Incident

Standard fields extend the Incident object for use in Agentforce IT Service to represent an issue. This object is available in API version 65.0 and later.

Supported Calls

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

Fields

AssignedGroupId

Type: reference
Properties: Create, Filter, Group, Nillable, Sort, Update
Description: The group or queue to which the incident is assigned. This field is a relationship field.
Relationship Name: AssignedGroup
Refers To: Group

AssignedUserId

Type: reference
Properties: Create, Filter, Group, Nillable, Sort, Update
Description: The primary user to whom the incident is assigned. This field is a relationship field.
Relationship Name: AssignedUser
Refers To: User

BusinessHoursId

Type: reference
Properties: Create, Filter, Group, Nillable, Sort, Update
Description: The ID of the business hours related to the entitlement process for an incident. This field is a relationship field.
Relationship Name: BusinessHours
Refers To: BusinessHours

EntitlementId

Type: reference
Properties: Create, Filter, Group, Nillable, Sort, Update
Description: The ID of the entitlement related to the incident. This field is a relationship field.
Relationship Name: Entitlement
Refers To: Entitlement

IsAutomaticallyCreated

Type: boolean
Properties: Create, Defaulted on create, Filter, Group, Sort, Update
Description: Indicates whether an incident is created automatically (true) or not (false).
Default value: false

IsClosed

Type: boolean
Properties: Defaulted on create, Filter, Group, Sort
Description: Indicates whether an incident is closed (true) or not (false).
Default value: false

IsVipUserImpacted

Type: boolean
Properties: Defaulted on create, Filter, Group, Sort
Description: Indicates whether the incident is reported by or created for a high-priority user (true) or not (false). If the incident impacts users who have VIP permissions, these incidents are given higher priority.
Default value: false

IsStopped

Type: boolean
Properties: Create, Defaulted on create, Filter, Group, Sort, Update
Description: Indicates whether an incident is paused for further processing (true) or not (false).
Default value: false

MajorIncidentStatus

Type: picklist
Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
Description: Specifies the status of the incident if it’s a major incident.
Possible values:
- Approved
- Proposed
- Rejected
- Demoted

MajorIncidentStatusComments

Type: textarea
Properties: Create, Nillable, Update
Description: The comments related to a major incident for a specific status.

MilestoneStatus

Type: string
Properties: Group, Nillable, Sort
Description: The milestone status related to the entitlement process for an incident.

MilestoneTimer

Type: string
Properties: Group, Nillable, Sort
Description: Track time remaining or overdue duration for incident milestones.

NextMilestone

Type: reference
Properties: Group, Nillable, Sort
Description: Identify the specific action required to complete a milestone.

ReportedById

Type: reference
Properties: Create, Filter, Group, Nillable, Sort, Update
Description: The user who reported the incident. This field is a polymorphic relationship field.
Relationship Name: ReportedBy
Refers To: Account, User

ResolutionStatusCode

Type: picklist
Properties: Create, Filter, Group, Nillable, Sort, Update
Description: Specifies the status code for the incident when it’s resolved, such as resolved by the reportee, known error, or workaround provided.
Possible values:
- Change Request Created
- Duplicate
- Known Error
- No Resolution Provided
- Other
- Resolved By Reporter
- Resolved Post Change
- Solution Provided
- User Error
- Workaround Provided

SlaExitDate

Type: dateTime
Properties: Filter, Nillable, Sort
Description: The date and time when the entitlement process ends for an incident.

SlaStartDate

Type: dateTime
Properties: Create, Filter, Nillable, Sort, Update
Description: The date and time when the entitlement process starts for an incident.

StopStartDate

Type: dateTime
Properties: Filter, Nillable, Sort
Description: The date and time when the incident is paused.

For other fields on this object, see Object Reference for the Salesforce Platform: Incident