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.

Introduced in API version 66.0.

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

  • 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

  • Relationship type: relationship

  • Refers to: Group

  • 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

  • Relationship type: relationship

  • Refers to: User

  • 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

  • Relationship type: relationship

  • Refers to: BusinessHours

  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: The date when the service request was closed.
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: A detailed description of the service request.

  • Type: reference

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

  • Relationship name: Entitlement

  • Relationship type: relationship

  • Refers to: Entitlement

  • Type: boolean

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

  • Description:

    Indicates if the service request is closed (true) or not (false). The default value is false.

    The default value is false.

  • Default value: false

  • 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.

  • Default value: false

  • Type: string
  • Properties: Group, Nillable, Sort
  • Description: Information about the milestone the service request reached.
  • Type: string
  • Properties: Autonumber, Defaulted on create, Filter, idLookup, Sort
  • Description: The name of the service request record.

  • 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

  • Relationship type: relationship

  • Refers to: ServiceRequest

  • Type: picklist

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

  • Description:

    Priority of a service request.

    The default value is Low.

  • Possible values:

    • High — High
    • Medium — Medium
    • Low — Low (default)

  • Default value: Low

  • 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

  • Relationship type: polymorphic

  • Refers to: User, Account

  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: The date and time when the service request was resolved.
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: Resolution summary for the service request.
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: address
  • Properties: Filter, Nillable
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
  • Type: double
  • Properties: Create, Filter, Nillable, Sort, Update
  • Type: double
  • Properties: Create, Filter, Nillable, Sort, Update
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: textarea
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Type: datetime
  • Properties: Filter, Nillable, Sort
  • Description: The date and time when the SLA timer ended.
  • Type: datetime
  • Properties: Filter, Nillable, Sort
  • Description: The date and time when the SLA timer was paused.
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Description: The date and time when the SLA timer started.
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: Specifies the status of a service request.

  • 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.

    The default value is New.

  • Possible values:

    • Closed — Closed
    • Canceled — Canceled
    • InProgress — InProgress
    • New — New (default)
    • OnHold — OnHold
    • Resolved — Resolved

  • Default value: New

  • Type: string
  • Properties: Create, Filter, Group, Sort, Update
  • Description: A short description of the service request.

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.