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.

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 problem 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 problem 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 a problem. This field is a relationship field.
  • Relationship Name: BusinessHours
  • Refers To: BusinessHours
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: The comments added to a problem by users across various statuses.
  • 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
  • Type: boolean
  • Properties: Defaulted on create, Filter, Group, Sort
  • Description: Indicates whether a problem is closed (true) or not (false).
  • Default value: false
  • 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
  • Type: string
  • Properties: Group, Nillable, Sort
  • Description: The milestone status related to the entitlement process for a problem.
  • Type: textarea
  • Properties: Create, Nillable, Update
  • Description: The permanent solution to a problem. If the problem can be addressed permanently, use this field.
  • 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

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