First Line Support Agreements API

List first fine support agreements

List all first fine support agreements for an account:

GET /fls_agreements

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 fine support agreements.

States

The following states are available:

Collection Fields

By default the following fields will appear in collections of first fine support agreements:

provider id sourceID name status created_at updated_at

Obtain a different set of fields using the ?fields= parameter.

Sorting

By default a collection of first fine 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 fine support agreement

GET /fls_agreements/: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 fine support agreement

POST /fls_agreements

When creating a new first fine support agreement these fields are available.

Response

Status: 201 Created
{
  "charges": "...",
  "...": "..."
}

The response contains all fields of the created first fine support agreement and is similar to the response in Get a single first fine support agreement

Update a first fine support agreement

PATCH /fls_agreements/:id

When updating a first fine support agreement these fields are available.

Response

Status: 200 OK
{
  "charges": "...",
  "...": "..."
}

The response contains all fields of the updated first fine support agreement and is similar to the response in Get a single first fine support agreement

Fields

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.
created_at
Readonly datetime — The date and time at which the first fine 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 fine 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.
provider
Required reference to Organization
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.
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.
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_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.
time_zone
Optional enum — 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 fine support agreement. If the first fine support agreement has no updates it contains the created_at value.