First Line Support Agreements API
- List first line support agreements
- Get a single first line support agreement
- Create a first line support agreement
- Update a first line support agreement
- Fields
List first line support agreements
List all first line support agreements for an account:
GET /flsas
Response
Status: 200 OK
[
{
"name": "FLSA0001029 First line support agreement for Widget Data Center",
"created_at": "2016-03-14T03:10:49-06:00",
"sourceID": null,
"updated_at": "2016-03-14T03:10:49-06:00",
"account": {
"name": "VirtualSupport",
"id": "virtualsupport"
},
"id": 3,
"status": "active",
"provider": {
"name": "VirtualSupport, Ltd.",
"account": {
"name": "VirtualSupport",
"id": "virtualsupport"
},
"id": 2
}
},
"..."
]
The response contains these fields by default. Filtering and pagination are available to reduce/limit the collection of first line support agreements.
Predefined Filters
The following predefined filters are available:
/flsas/active
: List all active first line support agreements/flsas/inactive
: List all inactive first line support agreements
Collection Fields
By default the following fields will appear in collections of first line support agreements:
provider
id
sourceID
name
status
created_at
updated_at
Obtain a different set of fields using the ?fields= parameter.
Filtering
Filtering is available for the following fields:
provider
id
source
sourceID
name
status
created_at
updated_at
Sorting
By default a collection of first line support agreements is sorted ascending by name
.
The following fields are accepted by the ?sort= parameter:
provider
id
sourceID
name
status
created_at
updated_at
Get a single first line support agreement
GET /flsas/:id
Response
Status: 200 OK
{
"target_details": null,
"start_date": "2009-01-01",
"name": "FLSA0001029 First line support agreement for Widget Data Center",
"remarks": null,
"notice_date": "2017-12-31",
"created_at": "2016-03-14T03:10:49-06:00",
"support_hours": {
"name": "24x7 (Monday through Sunday)",
"account": {
"name": "VirtualSupport",
"id": "virtualsupport"
},
"id": 71
},
"sourceID": null,
"updated_at": "2016-03-14T03:10:49-06:00",
"service_desk_team": {
"name": "Service Desk",
"account": {
"name": "VirtualSupport",
"id": "virtualsupport"
},
"id": 2
},
"account": {
"name": "VirtualSupport",
"id": "virtualsupport"
},
"id": 3,
"expiry_date": null,
"charges": "Customer is charged $10 per request registered by VirtualSupport. In addition, customer is charged $10 per request completed by VirtualSupport.",
"time_zone": "Mumbai",
"first_call_resolutions": 60,
"customer_rep": {
"name": "Howard Tanner",
"id": 5
},
"customer": {
"name": "Widget Data Center",
"id": 5
},
"status": "active",
"source": null,
"provider": {
"name": "VirtualSupport, Ltd.",
"account": {
"name": "VirtualSupport",
"id": "virtualsupport"
},
"id": 2
}
}
The response contains these fields.
Create a first line support agreement
POST /flsas
When creating a new first line support agreement these fields are available.
Response
Status: 201 Created
{
"charges": "...",
"...": "..."
}
The response contains all fields of the created first line support agreement and is similar to the response in Get a single first line support agreement
Update a first line support agreement
PATCH /flsas/:id
When updating a first line support agreement these fields are available.
Response
Status: 200 OK
{
"charges": "...",
"...": "..."
}
The response contains all fields of the updated first line support agreement and is similar to the response in Get a single first line support agreement
Fields
- attachments
- Readonly aggregated Attachments
- charges
- Optional text (max 64KB) — The Charges field is used to describe the amounts that the customer will be charged for the first line support agreement. These can be recurring as well as one-off charges.
- charges_attachments
- Writeonly attachments The inline attachments used in the Charges field.
- created_at
- Readonly datetime — The date and time at which the first line support agreement was created.
- customer
- Required reference to Organization — The Customer field is used to select the Organization that pays for the first line support agreement.
- customer_rep
- Optional reference to Person
- expiry_date
- Optional date — The Expiry date field is used to specify the date through which the first line support agreement (FLSA) will be active. The FLSA expires at the end of this day if it is not renewed before then. When the FLSA has expired, its status will automatically be set to “Expired”.
- first_call_resolutions
- Optional integer — The First call resolutions field is used to enter the minimum percentage of Requests that are to be completed by the service desk team during their registration.
- id
- Readonly integer — The unique ID of the first line support agreement.
- name
- Required string (max 128) — The Name field is used to enter the name of the first line support agreement in the following syntax:
- notice_date
- Optional date — The Notice date field is used to specify the last day on which the first line support provider organization can still be contacted to terminate the first line support agreement (FLSA) to ensure that it expires on the intended expiry date. The Notice date field is left empty, and the Expiry date field is filled out, when the FLSA is to expire on a specific date and no notice needs to be given to terminate it.
- pickup_target
- Optional integer — The number of minutes within which a new or existing request that has been assigned to the service desk team is assigned to a specific member within the service desk team, is assigned to another team, or is set to a status other than
assigned
. - pickups_within_target:
- Optional integer — The minimum percentage of requests that are to be picked up by the service desk team within the pickup target.
- provider
- Required reference to Organization
- rejected_solutions
- Optional integer — The maximum percentage of requests that were reopened (i.e. which status in the account that is covered by the first line support agreement was updated from
completed
to another status). - remarks
- Optional text (max 64KB) — The Remarks field is used to add any additional information about the first line support agreement that might prove useful.
- remarks_attachments
- Writeonly attachments The attachments used in the Remarks field.
- service_desk_team
- Optional reference to Team — The Service desk team field is used to select the specific Team within the first line support provider organization that provides first line support for the users covered by the first line support agreement.
- service_desk_only_resolutions
- Optional integer — The minimum percentage of requests that are to be completed by the service desk team without having been assigned to any other team within the account that is covered by the first line support agreement.
- service_desk_resolutions
- Optional integer — The minimum percentage of requests that are to be completed by the service desk team.
- source
- Optional string (max 30) - See source
- sourceID
- Optional string (max 128) - See source
- start_date
- Optional date — The Start date field is used to specify the first day during which the first line support agreement (FLSA) is active.
- status
- Optional enum, default:
being_prepared
— The Status field displays the current status of the first line support agreement (FLSA). Valid values are: -
being_prepared
: Being Preparedscheduled_for_activation
: Scheduled for Activationactive
: Activeexpired
: Expired
- support_chat_pickup_target
- Optional integer — The number of minutes within which a new or existing chat request that has been assigned to the service desk team is assigned to a specific member within the service desk team, is assigned to another team, or is set to a status other than
assigned
. - support_hours
- Optional reference to Calendar — The Support hours field is used to select a Calendar that defines the support hours during which the service desk team can be contacted for first line support.
- target_details
- Optional text (max 64KB) — The Target details field is used to provide a description of all the targets of the first line support agreement.
- target_details_attachments
- Writeonly attachments The inline attachments used in the Target details field.
- time_zone
- Optional time_zone — The Time zone field is used to select the time zone that applies to the start, notice and expiry dates, and to the support hours.
- updated_at
- Readonly datetime — The date and time of the last update of the first line support agreement. If the first line support agreement has no updates it contains the
created_at
value.