SOPs / REFERENCE

Create an SOP

Create a draft and assign its department serial. At least one of titleEn/titleAr is required. escalationLevel1 is required except for inquiry. Directory references come from GET /sops/directory. PUT replaces editable content, not a partial patch. Legacy user/role references remain accepted by the service.

POST/api/v1/sops

Permissions sops:write

Parameters

Name	Description
`X-Luma-Workspace-Host`header · required	Your workspace host, e.g. acme.lumi-cx.com. Required on api.lumi-cx.com. This header never grants access: the Bearer key must belong to the selected workspace.

Request body

Field	Type & description
`titleEn`	string
`titleAr`	string
`ticketDescription`required	string
`infoToCollect`required	array
`actionsToTakeFrontline`required	array
`ticketOwner`required	object
`actionsToTakeOwner`required	array
`caseType`required	string Allowed: complaint, inquiry, suggestion, request, internal_ticket
`priority`	string Allowed: low, medium, high
`slaValue`	integer
`slaUnit`	string Allowed: hours, days
`accountableTeam`required	object
`escalationLevel1`	object
`escalationLevel2`	object
`closureApproval`required	object
`department`	string Allowed: , cx, tech_support, csm, sales, pm, management
`notifyOnCreation`	array
`ticketCategory`	object
`smsNotifications`	array
`followUpCall`	boolean
`csatSurvey`	boolean
`notes`	string

Responses

200 Successful operation

{
  "ok": true,
  "sop": {
    "id": "00000000-0000-4000-8000-000000000001",
    "serial": "TS-0001",
    "status": "draft",
    "titleEn": "Customer refund review",
    "titleAr": "",
    "ticketDescription": "Review the customer's refund request and verify the original payment details.",
    "infoToCollect": [
      "Verify the customer details"
    ],
    "actionsToTakeFrontline": [
      "Verify the customer details"
    ],
    "ticketOwner": {
      "kind": "person",
      "id": "replace-with-directory-id",
      "label": "Directory member"
    },
    "actionsToTakeOwner": [
      "Verify the customer details"
    ],
    "caseType": "complaint",
    "priority": "medium",
    "slaValue": 24,
    "slaUnit": "hours",
    "accountableTeam": {
      "kind": "team",
      "id": "replace-with-directory-id",
      "label": "Support"
    },
    "escalationLevel1": {
      "kind": "person",
      "id": "replace-with-directory-id",
      "label": "Directory member"
    },
    "escalationLevel2": {
      "kind": "person",
      "id": "replace-with-directory-id",
      "label": "Directory member"
    },
    "closureApproval": {
      "kind": "person",
      "id": "replace-with-directory-id",
      "label": "Directory member"
    },
    "department": "tech_support",
    "notifyOnCreation": [],
    "ticketCategory": {
      "l1": null,
      "l2": null,
      "l3": null
    },
    "smsNotifications": [],
    "followUpCall": false,
    "csatSurvey": false,
    "notes": "",
    "createdBy": "example",
    "createdAt": "2026-09-26T09:00:00Z",
    "updatedAt": "2026-09-26T09:00:00Z",
    "localization": {}
  }
}

400 Invalid body or workflow state

{
  "ok": false,
  "error": "invalid_body",
  "message": "example"
}

401 Missing, invalid, expired, revoked or wrong-workspace key

{
  "ok": false,
  "error": "invalid_body",
  "message": "example"
}

403 Required key permission missing, module unavailable, or workspace suspended

{
  "ok": false,
  "error": "invalid_body",
  "message": "example"
}

404 SOP not found or not accessible

{
  "ok": false,
  "error": "invalid_body",
  "message": "example"
}

429 Rate limit exceeded; respect Retry-After

{
  "ok": false,
  "error": "invalid_body",
  "message": "example"
}

502 Upstream or unexpected server error

{
  "ok": false,
  "error": "invalid_body",
  "message": "example"
}