/tickets/escalation-rules

GET /tickets/escalation-rules

List escalation rules

Retrieve all escalation rules with optional filtering and pagination

Optional Parameters

Click here to view an exhaustive list of all available parameters

page query integer

pageSize query integer

enabled query boolean

Filter by enabled status

priority query string

Filter by priority level

search query string

Search rules by name or description

Try it out

Output:

Responses

Description

Escalation rules retrieved successfully

{
  "data": [
    {
      "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"
    }
  ],
  "page": 0,
  "pageSize": 0,
  "total": 0,
  "totalPages": 0
}

References

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

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

|
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
TypeScript

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

|
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;
}

Route Source Code

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

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