FirstLineSupportAgreement Object

Root Connection

All FirstLineSupportAgreement objects of an account are accessible by a query on the root connection firstLineSupportAgreements. Such a query will return a FirstLineSupportAgreementConnection!, which contains the FirstLineSupportAgreement objects in its nodes field.

firstLineSupportAgreements (FirstLineSupportAgreementConnection!)

Root connection for retrieving FirstLineSupportAgreement records.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

filter FirstLineSupportAgreementFilter

Filter to determine which FirstLineSupportAgreement records are returned.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

order [FirstLineSupportAgreementOrder!]

Order of the FirstLineSupportAgreement records returned.

view FirstLineSupportAgreementView

View name.

The default value is current_account.

Fields

The fields in this section list which values can be retrieved when querying FirstLineSupportAgreement records.

account (Account)

The account this record belongs to.

charges (String)

The amounts that the customer will be charged for the first line support agreement. These can be recurring as well as one-off charges.

createdAt (ISO8601Timestamp)

The date and time at which the record was created.

customer (Organization)

The organization that pays for the agreement.

customerAccount (Account)

The customer account this record belongs to.

customerRepresentative (Person)

The person who represents the customer organization for the agreement.

expiryDate (ISO8601Date)

The date through which the agreement will be active. The agreement expires at the end of this day if it is not renewed before then. When the agreement has expired, its status will automatically be set to "Expired".

firstCallResolutions (Int)

The minimum percentage of requests that are to be completed by the service desk team during their registration.

id (ID!)

Unique identifier of the object.

name (String)

The name of the first line support agreement.

noticeDate (ISO8601Date)

The last day on which the service provider organization can still be contacted to terminate the agreement 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 agreement is to expire on a specific date and no notice needs to be given to terminate it.

pickupTarget (Int)

The number of minutes within which a new or existing request that has been assigned to the service desk team is assigned to a specific member within the service desk team, is assigned to another team, or is set to a status other than assigned.

pickupsWithinTarget (Int)

The minimum percentage of requests that are to be picked up by the service desk team within the pickup target.

provider (Organization)

Organization that provides the first line support agreement.

rejectedSolutions (Int)

The maximum percentage of requests that were reopened (i.e. which status in the account that is covered by the first line support agreement was updated from completed to another status).

remarks (String)

Any additional information about the first line support agreement that might prove useful.

serviceDeskOnlyResolutions (Int)

The minimum percentage of requests that are to be completed by the service desk team without having been assigned to any other team within the account that is covered by the first line support agreement.

serviceDeskResolutions (Int)

The minimum percentage of requests that are to be completed by the service desk team.

serviceDeskTeam (Team)

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 (String)

An identifier for the client application submitting the resource or the name of an external system

sourceID (String)

The unique identifier of the resource in an external system

startDate (ISO8601Date)

The first day during which the agreement is active.

status (AgreementStatus)

The current status of the agreement.

supportHours (Calendar)

Calendar that defines the support hours during which the service desk team can be contacted for first line support.

targetDetails (String)

A description of all the targets of the first line support agreement.

timeZone (TimeZone)

The time zone that applies to the start, notice and expiry dates, and to the support hours.

updatedAt (ISO8601Timestamp)

The date and time of the last update of the record. If the record has no updates it contains the createdAt value.

Connections

The connection fields in this section allow (paged) access to objects related to a specific FirstLineSupportAgreement record. The actual objects will be in the nodes field of the connection.

chargesAttachments (AttachmentConnection)

Inline images linked to the Charges field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

remarksAttachments (AttachmentConnection)

Files and inline images linked to the Remarks field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

targetDetailsAttachments (AttachmentConnection)

Inline images linked to the Target details field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

Implements

FirstLineSupportAgreement implements the following interfaces. This means that fragments defined on these interfaces may be used in queries returning a FirstLineSupportAgreement.