ServiceRequest

Represents a formal request from a user for something to be provided, such as access, information, hardware, or software. This object manages the lifecycle of these tasks, which are typically low-risk, and can be fulfilled through a defined, repeatable process. For example, a Service Request can be created for an employee requesting a new laptop or a student needing a transcript. This object is available in API version 66.0 and later.

Supported Calls

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

Fields

Field	Details
AssignedGroupId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description ID of the user group assigned to the service request. This field is a relationship field. Relationship Name AssignedGroup Refers To Group
AssignedUserId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description ID of the user assigned to the service request. This field is a relationship field. Relationship Name AssignedUser Refers To User
BusinessHoursId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description ID for the business hours used to determine the SLA calculation. This field is a relationship field. Relationship Name BusinessHours Refers To BusinessHours
ClosedDate	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The date when the service request was closed.
Description	Type textarea Properties Create, Nillable, Update Description A detailed description of the service request.
IsClosed	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates if the service request is closed (true) or not (false). The default value is false. The default value is `false`.
IsPaused	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates if the SLA timer is paused (true) or not (false). The default value is false. The default value is `false`.
LastReferencedDate	Type dateTime Properties Filter, Nillable, Sort Description The timestamp for when the current user last viewed a record related to this record.
LastViewedDate	Type dateTime Properties Filter, Nillable, Sort Description The timestamp for when the current user last viewed this record
MilestoneStatus	Type string Properties Group, Nillable, Sort Description Information about the milestone the service request reached.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description The name of the service request record.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description ID of the user who created the record. This field is a polymorphic relationship field. Relationship Name Owner Refers To Group, User
ParentServiceRequestId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description ID of the parent request that this service request belongs to. This field is a relationship field. Relationship Name ParentServiceRequest Refers To ServiceRequest
Priority	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Sort, Update Description Priority of a service request. Valid values are: `High` `Medium` `Low` The default value is `Low`.
ReportedById	Type reference Properties Create, Filter, Group, Sort, Update Description ID of the person who reported the service request. This field is a polymorphic relationship field. Relationship Name ReportedBy Refers To Account, User
ResolutionDate	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The date and time when the service request was resolved.
ResolutionSummary	Type textarea Properties Create, Nillable, Update Description Resolution summary for the service request.
SlaEndDate	Type dateTime Properties Filter, Nillable, Sort Description The date and time when the SLA timer ended.
SlaPauseDate	Type dateTime Properties Filter, Nillable, Sort Description The date and time when the SLA timer was paused.
SlaStartDate	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The date and time when the SLA timer started.
Status	Type picklist Properties Create, Filter, Group, Nillable, Sort, Update Description Specifies the status of a service request.
StatusCode	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The code that displays the status of the service request lifecycle. Valid values are: `Closed` `Canceled` `InProgress` `New` `OnHold` `Resolved` The default value is `New`.
Subject	Type string Properties Create, Filter, Group, Sort, Update Description A short description of the service request.

Associated Objects

This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version and later.

ServiceRequestFeed: Feed tracking is available for the object.
ServiceRequestHistory: History is available for tracked fields of the object.
ServiceRequestShare: Sharing is available for the object.

Object Reference for the Salesforce Platform

ServiceRequest

Supported Calls

Fields

Associated Objects