Case

Represents a case, which is a customer issue or problem.

Supported Calls

create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), undelete(), update(), upsert()

Fields

Field	Details
AccountId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description ID of the account associated with this case.
BusinessHoursId	Type reference Properties Create, Filter, Group, Sort, Update Description ID of the business hours associated with this case.
Comments	Type textarea Properties Create, Delete, Layout, Nillable, Query, Retrieve, Search, Sort, Undelete, Update Description Used to insert a new CaseComment. Email textarea has a length of 4000 chars.
CaseNumber	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description Assigned automatically when each case is inserted. It can't be set directly, and it can't be modified after the case is created.
ClosedDate	Type dateTime Properties Filter, Nillable, Sort Description The date and time when the case was closed.
CommunityId	Type reference Properties Create, Filter, Group, Nillable, Sort Description ID of the zone associated with this case. This field is available in API version 24.0 and later.
ConnectionReceivedId	Type reference Properties Filter, Group, Nillable, Sort Description ID of the PartnerNetworkConnection that shared this record with your organization. This field is available if you enabled Salesforce to Salesforce.
ConnectionSentId	Type reference Properties Filter, Group, Nillable, Sort Description ID of the PartnerNetworkConnection that you shared this record with. This field is available if you enabled Salesforce to Salesforce. This field is supported using API versions earlier than 15.0. In all other API versions, this field’s value is null. You can use the new PartnerNetworkRecordConnection object to forward records to connections.
ContactEmail	Type email Properties Filter, Group, Nillable, Sort Description Email address for the contact. The Case.ContactEmail field displays the Email field on the contact that is referenced by Case.ContactId. Label is Contact Email. This field is available in API version 38.0 and later.
ContactFax	Type phone Properties Filter, Group, Nillable, Sort Description Fax number for the contact. Label is Contact Fax. This field is available in API version 38.0 and later.
ContactId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description ID of the associated contact.
ContactMobile	Type phone Properties Filter, Group, Nillable, Sort Description Mobile telephone number for the contact. Label is Contact Mobile. This field is available in API version 38.0 and later.
ContactPhone	Type phone Properties Filter, Group, Nillable, Sort Description Telephone number for the contact. Label is Contact Phone. This field is available in API version 38.0 and later.
CreatorFullPhotoUrl	Type string Properties Filter, Group, Nillable, Sort Description URL of the user’s profile photo from the feed. Chatter Answers must be enabled to view this field. This field is available in API version 26.0 and later.
CreatorName	Type string Properties Filter, Group, Nillable, Sort Description Name of the user who posted the question or reply. Only the first name of internal users (agents) appears to portal users in the feed. Chatter Answers must be enabled to view this field. This field is available in API version 26.0 and later.
CreatorSmallPhotoUrl	Type string Properties Filter, Group, Nillable, Sort Description URL of the user’s thumbnail photo from the feed. Chatter Answers must be enabled to view this field. This field is available in API version 26.0 and later.
Description	Type textarea Properties Create, Nillable, Update Description A text description of the case. Limit: 32 KB.
FeedItemId	Type reference Properties Create, Group, Nillable, Sort Description ID of the question in Chatter associated with the case. This field is available in API version 33.0 and later, and is only accessible in organizations where Question-to-Case is enabled.
HasCommentsUnreadByOwner	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a case contains comments that the case owner hasn’t read (`true`) or not (`false`).
HasSelfServiceComments	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether a case has comments added by a Self-Service user (`true`) or not (`false`). Only visible when Customer Portal is enabled.
IsClosed	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether the case is closed (`true`) or open (`false`). This field is controlled by the Status field; it can't be set directly. Label is Closed.
IsClosedOnCreate	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether the case was closed at the same time that it was created (`true`) or not (`false`). This flag is read-only and is automatically set when a record is created. It can't be set to `true` unless the IsClosed flag is also `true`.
IsDeleted	Type boolean Properties Defaulted on create, Filter Description Indicates whether the object has been moved to the Recycle Bin (`true`) or not (`false`). Label is Deleted.
IsEscalated	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the case has been escalated (`true`) or not. A case's escalated state does not affect how you can use a case, or whether you can query, delete, or update it. You can set this flag via the API. Label is Escalated.
IsSelfServiceClosed	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether the case is closed for Self-Service users (`true`) or not (`false`).
IsStopped	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether an entitlement process on a case is stopped (`true`) or not (`false`).
IsVisibleInSelfService	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether the case can be viewed in the Customer Service Portal, Partner Service Portal, and Self-Service Portal (`true`) or not (`false`). This field is applied for case visibility in the Partner Relationship Management, Customer Service Portal, and the earlier version of Self Service Portal. The field does not alter sharing and will not prevent usage of a direct URL to a case if a portal user has read or write access.
Language	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The language of the case. The Language field is available when you enable Einstein Case Classification in Enterprise, Performance, and Unlimited edition orgs with Service Cloud. By default, only Einstein Case Classification uses this field.
LastReferencedDate	Type datetime Properties Filter, Nillable, Sort Description The timestamp when the current user last accessed this record, a record related to this record, or a list view.
LastViewedDate	Type datetime Properties Filter, Nillable, Sort Description The timestamp when the current user last viewed this record or list view. If this value is null, the user might have only accessed this record or list view (LastReferencedDate) but not viewed it.
MasterRecordId	Type reference Properties Filter, Group, Nillable, Sort Description If this object was deleted as the result of a merge, this field contains the ID of the record that was kept. If this object was deleted for any other reason, or has not been deleted, the value is `null`.
Origin	Type picklist Properties Create, Filter, Group, Nillable,Sort, Update Description The source of the case, such as `Email`, `Phone`, or `Web`. Label is Case Origin.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description ID of the contact who owns the case.
ParentId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the parent case in the hierarchy. The label is Parent Case.
Priority	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Sort, Update Description The importance or urgency of the case, such as `High`, `Medium`, or `Low`.
QuestionId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The question in the answers zone that is associated with the case. This field does not appear if you don't have an answers zone enabled.
Reason	Type picklist Properties Create, Filter, Group, Nillable, Sort, Update Description The reason why the case was created, such as `Instructions not clear`, or `User didn’t attend training`.
RecordTypeId	Type reference Properties Create, Filter, Nillable, Update Description ID of the record type assigned to this object.
SlaStartDate	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description Shows the time that the case entered an entitlement process. If you have the Edit permission on cases, you can update or reset the time. This field is available in API version 18.0 and later.
SourceId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the social post source.
Status	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Sort, Update Description The status of the case, such as New, Closed, or Escalated. This field directly controls the IsClosed flag. Each predefined Status value implies an IsClosed flag value. For more information, see CaseStatus.
StopStartDate	Type dateTime Properties Filter, Nillable, Sort Description The date and time an entitlement process was stopped on the case. This field is available in API version 18.0 and later.
Subject	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The subject of the case. Limit: 255 characters.
SuppliedCompany	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The company name that was entered when the case was created. Label is Company.
SuppliedEmail	Type email Properties Create, Filter, Group, Nillable, Sort, Update Description The email address that was entered when the case was created. Label is Email. If your organization has an active auto-response rule, SuppliedEmail is required when creating a case via the API. Auto-response rules use the email in the contact specified by ContactId. If no email address is in the contact record, the email specified here is used.
SuppliedName	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The name that was entered when the case was created. Label is Name.
SuppliedPhone	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The phone number that was entered when the case was created. Label is Phone.
Type	Type picklist Properties Create, Filter, Group, Nillable, Sort, Update Description The type of case, such as `Feature Request` or `Question`.

If you are importing Case data and need to set the value for an audit field, such as CreatedDate, contact Salesforce. Audit fields are automatically updated during API operations unless you request to set these fields yourself.

Note

Usage

Use the Case object to manage cases for your organization. Client applications can query, update, and delete Attachment records associated with a case via the API.

Assignment Rules

When you query or update a case, your client application can have the case automatically assigned to one or more User records based on assignment rules that have been configured in the user interface. To use this feature, your client application must set either of the following options (but not both) in the AssignmentRuleHeader used in the create or update:

Field	Field Type	Details
assignmentRuleId	reference	ID of the assignment rule to use. Can be an inactive assignment rule. If unspecified and useDefaultRule is `true`, then the default assignment rule is used. To find the ID for a given assignment rule, query the AssignmentRule object (specifying `RuleType="caseAssignment"`), iterate through the returned AssignmentRule objects, find the one you want to use, retrieve its ID, and then specify its ID in this field in the AssignmentRuleHeader.
useDefaultRule	boolean	Specifies whether to use the default rule for rule-based assignment (`true`) or not (`false`). The default rule is assigned by users in the Salesforce user interface.

For a code example that shows setting the AssignmentRuleHeader for a Lead (which is similar to setting the AssignmentRuleHeader for a Case), see Lead.

Separating Accounts from Contacts in Cases

In releases before 8.0, the AccountId could not be specified, it was derived from the contact’s account. This behavior will continue to be supported in future releases, but you can also now specify an AccountId. If you do not specify the AccountId during the creation of a case, the value will default to the contact’s AccountId.

When a record is updated, if the ContactId has not changed, then the AccountId is not regenerated. This prevents the API from overwriting a value previously changed in the Salesforce user interface. However, if an API call changes the ContactId and the AccountId field is empty, then the AccountId is generated using the contact’s account.

Note

Using _case with Java

Depending on the development tool you use, you might need to write your application using _case instead of Case, because case is a reserved word in Java.

Associated Objects

This object has the following associated objects. Unless noted, they are available in the same API version as this object.

CaseFeed (API version 18.0): Feed tracking is available for the object.
CaseHistory: History is available for tracked fields of the object.
CaseOwnerSharingRule: Sharing rules are available for the object.
CaseShare: Sharing is available for the object.

Object Reference for Salesforce and Lightning Platform