First Line Support Agreements API

First Line Support Agreements API

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.

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 Prepared
scheduled_for_activation : Scheduled for Activation
active : Active
expired : 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.