Working with SLA Policies in FreshDesk

Overview

The following operations allow you to work with SLA policies. Click an operation name to see details on how to use it.

For a sample proxy service that illustrates how to work with SLA policies, see Sample configuration.

Operation	Description
listSLAPolicies	Lists SLA Policies.
updateSLAPolicy	Updates an SLA Policy.

Operation details

This section provides further details on the operations related to SLA policies.

List SLA Policies

The listSLAPolicies operation retrieves a SLA policies from freshdesk.

listSLAPolicies

<freshdesk.listSLAPolicies/>

Sample request

Following is a sample REST/JSON request that can be handled by the listSLAPolicies operation.

Sample Request for listSLAPolicies

{
  "apiUrl": "https://wso2yasho.freshdesk.com",
  "apiKey": "SODsQllHr0NicsiRpRWw",
  "apiVersion": "v2"
}

Update the specific SLA policy

The updateSLAPolicy operation updates particular SLA policy.

updateSLAPolicy

<freshdesk.updateSLAPolicy>
    <applicableTo>{$ctx:applicableTo}</applicableTo>
    <policyId>{$ctx:policyId}</policyId>
</freshdesk.updateSLAPolicy>

Properties

applicableTo: Key value pair containing the object and the array of object IDs denoting the conditions based on which the SLA policy is to be applied.
```
policyId: Unique ID of the SLA policy.
```

Sample request

Following is a sample REST/JSON request that can be handled by the updateSLAPolicy operation.

Sample Request for updateSLAPolicy

{
	"apiUrl": "https://wso2yasho.freshdesk.com",
    "apiKey": "SODsQllHr0NicsiRpRWw",
	"apiVersion": "v2",
    "applicableTo": {
  		"company_ids": [
    		19000007803
  			]
		},
    "policyId": "19000008183"
}

Sample configuration

Following is a sample proxy service that illustrates how to connect to FreshDesk with the init operation and use the listSLAPolicies operation. The sample request for this proxy can be found in the listSLAPolicies sample request.

Sample Proxy

<proxy xmlns="http://ws.apache.org/ns/synapse"
       name="freshdesk_listSLAPolicies"
       transports="https,http"
       statistics="disable"
       trace="disable"
       startOnLoad="true">
   <target>
      <inSequence>
         <property name="apiUrl" expression="json-eval($.apiUrl)"/>
         <property name="apiKey" expression="json-eval($.apiKey)"/>
         <property name="apiVersion" expression="json-eval($.apiVersion)"/>
		 <freshdesk.init>
            <apiUrl>{$ctx:apiUrl}</apiUrl>
            <apiKey>{$ctx:apiKey}</apiKey>
            <apiVersion>{$ctx:apiVersion}</apiVersion>
	   </freshdesk.init>
       <freshdesk.listSLAPolicies/>
         <respond/>
      </inSequence>
      <outSequence>
         <send/>
      </outSequence>
   </target>
   <description/>
</proxy>