Case

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

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.

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

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 8.0

  • Description:

    ID of the account associated with this case.

    This is a relationship field.

  • Relationship name: Account

  • Relationship type: relationship

  • Refers to: Account

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 5.0

  • Relationship name: Asset

  • Relationship type: relationship

  • Refers to: Asset

  • Type: reference
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 50.0
  • Description: ID of the Asset associated with the warranty. Must be a valid asset warranty ID.
  • Relationship name: AssetWarranty
  • Relationship type: relationship
  • Refers to: AssetWarranty
  • Type: reference
  • Properties: Create, Filter, Group, Sort, Update
  • Introduced: API version 13.0
  • Description: ID of the business hours associated with this case.
  • Relationship name: BusinessHours
  • Relationship type: relationship
  • Refers to: BusinessHours
  • 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.
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort
  • Description: The date and time when the case was closed.
  • Type: textarea
  • Properties: Create, Nillable, Sort, Update
  • Introduced: API version 43.0
  • Description: Used to insert a new CaseComment. Email textarea has a length of 4000 chars.
  • Type: reference
  • Properties: Create, Filter, Group, Nillable, Sort
  • Introduced: API version 24.0
  • Description: ID of the zone associated with this case.
  • Relationship name: Community
  • Relationship type: relationship
  • Refers to: Community
  • Type: reference
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 16.0
  • Description: ID of the PartnerNetworkConnection that shared this record with your organization. This field is available if you enabled Salesforce to Salesforce.
  • Relationship name: ConnectionReceived
  • Relationship type: relationship
  • Refers to: PartnerNetworkConnection
  • Type: reference
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 16.0
  • 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.
  • Relationship name: ConnectionSent
  • Relationship type: relationship
  • Refers to: PartnerNetworkConnection
  • Type: email
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 38.0
  • 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.
  • Type: phone
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 38.0
  • Description: Fax number for the contact. Label is Contact Fax.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    ID of the associated contact.

    This is a relationship field.

  • Relationship name: Contact

  • Relationship type: relationship

  • Refers to: Contact

  • Type: phone
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 38.0
  • Description: Mobile telephone number for the contact. Label is Contact Mobile.
  • Type: phone
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 38.0
  • Description: Telephone number for the contact. Label is Contact Phone.
  • Type: string
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 26.0
  • Description: URL of the user’s profile photo from the feed. Chatter Answers must be enabled to view this field.
  • Type: string
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 26.0
  • 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.
  • Type: string
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 26.0
  • Description: URL of the user’s thumbnail photo from the feed. Chatter Answers must be enabled to view this field.
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: A text description of the case. Limit: 32 KB.
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Introduced: API version 66.0

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 17.0

  • Relationship name: Entitlement

  • Relationship type: relationship

  • Refers to: Entitlement

  • Type: reference
  • Properties: Create, Filter, Group, Nillable, Sort
  • Introduced: API version 32.0
  • 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.
  • Relationship name: FeedItem
  • Relationship type: relationship
  • Refers to: FeedItem
  • 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).
  • Default value: false
  • Type: boolean
  • Properties: Defaulted on create, Filter, Group, Sort
  • Introduced: API version 8.0
  • Description: Indicates whether a case has comments added by a Self-Service user (true) or not (false). Only visible when Customer Portal is enabled.
  • Default value: false
  • 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.
  • Default value: false
  • Type: boolean
  • Properties: Defaulted on create, Filter, Group, Sort, Update
  • Introduced: API version 8.0
  • 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.
  • Default value: false
  • 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.
  • Default value: false
  • Type: boolean
  • Properties: Create, Defaulted on create, Filter, Group, Sort, Update
  • Introduced: API version 8.0
  • Description: Indicates whether the case is closed for Self-Service users (true) or not (false).
  • Default value: false
  • Type: boolean
  • Properties: Create, Defaulted on create, Filter, Group, Sort, Update
  • Introduced: API version 18.0
  • Description: Indicates whether an entitlement process on a case is stopped (true) or not (false).
  • Default value: false
  • Type: boolean
  • Properties: Create, Defaulted on create, Filter, Group, Sort, Update
  • Introduced: API version 8.0
  • 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.
  • Default value: false
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
  • Introduced: API version 42.0
  • 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 classification apps use this field.

  • Type: reference

  • Properties: Filter, Group, Nillable, Sort

  • Introduced: API version 46.0

  • 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.

    This is a relationship field.

  • Relationship name: MasterRecord

  • Relationship type: relationship

  • Refers to: Case

  • Type: string
  • Properties: Group, Nillable, Sort
  • Introduced: API version 18.0
  • Type: string
  • Properties: Nillable, Sort
  • Introduced: API version 62.0
  • 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.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 9.0

  • Description:

    The ID of the parent case in the hierarchy. The label is Parent Case.

    This is a relationship field.

  • Relationship name: Parent

  • Relationship type: relationship

  • Refers to: Case

  • 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.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 17.0

  • Relationship name: Product

  • Relationship type: relationship

  • Refers to: Product2

  • Type: reference
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 19.0
  • 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.
  • Relationship name: Question
  • Relationship type: relationship
  • Refers to: Question
  • 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.
  • Type: reference
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 50.0
  • Description: Required. ID of the ServiceContract associated with the entitlement. Must be a valid ID.
  • Relationship name: ServiceContract
  • Relationship type: relationship
  • Refers to: ServiceContract
  • Type: datetime
  • Properties: Filter, Nillable, Sort
  • Introduced: API version 18.0
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Introduced: API version 18.0
  • 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.
  • Type: reference
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 35.0
  • Description: The ID of the social post source.
  • Relationship name: Source
  • Relationship type: polymorphic
  • Refers to: BusinessMilestone, CollectionPlan, EmailMessage, FinancialAccount, InsurancePolicy, LiveChatTranscript, MessagingSession, PersonLifeEvent, PublicComplaint, Repossession, RepossessionItem, ResidentialLoanApplication, SOSSession, SocialPost, SvcCatalogRequest
  • 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.
  • Type: datetime
  • Properties: Filter, Nillable, Sort
  • Introduced: API version 18.0
  • Description: The date and time an entitlement process was stopped on the case.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The subject of the case. Limit: 255 characters.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The company name that was entered when the case was created. Label is Company.

  • 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.

  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The name that was entered when the case was created. Label is Name.
  • 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: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The type of case, such as Feature Request or Question.

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.

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:

FieldField TypeDetails
assignmentRuleIdreferenceID 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.
useDefaultRulebooleanSpecifies 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.

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.

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.

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.