Priorities
/api/helpdesk/priorities
Manages HelpDesk ticket priorities. Access requires either the general configuration permission or the HelpDesk template-definition permission.
POST creates a request-local priority, applies the supplied writable properties, validates it, and persists it. PUT and PATCH use the same validation. DELETE and active=false perform a soft deactivation; inactive priorities remain addressable.
The configured default priority and priorities referenced by active locations or user classes cannot be deactivated.
GET /api/helpdesk/priorities
Lists configurable priorities.
Parameters
| Name | Location | Type | Required | Description |
|---|---|---|---|---|
includeInactive |
query | boolean |
no | whether to include inactive priorities; defaults to false (active only) |
query |
query | string |
no | optional case-insensitive substring filter applied to the priority name |
fields |
query | string |
no | Comma-separated readable properties to include in the JSON response. |
Response
| Status | Content Type | Schema | Description |
|---|---|---|---|
200 |
application/json |
array<PriorityRead> |
matching priorities |
Example Request
# Request
GET /api/helpdesk/priorities HTTP/1.1
Accept: application/json
Authorization: Bearer <access-token>
# Response
HTTP/1.1 200 OK
Content-Type: application/json
[
{
"id": 0,
"name": "string",
"escalationHours": 0.0,
"deadlineHours": 0.0,
"icon": "string"
}
]
POST /api/helpdesk/priorities
Creates a priority. The request body must provide "id" and "name"; omitted durations default to zero and omitted "active" defaults to true.
Request Body
| Content Type | Schema | Required | Description |
|---|---|---|---|
application/json |
PriorityCreate |
yes | — |
Response
| Status | Content Type | Schema | Description |
|---|---|---|---|
201 |
application/json |
PriorityRead |
staged priority |
Example Request
# Request
POST /api/helpdesk/priorities HTTP/1.1
Accept: application/json
Authorization: Bearer <access-token>
Content-Type: application/json
{
"id": 0,
"name": "string",
"escalationHours": 0.0,
"deadlineHours": 0.0,
"icon": "string"
}
# Response
HTTP/1.1 201 Created
Content-Type: application/json
{
"id": 0,
"name": "string",
"escalationHours": 0.0,
"deadlineHours": 0.0,
"icon": "string"
}
Common Error Responses
The status codes 400, 403, 404, 405, 406, 409, 413, 415, and 500 use the same ApiError JSON error format:
{
"status": 404,
"code": "route_not_found",
"message": "The requested API route does not exist.",
"details": []
}
Schemas
Request and response schemas used on this page.
PriorityRead
| Property | Type | Required | Description |
|---|---|---|---|
id |
integer (int32) |
no |
Stable identifier and ranking value in the inclusive range 0 to 1000000. Required on create, immutable afterwards, and used for descending collection order. |
name |
string |
no |
Required user-visible name, trimmed before storage, at most 50 characters and unique ignoring case. |
escalationHours |
number (double) |
no |
Escalation duration in hours, from 0 through 20000 inclusive. |
deadlineHours |
number (double) |
no |
Deadline duration in hours, from 0 through 20000 inclusive. |
icon |
string |
no |
Optional relative name of an existing priority icon. This property only stores the name; it does not upload or delete an icon file. |
active |
boolean |
no |
Whether this priority is active. Setting this to false soft-deactivates the priority and is subject to the same conflicts as DELETE. Setting it to true reactivates it. |
defaultPriority |
boolean |
no |
Whether this priority is the configured ticket default. Read-only. |
ApiError
| Property | Type | Required | Description |
|---|---|---|---|
status |
integer (int32) |
yes | — |
code |
string |
yes | — |
message |
string |
yes | — |
details |
array<object> |
no | — |
PriorityCreate
| Property | Type | Required | Description |
|---|---|---|---|
id |
integer (int32) |
no |
Sets the stable identifier and ranking value while creating a priority. Existing priority identifiers are immutable. |
name |
string |
no |
Required user-visible name, trimmed before storage, at most 50 characters and unique ignoring case. |
escalationHours |
number (double) |
no |
Escalation duration in hours, from 0 through 20000 inclusive. |
deadlineHours |
number (double) |
no |
Deadline duration in hours, from 0 through 20000 inclusive. |
icon |
string |
no |
Optional relative name of an existing priority icon. This property only stores the name; it does not upload or delete an icon file. |
active |
boolean |
no |
Whether this priority is active. Setting this to false soft-deactivates the priority and is subject to the same conflicts as DELETE. Setting it to true reactivates it. |