Priorities
/api/helpdesk/priorities/{priorityId}
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.
DELETE /api/helpdesk/priorities/{priorityId}
Soft-deactivates this priority. The default priority produces the 409 code "priority_default"; an active location or user-class reference produces "priority_in_use".
Parameters
| Name | Location | Type | Required | Description |
|---|---|---|---|---|
priorityId |
path | string |
yes | priority identifier |
Response
| Status | Content Type | Schema | Description |
|---|---|---|---|
204 |
— | — | No content. |
Example Request
# Request DELETE /api/helpdesk/priorities/<priorityId> HTTP/1.1 Accept: application/json Authorization: Bearer <access-token> # Response HTTP/1.1 204 No Content
GET /api/helpdesk/priorities/{priorityId}
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.
Parameters
| Name | Location | Type | Required | Description |
|---|---|---|---|---|
priorityId |
path | string |
yes | priority identifier |
fields |
query | string |
no | Comma-separated readable properties to include in the JSON response. |
Response
| Status | Content Type | Schema | Description |
|---|---|---|---|
200 |
application/json |
PriorityRead |
Successful response. |
Example Request
# Request
GET /api/helpdesk/priorities/<priorityId> 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"
}
PATCH /api/helpdesk/priorities/{priorityId}
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.
Parameters
| Name | Location | Type | Required | Description |
|---|---|---|---|---|
priorityId |
path | string |
yes | priority identifier |
Request Body
| Content Type | Schema | Required | Description |
|---|---|---|---|
application/json |
PriorityUpdate |
yes | — |
Response
| Status | Content Type | Schema | Description |
|---|---|---|---|
200 |
application/json |
PriorityRead |
Successful response. |
Example Request
# Request
PATCH /api/helpdesk/priorities/<priorityId> 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/1.1 200 OK
Content-Type: application/json
{
"id": 0,
"name": "string",
"escalationHours": 0.0,
"deadlineHours": 0.0,
"icon": "string"
}
PUT /api/helpdesk/priorities/{priorityId}
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.
Parameters
| Name | Location | Type | Required | Description |
|---|---|---|---|---|
priorityId |
path | string |
yes | priority identifier |
Request Body
| Content Type | Schema | Required | Description |
|---|---|---|---|
application/json |
PriorityUpdate |
yes | — |
Response
| Status | Content Type | Schema | Description |
|---|---|---|---|
200 |
application/json |
PriorityRead |
Successful response. |
Example Request
# Request
PUT /api/helpdesk/priorities/<priorityId> 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/1.1 200 OK
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 | — |
PriorityUpdate
| 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. |