Get escalation rule

Retrieve a specific escalation rule by ID

Required Parameters

id   path string

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Output:

Responses

200

Description

Escalation rule retrieved successfully

{
  "id": "string",
  "name": "string",
  "description": "string",
  "enabled": false,
  "priority": "string",
  "conditions": [
    {
      "field": "string",
      "operator": "string",
      "value": null
    }
  ],
  "escalateAfterMinutes": 0,
  "escalateTo": "string",
  "escalateToUserId": "string",
  "escalateToTeamId": "string",
  "escalateToRotationId": "string",
  "notificationChannels": [
    "string"
  ],
  "businessHoursOnly": false,
  "addInternalNote": false,
  "internalNoteTemplate": "string",
  "createdBy": "string",
  "createdAt": "string",
  "updatedAt": "string",
  "updatedBy": "string",
  "statistics": {
    "totalEscalations": 0,
    "lastEscalatedAt": "string",
    "averageEscalationTime": 0
  }
}

403

Description

Insufficient permissions

404

Description

Rule not found

References

#/components/schemas/EscalationCondition#/components/schemas/EscalationRule#/components/schemas/EscalationRuleDetailed

#/components/schemas/EscalationCondition

OpenAPI

type: object
required:
  - field
  - operator
  - value
properties:
  field:
    type: string
    description: Ticket field to evaluate
  operator:
    type: string
    enum:
      - equals
      - not_equals
      - contains
      - not_contains
      - greater_than
      - less_than
      - greater_than_or_equal
      - less_than_or_equal
      - in
      - not_in
  value:
    description: Value to compare against

TypeScript

|
export interface EscalationCondition {
  /** Ticket field to evaluate */
  field: string;
  operator:
    | "equals"
    | "not_equals"
    | "contains"
    | "not_contains"
    | "greater_than"
    | "less_than"
    | "greater_than_or_equal"
    | "less_than_or_equal"
    | "in"
    | "not_in";
  /** Value to compare against */
  value: any;
}

#/components/schemas/EscalationRule

OpenAPI

type: object
properties:
  id:
    type: string
  name:
    type: string
  description:
    type: string
    nullable: true
  enabled:
    type: boolean
  priority:
    type: string
    enum:
      - urgent
      - high
      - medium
      - low
      - all
  conditions:
    type: array
    items:
      $ref: "#/components/schemas/EscalationCondition"
  escalateAfterMinutes:
    type: integer
    description: Time threshold in minutes
  escalateTo:
    type: string
    enum:
      - manager
      - team
      - specific_user
      - rotation
  escalateToUserId:
    type: string
    nullable: true
  escalateToTeamId:
    type: string
    nullable: true
  escalateToRotationId:
    type: string
    nullable: true
  notificationChannels:
    type: array
    items:
      type: string
      enum:
        - email
        - sms
        - slack
        - in_app
  businessHoursOnly:
    type: boolean
  addInternalNote:
    type: boolean
  internalNoteTemplate:
    type: string
    nullable: true
  createdBy:
    type: string
  createdAt:
    type: string
    format: date-time
  updatedAt:
    type: string
    format: date-time
  updatedBy:
    type: string
    nullable: true

TypeScript

|
export interface EscalationRule {
  id?: string;
  name?: string;
  description?: string;
  enabled?: boolean;
  priority?: "urgent" | "high" | "medium" | "low" | "all";
  conditions?: EscalationCondition[];
  /** Time threshold in minutes */
  escalateAfterMinutes?: number;
  escalateTo?: "manager" | "team" | "specific_user" | "rotation";
  escalateToUserId?: string;
  escalateToTeamId?: string;
  escalateToRotationId?: string;
  notificationChannels?: "email" | "sms" | "slack" | "in_app"[];
  businessHoursOnly?: boolean;
  addInternalNote?: boolean;
  internalNoteTemplate?: string;
  createdBy?: string;
  createdAt?: Date;
  updatedAt?: Date;
  updatedBy?: string;
}

#/components/schemas/EscalationRuleDetailed

OpenAPI

allOf:
  - type: object
    properties:
      id:
        type: string
      name:
        type: string
      description:
        type: string
        nullable: true
      enabled:
        type: boolean
      priority:
        type: string
        enum:
          - urgent
          - high
          - medium
          - low
          - all
      conditions:
        type: array
        items:
          $ref: "#/components/schemas/EscalationCondition"
      escalateAfterMinutes:
        type: integer
        description: Time threshold in minutes
      escalateTo:
        type: string
        enum:
          - manager
          - team
          - specific_user
          - rotation
      escalateToUserId:
        type: string
        nullable: true
      escalateToTeamId:
        type: string
        nullable: true
      escalateToRotationId:
        type: string
        nullable: true
      notificationChannels:
        type: array
        items:
          type: string
          enum:
            - email
            - sms
            - slack
            - in_app
      businessHoursOnly:
        type: boolean
      addInternalNote:
        type: boolean
      internalNoteTemplate:
        type: string
        nullable: true
      createdBy:
        type: string
      createdAt:
        type: string
        format: date-time
      updatedAt:
        type: string
        format: date-time
      updatedBy:
        type: string
        nullable: true
    fromRef: "#/components/schemas/EscalationRule"
  - type: object
    properties:
      statistics:
        type: object
        properties:
          totalEscalations:
            type: integer
            description: Total number of escalations triggered
          lastEscalatedAt:
            type: string
            format: date-time
            nullable: true
            description: Last escalation timestamp
          averageEscalationTime:
            type: number
            description: Average time to escalation in minutes

TypeScript

|
export interface EscalationRuleDetailed_AllOf_0 {
  id?: string;
  name?: string;
  description?: string;
  enabled?: boolean;
  priority?: "urgent" | "high" | "medium" | "low" | "all";
  conditions?: EscalationCondition[];
  /** Time threshold in minutes */
  escalateAfterMinutes?: number;
  escalateTo?: "manager" | "team" | "specific_user" | "rotation";
  escalateToUserId?: string;
  escalateToTeamId?: string;
  escalateToRotationId?: string;
  notificationChannels?: "email" | "sms" | "slack" | "in_app"[];
  businessHoursOnly?: boolean;
  addInternalNote?: boolean;
  internalNoteTemplate?: string;
  createdBy?: string;
  createdAt?: Date;
  updatedAt?: Date;
  updatedBy?: string;
}

export interface EscalationRuleDetailed_AllOf_1 {
  statistics?: {
    totalEscalations?: number;
    lastEscalatedAt?: Date;
    averageEscalationTime?: number;
  };
}

export type EscalationRuleDetailed = EscalationRuleDetailed_AllOf_0 &
  EscalationRuleDetailed_AllOf_1;

Route Source Code

Check out the source code for this route entrypoint here: /tickets/escalation-rules/[id]/route.ts

Or the swagger.yaml spec this documentation was generated from: /tickets/escalation-rules/swagger.yaml

Required Parameters

Try it out

Responses

References

• components-schemas-EscalationCondition
• components-schemas-EscalationRule
• components-schemas-EscalationRuleDetailed

Route Source Code