Problem

Standard fields extend the Problem object for use in Agentforce IT Service to represent the root cause of 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 problem 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 problem 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 a problem. This field is a relationship field.
Relationship Name: BusinessHours
Refers To: BusinessHours

Comments

Type: textarea
Properties: Create, Nillable, Update
Description: The comments added to a problem by users across various statuses.

EntitlementId

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

IsClosed

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

IsStopped

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

MilestoneStatus

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

PermanentSolution

Type: textarea
Properties: Create, Nillable, Update
Description: The permanent solution to a problem. If the problem can be addressed permanently, use this field.

ReportedById

Type: reference
Properties: Create, Filter, Group, Nillable, Sort, Update
Description: The user or account who reports a problem. This field is a relationship field.
Relationship Name: ReportedBy
Refers To: User

ResolutionStatusCode

Type: picklist
Properties: Create, Defaulted on create, Filter, Group, Nillable, Sort, Update
Description: Specifies the status code for the problem when it’s resolved, such as resolved by the reportee, known error, or workaround provided.
Default value: Duplicate
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 a problem.

SlaStartDate

Type: dateTime
Properties: Create, Filter, Nillable, Sort, Update
Description:

StopStartDate

Type: dateTime
Properties: Filter, Nillable, Sort
Description: The date and time when the entitlement process starts for a problem.

Workaround

Type: textarea
Properties: Create, Nillable, Update
Description: The workaround to a problem. When there’s no permanent solution for a problem, use this field.

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