The Request field is automatically set to the request for which the affected SLA was generated.

resolution_target_at

Readonly datetime — The Resolution target field value is automatically calculated using the date and time in the Started field, the value in Maximum resolution duration field, and the calendar selected in the Support hours field of the affected SLA.

response_target_at

Readonly datetime — The Response target field value is automatically calculated using the date and time in the Started field, the value in the Maximum response duration field, and the calendar selected in the Support hours field of the affected SLA.

service_hours

Readonly reference to Calendar — If the impact of the affected SLA is “Top - Service Down for Several Users”, the Service hours field is automatically set to the service hours calendar of the service offering of the related service level agreement.

service_instance

Readonly reference to Service Instance — The Service instance field is automatically set to the Service Instance that, at the time the affected SLA was created, was selected in the Service instance field of the related service level agreement.

sla

Readonly reference to Service Level Agreement — The Service level agreement field is automatically set to the service level agreement that is considered affected.

standard_service_request

Readonly reference to Standard Service Request — The Standard service request field is automatically set to the standard service request that is linked to the service offering of the service level agreement and which response and resolution targets were used to calculate the response_target_at and resolution_target_at for the affected SLA.

started_at

Readonly datetime — The date and time at which the clock was started for the calculation of the affected SLA’s response and resolution targets and durations.

stopped_clock_at

Readonly datetime — The date and time at which the clock was stopped for the calculation of the affected SLA’s response and resolution durations.

stopped_clock_duration

Readonly integer, default: 0 — The Stopped clock duration field value is automatically calculated using the date and time at which the clock was stopped, the date and time at which the clock was started again, the calendar selected in the Support hours field of the affected SLA, and the previous value to which this field was set.

supplier

Readonly reference to Organization — The Supplier field is automatically set to the Organization that, at the time the affected SLA was created, was selected in the Service provider field of the related service instance. This field is only filled out, however, if this service provider is an external organization.

support_hours

Readonly reference to Calendar — The Support hours field is automatically set to the support hours Calendar that was selected for the impact level specified above in the service offering of the related service level agreement.

support_team

Readonly reference to Team — The Support team field is automatically set to the team that, at the time the affected SLA was created, was selected in the Support team field of the related service instance.

time_zone

Readonly time_zone — The Time zone field is automatically set to the value that was specified, at the time the affected SLA was created, in the service offering of the related service level agreement.

updated_at

Readonly datetime — The date and time of the last update of the affected SLA. If the affected SLA has no updates it contains the created_at value.