SLA: SLA Definition
The SLA entity: Service Level Agreement policy defining response and resolution time targets by priority level for IT tickets.
SLA definition shipped with DemandFlow. Administrators can add, remove, rename, or re-type fields, change which ones are required, and alter the layout from the Definitions screen in Settings. Your tenant's current schema may differ from what is shown here. To read the current definition at any time, GET the DEFINITION object whose id matches SLA.Entity properties
| Property | Value |
|---|---|
| Entity code | SLA |
| Display name | SLA Definition |
| Plural | SLA Definitions |
| Level | 51000 |
Use cases
SLA defines measurable targets for ticket response and resolution times, broken down by priority level (P1-P4). Each SLA has a scope (which ticket types it applies to, support hours, timezone). The Priority Targets panel uses separate numeric fields for response and resolution minutes per priority level, enabling straightforward SLA calculation logic.
Escalation Rules define warning thresholds and breach actions. SUPAGREEMENT references SLA via the sla field, enabling a Linked Agreements relatedlist via stockRecord.
Fields
SLA Information
| Field | Type | Required | Notes |
|---|---|---|---|
name | text | Yes | SLA Name |
description | text (multi-line) | Description | |
status | enum | Yes | Status Valid ids: 1 (Active), 2 (Draft), 3 (Retired). |
slaType | enum | Yes | SLA Type Valid ids: 1 (Response), 2 (Resolution), 3 (Both). |
isDefault | boolean | Mark this SLA as the account-wide default. Used when no support agreement SLA is specified on a ticket. |
Scope
| Field | Type | Required | Notes |
|---|---|---|---|
applicableTicketTypes | enum | Applicable Ticket Types Valid ids: 1 (All), 2 (Incident), 3 (Service Request), 4 (Problem). | |
supportHours | enum | Support Hours Valid ids: 1 (24x7), 2 (Business Hours), 3 (Extended Hours). | |
timezone | text | Timezone | |
escalationEnabled | boolean | Escalation Enabled |
Ownership
| Field | Type | Required | Notes |
|---|---|---|---|
owner | reference → user | Owner | |
approvedBy | reference → user | Approved By | |
effectiveDate | date | Effective Date | |
expiryDate | date | Expiry Date |
Response Targets
| Field | Type | Required | Notes |
|---|---|---|---|
p1ResponseMinutes | number | Critical Response (mins) | |
p2ResponseMinutes | number | High Response (mins) | |
p3ResponseMinutes | number | Medium Response (mins) | |
p4ResponseMinutes | number | Low Response (mins) |
Resolution Targets
| Field | Type | Required | Notes |
|---|---|---|---|
p1ResolutionMinutes | number | Critical Resolution (mins) | |
p2ResolutionMinutes | number | High Resolution (mins) | |
p3ResolutionMinutes | number | Medium Resolution (mins) | |
p4ResolutionMinutes | number | Low Resolution (mins) |
Warning Thresholds
| Field | Type | Required | Notes |
|---|---|---|---|
warningPercentage | number | Percentage of target time elapsed before warning is triggered | |
warningNotifyUser | reference → user | Notify User | |
warningNotifyGroup | text | Notify Group |
Breach Actions
| Field | Type | Required | Notes |
|---|---|---|---|
breachNotifyUser | reference → user | Notify User on Breach | |
breachNotifyGroup | text | Notify Group on Breach | |
autoEscalate | boolean | Auto-Escalate on Breach | |
escalateToLevel | enum | Escalate To Level Valid ids: 1 (Level 1), 2 (Level 2), 3 (Level 3), 4 (Management). |
Additional panels
- Activity timeline panel attached.
Relationships
- Lookups:
ownerpoints at a user;approvedBypoints at a user;warningNotifyUserpoints at a user;breachNotifyUserpoints at a user. - Related lists:
SUPAGREEMENT(formatstockRecord).
Creating a SLA Definition via the API
POST /v1/objects
Authorization: Bearer <your-pat>
Content-Type: application/json
{
"entity": "SLA",
"level": 51000,
"comboKey": "SUB:|ENT:",
"name": "Example name",
"status": 1,
"slaType": 1,
"description": "Example Description"
} Listing SLA Definitions records
GET /v1/entities/SLA/SUB