---
schema_version: "1"
id: 4dbd044c7376bfa8eefa5851d241b912c48a587627c4091ff8102390c0442281
title: Agentforce IT Service | Get Incidents Based on Description
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_ref_it_srvcs_getincidentsbasedondescription.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getincidentsbasedondescription.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bddd4861ca0cd342b79197456439d3d1b7e8d6f4b593dc08839583408bb0ce84
description: Retrieves a list of records based on the user's description for specific types of tickets such as cases, incidents, or service requests. The action uses AI-powered filtering to get the most relevant list of records by understanding the intent of the user input and generates a summary of the relevant records.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Agentforce IT Service | Get Incidents Based on Description

Retrieves a list of records based on the user's description for specific types of tickets such as cases, incidents, or service requests. The action uses AI-powered filtering to get the most relevant list of records by understanding the intent of the user input and generates a summary of the relevant records.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with the AI Agents for Employees add-on license.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d204927e64">User Permissions Needed</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d204927e67">&nbsp;</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d204927e64 d204927e67 ">See <a href="https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&amp;type=5&amp;language=en_US" target="_blank">Common User Access for Standard Agent
              Actions</a>.</td>

        </tr>
      </tbody>
    </table>

## Action Details

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetIncidentsBasedOnDescription</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Incidents Based on Description</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">Yes</td></tr></tbody></table>