Incident

An Incident is any unplanned business interruption that has wide-sweeping impacts and requires an urgent fix. This object contains the details of the incident, documenting the history of the incident from registration to closure. This object is available in API version 53.0 and later.

Supported Calls

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

Fields

Field	Details
Category	Type picklist Properties Create, Filter, Group, Nillable, Sort, Update Description The type of incident.
Description	Type textarea Properties Create, Nillable, Update Description A description of the incident. This field can store up to 32 KB of data, but only the first 255 characters appear in reports.
DetectedDateTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The date and time (in UTC) when the incident was first detected.
EndDateTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The date and time (in UTC) when the incident ended.
Impact	Type picklist Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The incident's impact. Possible values are: `High` `Low` `Medium` The default value is 'High'.
IncidentNumber	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description The unique, system-generated number for the incident.
IsMajorIncident	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the incident is business-critical. If set to `true`, the incident is widespread and business-critical. The default value is `false`.
LastReferencedDate	Type dateTime Properties Filter, Nillable, Sort Description The date and time (in UTC) when the current user last accessed this record, a list view, or another related record.
LastViewedDate	Type dateTime Properties Filter, Nillable, Sort Description The date and time (in UTC) when the current user last viewed this record or list view. If this value is null, the user might have only accessed this record or list view (LastReferencedDate) but not viewed it.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description A polymorphic relationship field that represents the user or group assigned to resolve the incident. Relationship Name Owner Relationship Type Lookup Refers To Group, User
ParentIncidentId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The unique ID of an incident above one or more related incidents in an incident hierarchy. This is a relationship field. Relationship Name ParentIncident Relationship Type Lookup Refers To Incident
Priority	Type picklist Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The impact and urgency of the incident. Possible values are: `Critical` `High` `Low` `Moderate` The default value is 'Critical'.
PriorityOverrideReason	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The reason why a priority should be changed or edited.
ReportedMethod	Type picklist Properties Create, Filter, Group, Nillable, Sort, Update Description Indicates how the incident was reported to customer service.
ResolutionDateTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The date and time (in UTC) when the incident was resolved.
ResolutionSummary	Type textarea Properties Create, Nillable, Update Description A description of possible steps to resolve the incident.
ResolvedById	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The unique ID of the user who resolved the incident. This is a relationship field. Relationship Name ResolvedBy Relationship Type Lookup Refers To User
StartDateTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The date and time (in UTC) when the incident began.
Status	Type picklist Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Any custom or granular stages a customer may want to track. Possible values are: `Completed` `In Progress` `New` `Open` `Problem Created` `Resolved` The default value is 'New'.
StatusCode	Type picklist Properties Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort Description The incident's status. Possible values are: `Completed` `InProgress` `New` `Open` `ProblemCreated` `Resolved` The default value is 'New'.
SubCategory	Type picklist Properties Create, Filter, Group, Nillable, Sort, Update Description The type of incident. One level deeper than Category. Administrators set field values.
Subject	Type string Properties Create, Filter, Group, Sort, Update Description A brief description of the incident.
Type	Type picklist Properties Create, Filter, Group, Nillable, Sort, Update Description The type of incident, for example, question or problem. Administrators set field values.
Urgency	Type picklist Properties Create, Defaulted on create, Filter, Group, Sort, Update Description A measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact. Possible values are: `High` `Low` `Medium` The default value is 'High'.

Associated Objects

This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version and later.

IncidentChangeEvent: Change events are available for the object.
IncidentFeed: Feed tracking is available for the object.
IncidentHistory: History is available for tracked fields of the object.
IncidentOwnerSharingRule: Sharing rules are available for the object.
IncidentShare: Sharing is available for the object.