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.

Introduced in API version 53.0.

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

  • Type: reference

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

  • Introduced: API version 63.0

  • Relationship name: AssignedGroup

  • Relationship type: relationship

  • Refers to: Group

  • Type: reference

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

  • Introduced: API version 63.0

  • Relationship name: AssignedUser

  • Relationship type: relationship

  • Refers to: User

  • Type: reference

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

  • Introduced: API version 54.0

  • Relationship name: BusinessHours

  • Relationship type: relationship

  • Refers to: BusinessHours

  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The type of incident.
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Introduced: API version 68.0
  • 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.
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Introduced: API version 68.0
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: The date and time (in UTC) when the incident was first detected.
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: The date and time (in UTC) when the incident ended.

  • Type: reference

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

  • Introduced: API version 54.0

  • Relationship name: Entitlement

  • Relationship type: relationship

  • Refers to: Entitlement

  • Type: picklist

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

  • Description:

    The incident’s impact.

    The default value is ‘High’.

  • Possible values:

    • High — High
    • Low — Low
    • Medium — Medium
  • Type: int
  • Properties: Group, Nillable, Sort
  • Introduced: API version 68.0
  • Type: string
  • Properties: Autonumber, Defaulted on create, Filter, idLookup, Sort
  • Description: The unique, system-generated number for the incident.

  • Type: boolean

  • Properties: Create, Defaulted on create, Filter, Group, Sort, Update

  • Introduced: API version 64.0

  • Default value: false

  • Type: boolean

  • Properties: Defaulted on create, Filter, Group, Sort

  • Introduced: API version 54.0

  • Default value: false

  • 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.
  • Default value: false

  • Type: boolean

  • Properties: Create, Defaulted on create, Filter, Group, Sort, Update

  • Introduced: API version 54.0

  • Default value: false

  • Type: boolean

  • Properties: Defaulted on create, Filter, Group, Sort

  • Introduced: API version 66.0

  • Default value: false

  • Type: int
  • Properties: Group, Nillable, Sort
  • Introduced: API version 68.0
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
  • Introduced: API version 64.0
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Introduced: API version 64.0
  • Type: string
  • Properties: Group, Nillable, Sort
  • Introduced: API version 54.0
  • Type: string
  • Properties: Group, Nillable, Sort
  • Introduced: API version 66.0

  • Type: reference

  • Properties: Group, Nillable, Sort

  • Introduced: API version 66.0

  • Relationship name: NextMilestone

  • Relationship type: relationship

  • Refers to: EntityMilestone

  • 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: relationship

  • Refers to: Incident

  • Type: picklist

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

  • Description:

    The impact and urgency of the incident.

    The default value is ‘Critical’.

  • Possible values:

    • Critical — Critical
    • High — High
    • Low — Low
    • Moderate — Moderate
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The reason why a priority should be changed or edited.

  • Type: reference

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

  • Introduced: API version 63.0

  • Relationship name: ReportedBy

  • Relationship type: polymorphic

  • Refers to: Account, User

  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: Indicates how the incident was reported to customer service.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 63.0
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: The date and time (in UTC) when the incident was resolved.
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 63.0
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: A description of possible steps to resolve the incident.

  • 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: relationship

  • Refers to: User

  • Type: datetime
  • Properties: Filter, Nillable, Sort
  • Introduced: API version 54.0
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Introduced: API version 54.0
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: The date and time (in UTC) when the incident began.

  • Type: picklist

  • Properties: Create, Defaulted on create, Filter, Group, Sort, Update

  • Description:

    Any custom or granular stages a customer may want to track.

    The default value is ‘New’.

  • Possible values:

    • Completed — Completed
    • In Progress — In Progress
    • New — New
    • Open — Open
    • Problem Created — Problem Created
    • Resolved — Resolved

  • Type: picklist

  • Properties: Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort

  • Description:

    The incident’s status.

    The default value is ‘New’.

  • Possible values:

    • Completed — Completed
    • InProgress — InProgress
    • New — New
    • Open — Open
    • ProblemCreated — ProblemCreated
    • Resolved — Resolved
  • Type: datetime
  • Properties: Filter, Nillable, Sort
  • Introduced: API version 54.0
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The type of incident. One level deeper than Category. Administrators set field values.
  • Type: string
  • Properties: Create, Filter, Group, Sort, Update
  • Description: A brief description of the incident.
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The type of incident, for example, question or problem. Administrators set field values.

  • Type: picklist

  • Properties: 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.

    The default value is ‘High’.

  • Possible values:

    • High — High
    • Low — Low
    • Medium — Medium

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.