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.

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

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

  • 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
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: The comments related to a major incident for a specific status.
  • Type: string
  • Properties: Group, Nillable, Sort
  • Description: The milestone status related to the entitlement process for an incident.
  • Type: string
  • Properties: Group, Nillable, Sort
  • Description: Track time remaining or overdue duration for incident milestones.
  • Type: reference
  • Properties: Group, Nillable, Sort
  • Description: Identify the specific action required to complete a milestone.
  • 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

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