Incident

An Incident is any unplanned business interruption that has wide-sweeping impacts and requires an urgent fix. This object contains the details of the incident, documenting the history of the incident from registration to closure. This object is available in API version 53.0 and later.

Supported Calls

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

Fields

Field Details
Category
Type
picklist
Properties
Create, Filter, Group, Nillable, Sort, Update
Description
The type of incident.
Description
Type
textarea
Properties
Create, Nillable, Update
Description
A description of the incident. This field can store up to 32 KB of data, but only the first 255 characters appear in reports.
DetectedDateTime
Type
dateTime
Properties
Create, Filter, Nillable, Sort, Update
Description
The date and time (in UTC) when the incident was first detected.
EndDateTime
Type
dateTime
Properties
Create, Filter, Nillable, Sort, Update
Description
The date and time (in UTC) when the incident ended.
Impact
Type
picklist
Properties
Create, Defaulted on create, Filter, Group, Sort, Update
Description
The incident's impact.
Possible values are:
  • High
  • Low
  • Medium
The default value is 'High'.
IncidentNumber
Type
string
Properties
Autonumber, Defaulted on create, Filter, idLookup, Sort
Description
The unique, system-generated number for the incident.
IsMajorIncident
Type
boolean
Properties
Create, Defaulted on create, Filter, Group, Sort, Update
Description
Indicates whether the incident is business-critical. If set to true, the incident is widespread and business-critical. The default value is false.
LastReferencedDate
Type
dateTime
Properties
Filter, Nillable, Sort
Description
The date and time (in UTC) when the current user last accessed this record, a list view, or another related record.
LastViewedDate
Type
dateTime
Properties
Filter, Nillable, Sort
Description
The date and time (in UTC) 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.
OwnerId
Type
reference
Properties
Create, Defaulted on create, Filter, Group, Sort, Update
Description
A polymorphic relationship field that represents the user or group assigned to resolve the incident.
Relationship Name
Owner
Relationship Type
Lookup
Refers To
Group, User
ParentIncidentId
Type
reference
Properties
Create, Filter, Group, Nillable, Sort, Update
Description
The unique ID of an incident above one or more related incidents in an incident hierarchy.
This is a relationship field.
Relationship Name
ParentIncident
Relationship Type
Lookup
Refers To
Incident
Priority
Type
picklist
Properties
Create, Defaulted on create, Filter, Group, Sort, Update
Description
The impact and urgency of the incident.
Possible values are:
  • Critical
  • High
  • Low
  • Moderate
The default value is 'Critical'.
PriorityOverrideReason
Type
string
Properties
Create, Filter, Group, Nillable, Sort, Update
Description
The reason why a priority should be changed or edited.
ReportedMethod
Type
picklist
Properties
Create, Filter, Group, Nillable, Sort, Update
Description
Indicates how the incident was reported to customer service.
ResolutionDateTime
Type
dateTime
Properties
Create, Filter, Nillable, Sort, Update
Description
The date and time (in UTC) when the incident was resolved.
ResolutionSummary
Type
textarea
Properties
Create, Nillable, Update
Description
A description of possible steps to resolve the incident.
ResolvedById
Type
reference
Properties
Create, Filter, Group, Nillable, Sort, Update
Description
The unique ID of the user who resolved the incident.
This is a relationship field.
Relationship Name
ResolvedBy
Relationship Type
Lookup
Refers To
User
StartDateTime
Type
dateTime
Properties
Create, Filter, Nillable, Sort, Update
Description
The date and time (in UTC) when the incident began.
Status
Type
picklist
Properties
Create, Defaulted on create, Filter, Group, Sort, Update
Description
Any custom or granular stages a customer may want to track.
Possible values are:
  • Completed
  • In Progress
  • New
  • Open
  • Problem Created
  • Resolved
The default value is 'New'.
StatusCode
Type
picklist
Properties
Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort
Description
The incident's status.
Possible values are:
  • Completed
  • InProgress
  • New
  • Open
  • ProblemCreated
  • Resolved
The default value is 'New'.
SubCategory
Type
picklist
Properties
Create, Filter, Group, Nillable, Sort, Update
Description
The type of incident. One level deeper than Category. Administrators set field values.
Subject
Type
string
Properties
Create, Filter, Group, Sort, Update
Description
A brief description of the incident.
Type
Type
picklist
Properties
Create, Filter, Group, Nillable, Sort, Update
Description
The type of incident, for example, question or problem. Administrators set field values.
Urgency
Type
picklist
Properties
Create, Defaulted on create, Filter, Group, Sort, Update
Description
A measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact.
Possible values are:
  • High
  • Low
  • Medium
The default value is 'High'.

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.

IncidentChangeEvent
Change events are available for the object.
IncidentFeed
Feed tracking is available for the object.
IncidentHistory
History is available for tracked fields of the object.
IncidentOwnerSharingRule
Sharing rules are available for the object.
IncidentShare
Sharing is available for the object.