Problem

Problems represent the root cause data of one or more incidents. This object contains all the details of a problem, documenting the history of the problem from detection 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 64.0

  • Relationship name: BusinessHours

  • Relationship type: relationship

  • Refers to: BusinessHours

  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The type of problem. Administrators set field values.
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Introduced: API version 64.0
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: A description of the problem. This field can store up to 32 KB of data, but only the first 255 characters appear in reports.

  • Type: reference

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

  • Introduced: API version 64.0

  • Relationship name: Entitlement

  • Relationship type: relationship

  • Refers to: Entitlement

  • Type: picklist

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

  • Description:

    The problem’s impact.

    The default value is ‘High’.

  • Possible values:

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

  • Type: boolean

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

  • Introduced: API version 64.0

  • Default value: false

  • Type: boolean

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

  • Introduced: API version 64.0

  • Default value: false

  • Type: string
  • Properties: Group, Nillable, Sort
  • Introduced: API version 64.0

  • Type: reference

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

  • Description:

    The ID of a problem above one or more related problems in a problem hierarchy.

    This is a relationship field.

  • Relationship name: ParentProblem

  • Relationship type: relationship

  • Refers to: Problem

  • Type: textarea
  • Properties: Create, Nillable, Update
  • Introduced: API version 63.0

  • Type: picklist

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

  • Description:

    The impact and urgency of the problem.

    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 the priority should be changed or edited.
  • Type: string
  • Properties: Autonumber, Defaulted on create, Filter, idLookup, Sort
  • Description: The unique, system-generated problem number.

  • Type: reference

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

  • Introduced: API version 64.0

  • Relationship name: ReportedBy

  • Relationship type: relationship

  • Refers to: User

  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: The date and time (in UTC) when the problem was resolved.
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 64.0
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: A description of the steps needed to resolve the incident.

  • Type: reference

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

  • Description:

    The ID of the user who resolved the problem.

    This is a relationship field.

  • Relationship name: ResolvedBy

  • Relationship type: relationship

  • Refers to: User

  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: A description of the problem resolution or root cause. This field can store up to 32 KB of data, but only the first 255 characters display in reports.
  • Type: datetime
  • Properties: Filter, Nillable, Sort
  • Introduced: API version 64.0
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Introduced: API version 64.0

  • Type: picklist

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

  • Description:

    Any custom or granular stages customers wants to track. This will be a dependent picklist.

    The default value is ‘New’.

  • Possible values:

    • Closed — Closed
    • Fix in Progress — Fix in Progress
    • Known Error — Known Error
    • New — New
    • Open — Open
    • Pending Change — Pending Change
    • Resolved — Resolved
    • Root Cause Analysis — Root Cause Analysis
    • Work In Progress — Work In Progress

  • Type: picklist

  • Properties: Filter, Group, Nillable, Restricted picklist, Sort

  • Description:

    The status of the problem.

    The default value is ‘New’.

  • Possible values:

    • Closed — Closed
    • FixInProgress — FixInProgress
    • KnownError — KnownError
    • New — New
    • Open — Open
    • PendingChange — PendingChange
    • Resolved — Resolved
    • RootCauseAnalysis — RootCauseAnalysis
    • WorkInProgress — WorkInProgress
  • Type: datetime
  • Properties: Filter, Nillable, Sort
  • Introduced: API version 64.0
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The type of problem. One level deeper than Category. Administrators set field values.
  • Type: string
  • Properties: Create, Filter, Group, Sort, Update
  • Description: A brief description of the problem.

  • Type: picklist

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

  • Description:

    A measure of how long a 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
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Introduced: API version 63.0

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.