incident EntityType
Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online
Description: Service request case associated with a contract.
Entity Set path:[organization URI]/api/data/v8.2/incidents
Base Type: crmbaseentity EntityType
Display Name: Case
Primary Key: incidentid
Primary Name Attribute: title
Properties
Lookup Properties
Single-valued navigation properties
Collection-valued navigation properties
Operations bound to incident
Operations using the incident entity type.
Properties
Properties represent fields of data stored in the entity. Some properties are read-only.
Name |
Type |
Details |
|---|---|---|
activitiescomplete |
Edm.Boolean |
Description: This attribute is used for Sample Service Business Processes. Default Options: 1 : Yes Display Name: Activities Complete |
actualserviceunits |
Edm.Int32 |
Description: Type the number of service units that were actually required to resolve the case. Display Name: Actual Service Units |
billedserviceunits |
Edm.Int32 |
Description: Type the number of service units that were billed to the customer for the case. Display Name: Billed Service Units |
blockedprofile |
Edm.Boolean |
Description: Details whether the profile is blocked or not. Default Options: 1 : Yes Display Name: Blocked Profile |
caseorigincode |
Edm.Int32 |
Description: Select how contact about the case was originated, such as email, phone, or web, for use in reporting and analysis. Default Options: 1 : Phone Display Name: Origin |
casetypecode |
Edm.Int32 |
Description: Select the type of case to identify the incident for use in case routing and analysis. Default Options: 1 : Question Display Name: Case Type |
checkemail |
Edm.Boolean |
Description: This attribute is used for Sample Service Business Processes. Default Options: 1 : Yes Display Name: Check Email |
contractservicelevelcode |
Edm.Int32 |
Description: Select the service level for the case to make sure the case is handled correctly. Default Options: 1 : Gold Display Name: Service Level |
createdon |
Edm.DateTimeOffset |
Description: Shows the date and time when the record was created. The date and time are displayed in the time zone selected in Microsoft Dynamics 365 options. Display Name: Created On Read-only property |
customercontacted |
Edm.Boolean |
Description: Tells whether customer service representative has contacted the customer or not. Default Options: 1 : Yes Display Name: Customer Contacted |
customersatisfactioncode |
Edm.Int32 |
Description: Select the customer's level of satisfaction with the handling and resolution of the case. Default Options: 5 : Very Satisfied Display Name: Satisfaction |
decremententitlementterm |
Edm.Boolean |
Description: Shows whether terms of the associated entitlement should be decremented or not. Default Options: 1 : Yes Display Name: Decrement Entitlement Terms |
description |
Edm.String |
Description: Type additional information to describe the case to assist the service team in reaching a resolution. Display Name: Description |
entityimage |
Edm.Binary |
Description: The default image for the entity. Display Name: Entity Image |
entityimage_timestamp |
Edm.Int64 |
Description: Read-only property |
entityimage_url |
Edm.String |
Description: Read-only property |
entityimageid |
Edm.Guid |
Description: For internal use only. Display Name: Entity Image Id Read-only property |
escalatedon |
Edm.DateTimeOffset |
Description: Indicates the date and time when the case was escalated. Display Name: Escalated On Read-only property |
exchangerate |
Edm.Decimal |
Description: Shows the conversion rate of the record's currency. The exchange rate is used to convert all money fields in the record from the local currency to the system's default currency. Display Name: Exchange Rate Read-only property |
firstresponsesent |
Edm.Boolean |
Description: Indicates if the first response has been sent. Default Options: 1 : Yes Display Name: First Response Sent |
firstresponseslastatus |
Edm.Int32 |
Description: Shows the status of the initial response time for the case according to the terms of the SLA. Default Options: 1 : In Progress Display Name: First Response SLA Status |
followupby |
Edm.DateTimeOffset |
Description: Enter the date by which a customer service representative has to follow up with the customer on this case. Display Name: Follow Up By |
followuptaskcreated |
Edm.Boolean |
Description: This attribute is used for Sample Service Business Processes. Default Options: 1 : Yes Display Name: Follow up Task Created |
importsequencenumber |
Edm.Int32 |
Description: Unique identifier of the data import or data migration that created this record. Display Name: Import Sequence Number |
incidentid |
Edm.Guid |
Description: Unique identifier of the case. Display Name: Case |
incidentstagecode |
Edm.Int32 |
Description: Select the current stage of the service process for the case to assist service team members when they review or transfer a case. Default Options: 1 : Default Value Display Name: Case Stage |
influencescore |
Edm.Double |
Description: Will contain the Influencer score coming from NetBreeze. Display Name: Influence Score |
isdecrementing |
Edm.Boolean |
Description: For system use only. Default Options: 1 : Yes Display Name: Decrementing |
isescalated |
Edm.Boolean |
Description: Indicates if the case has been escalated. Default Options: 1 : Yes Display Name: IsEscalated |
lastonholdtime |
Edm.DateTimeOffset |
Description: Contains the date time stamp of the last on hold time. Display Name: Last On Hold Time |
merged |
Edm.Boolean |
Description: Tells whether the incident has been merged with another incident. Default Options: 1 : Yes Display Name: Internal Use Only Read-only property |
messagetypecode |
Edm.Int32 |
Description: Shows whether the post originated as a public or private message. Default Options: 0 : Public Message Display Name: Received As |
modifiedon |
Edm.DateTimeOffset |
Description: Shows the date and time when the record was last updated. The date and time are displayed in the time zone selected in Microsoft Dynamics 365 options. Display Name: Modified On Read-only property |
numberofchildincidents |
Edm.Int32 |
Description: Number of child incidents associated with the incident. Display Name: Child Cases Read-only property |
onholdtime |
Edm.Int32 |
Description: Shows the duration in minutes for which the case was on hold. Display Name: On Hold Time (Minutes) Read-only property |
overriddencreatedon |
Edm.DateTimeOffset |
Description: Date and time that the record was migrated. Display Name: Record Created On |
prioritycode |
Edm.Int32 |
Description: Select the priority so that preferred customers or critical issues are handled quickly. Default Options: 1 : High Display Name: Priority |
processid |
Edm.Guid |
Description: Shows the ID of the process. Display Name: Process |
productserialnumber |
Edm.String |
Description: Type the serial number of the product that is associated with this case, so that the number of cases per product can be reported. Display Name: Serial Number |
resolveby |
Edm.DateTimeOffset |
Description: Enter the date by when the case must be resolved. Display Name: Resolve By |
resolvebyslastatus |
Edm.Int32 |
Description: Shows the status of the resolution time for the case according to the terms of the SLA. Default Options: 1 : In Progress Display Name: Resolve By SLA Status |
responseby |
Edm.DateTimeOffset |
Description: For internal use only. Display Name: First Response By |
routecase |
Edm.Boolean |
Description: Tells whether the incident has been routed to queue or not. Default Options: 1 : Yes Display Name: Route Case |
sentimentvalue |
Edm.Double |
Description: Value derived after assessing words commonly associated with a negative, neutral, or positive sentiment that occurs in a social post. Sentiment information can also be reported as numeric values. Display Name: Sentiment Value |
servicestage |
Edm.Int32 |
Description: Select the stage, in the case resolution process, that the case is in. Default Options: 0 : Identify Display Name: Service Stage |
severitycode |
Edm.Int32 |
Description: Select the severity of this case to indicate the incident's impact on the customer's business. Default Options: 1 : Default Value Display Name: Severity |
stageid |
Edm.Guid |
Description: Shows the ID of the stage. Display Name: Process Stage |
statecode |
Edm.Int32 |
Description: Shows whether the case is active, resolved, or canceled. Resolved and canceled cases are read-only and can't be edited unless they are reactivated. Default Options: 0 : Active Display Name: Status |
statuscode |
Edm.Int32 |
Description: Select the case's status. Default Options: 5 : Problem Solved Display Name: Status Reason |
ticketnumber |
Edm.String |
Description: Shows the case number for customer reference and searching capabilities. This cannot be modified. Display Name: Case Number |
timezoneruleversionnumber |
Edm.Int32 |
Description: For internal use only. Display Name: Time Zone Rule Version Number |
title |
Edm.String |
Description: Type a subject or descriptive name, such as the request, issue, or company name, to identify the case in Microsoft Dynamics 365 views. Display Name: Case Title |
traversedpath |
Edm.String |
Description: For internal use only. Display Name: Traversed Path |
utcconversiontimezonecode |
Edm.Int32 |
Description: Time zone code that was in use when the record was created. Display Name: UTC Conversion Time Zone Code |
versionnumber |
Edm.Int64 |
Description: Version number of the case. Display Name: Version Number Read-only property |
Lookup Properties
Lookup properties are read-only, computed properties which contain entity primary key Edm.Guid data for one or more corresponding single-valued navigation properties. More information: Lookup properties and Retrieve data about lookup properties
Name |
Single-valued navigation property |
Description |
|---|---|---|
_accountid_value |
Unique identifier of the account with which the case is associated. |
|
_contactid_value |
Unique identifier of the contact associated with the case. |
|
_contractdetailid_value |
contractdetailid |
Choose the contract line that the case should be logged under to make sure the customer is charged correctly. |
_contractid_value |
contractid |
Choose the service contract that the case should be logged under to make sure the customer is eligible for support services. |
_createdby_value |
createdby |
Shows who created the record. |
_createdonbehalfby_value |
createdonbehalfby |
Shows who created the record on behalf of another user. |
_customerid_value |
customerid_contact customerid_account |
Select the customer account or contact to provide a quick link to additional customer details, such as account information, activities, and opportunities. |
_entitlementid_value |
entitlementid |
Choose the entitlement that is applicable for the case. |
_existingcase_value |
existingcase |
Select an existing case for the customer that has been populated. For internal use only. |
_firstresponsebykpiid_value |
firstresponsebykpiid |
For internal use only. |
_kbarticleid_value |
kbarticleid |
Choose the article that contains additional information or a resolution for the case, for reference during research or follow up with the customer. |
_masterid_value |
masterid |
Choose the primary case the current case was merged into. |
_modifiedby_value |
modifiedby |
Shows who last updated the record. |
_modifiedonbehalfby_value |
modifiedonbehalfby |
Shows who last updated the record on behalf of another user. |
_ownerid_value |
ownerid |
Enter the user or team who is assigned to manage the record. This field is updated every time the record is assigned to a different user. |
_owningbusinessunit_value |
owningbusinessunit |
Unique identifier of the business unit that owns the case. |
_owningteam_value |
owningteam |
Unique identifier of the team who owns the case. |
_owninguser_value |
owninguser |
Unique identifier of the user who owns the case. |
_parentcaseid_value |
parentcaseid |
Choose the parent case for a case. |
_primarycontactid_value |
primarycontactid |
Select a primary contact for this case. |
_productid_value |
productid |
Choose the product associated with the case to identify warranty, service, or other product issues and be able to report the number of incidents for each product. |
_resolvebykpiid_value |
resolvebykpiid |
For internal use only. |
_slaid_value |
slaid_sla |
Choose the service level agreement (SLA) that you want to apply to the case record. |
_slainvokedid_value |
slainvokedid_sla |
Last SLA that was applied to this case. This field is for internal use only. |
_socialprofileid_value |
socialprofileid |
Unique identifier of the social profile with which the case is associated. |
_subjectid_value |
subjectid |
Choose the subject for the case, such as catalog request or product complaint, so customer service managers can identify frequent requests or problem areas. Administrators can configure subjects under Business Management in the Settings area. |
_transactioncurrencyid_value |
transactioncurrencyid |
Choose the local currency for the record to make sure budgets are reported in the correct currency. |
Single-valued navigation properties
Single-valued navigation properties represent lookup fields where a single entity can be referenced. Each single-valued navigation property has a corresponding partner collection-valued navigation property on the related entity.
Name |
Type |
Partner |
|---|---|---|
contractdetailid |
contract_detail_cases |
|
contractid |
contract_cases |
|
createdby |
lk_incidentbase_createdby |
|
createdonbehalfby |
lk_incidentbase_createdonbehalfby |
|
customerid_account |
incident_customer_accounts |
|
customerid_contact |
incident_customer_contacts |
|
entitlementid |
entitlement_cases |
|
existingcase |
incident_existingcase |
|
firstresponsebykpiid |
slakpiinstance_incident_firstresponsebykpi |
|
kbarticleid |
kbarticle_incidents |
|
masterid |
incident_master_incident |
|
modifiedby |
lk_incidentbase_modifiedby |
|
modifiedonbehalfby |
lk_incidentbase_modifiedonbehalfby |
|
ownerid |
owner_incidents |
|
owningbusinessunit |
business_unit_incidents |
|
owningteam |
team_incidents |
|
owninguser |
system_user_incidents |
|
parentcaseid |
incident_parent_incident |
|
primarycontactid |
contact_as_primary_contact |
|
productid |
product_incidents |
|
resolvebykpiid |
slakpiinstance_incident_resolvebykpi |
|
responsiblecontactid |
contact_as_responsible_contact |
|
slaid_sla |
manualsla_cases |
|
slainvokedid_sla |
sla_cases |
|
socialprofileid |
socialprofile_cases |
|
stageid_processstage |
processstage_incident |
|
subjectid |
subject_incidents |
|
transactioncurrencyid |
TransactionCurrency_Incident |
Collection-valued navigation properties
Collection-valued navigation properties represent collections of entities which may represent either a one-to-many (1:N) or many-to-many (N:N) relationship between the entities.
Name |
Type |
Partner |
|---|---|---|
incident_actioncard |
regardingobjectid_incident_actioncard |
|
incident_activity_parties |
partyid_incident |
|
Incident_ActivityPointers |
regardingobjectid_incident |
|
Incident_Annotation |
objectid_incident |
|
Incident_Appointments |
regardingobjectid_incident_appointment |
|
Incident_AsyncOperations |
regardingobjectid_incident |
|
Incident_BulkDeleteFailures |
regardingobjectid_incident |
|
incident_connections1 |
record1id_incident |
|
incident_connections2 |
record2id_incident |
|
Incident_DuplicateBaseRecord |
baserecordid_incident |
|
Incident_DuplicateMatchingRecord |
duplicaterecordid_incident |
|
Incident_Emails |
regardingobjectid_incident_email |
|
incident_existingcase |
existingcase |
|
Incident_Faxes |
regardingobjectid_incident_fax |
|
Incident_IncidentResolutions |
incidentid |
|
Incident_Letters |
regardingobjectid_incident_letter |
|
incident_master_incident |
masterid |
|
incident_parent_incident |
parentcaseid |
|
Incident_Phonecalls |
regardingobjectid_incident_phonecall |
|
incident_phonetocaseprocess |
incidentid |
|
incident_PostFollows |
regardingobjectid_incident |
|
incident_PostRegardings |
regardingobjectid_incident |
|
Incident_QueueItem |
objectid_incident |
|
Incident_RecurringAppointmentMasters |
regardingobjectid_incident_recurringappointmentmaster |
|
Incident_ServiceAppointments |
regardingobjectid_incident_serviceappointment |
|
Incident_SocialActivities |
regardingobjectid_incident_socialactivity |
|
Incident_SyncErrors |
regardingobjectid_incident_syncerror |
|
Incident_Tasks |
regardingobjectid_incident_task |
|
knowledgearticle_incidents |
incidentid |
|
KnowledgeBaseRecord_Incident |
KnowledgeBaseRecord_Incident |
|
OriginatingCase_Lead |
originatingcaseid |
|
slakpiinstance_incident |
regarding |
Operations bound to incident
The following operations are bound to the incident entity type.
Name |
Bound to |
|---|---|
Entity |
Operations using the incident entity type.
The following operations use the incident entity type in a parameter or return type.
Name |
How used |
Description |
|---|---|---|
entity Parameter |
Calculates the total time, in minutes, that you used while you worked on an incident (case). |
See Also
Use the Microsoft Dynamics 365 Web API
Web API Action Reference
Web API Function Reference
Web API Query Function Reference
Web API EnumType Reference
Web API ComplexType Reference
Web API Metadata EntityType Reference
Microsoft Dynamics 365
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