incident EntityType

Service request case associated with a contract.

Entity Set Path
[organization URI]/api/data/v9.0/incidents
Base Type
crmbaseentity
Display Name
Case
Primary Key
incidentid
Primary Key Attribute
title
Operations Supported
POST GET PATCH DELETE

Properties

Properties represent fields of data stored in the entity.Some properties are read-only.

Name Type Details
activitiescomplete Edm.Boolean

This attribute is used for Sample Service Business Processes.

Display Name: Activities Complete

Default Options
Value Label
1 Yes
0 No
actualserviceunits Edm.Int32

Type the number of service units that were actually required to resolve the case.

Display Name: Actual Service Units

billedserviceunits Edm.Int32

Type the number of service units that were billed to the customer for the case.

Display Name: Billed Service Units

blockedprofile Edm.Boolean

Details whether the profile is blocked or not.

Display Name: Blocked Profile

Default Options
Value Label
1 Yes
0 No
caseorigincode Edm.Int32

Select how contact about the case was originated, such as email, phone, or web, for use in reporting and analysis.

Display Name: Origin

Default Options
Value Label
1 Phone
2 Email
3 Web
2483 Facebook
3986 Twitter
casetypecode Edm.Int32

Select the type of case to identify the incident for use in case routing and analysis.

Display Name: Case Type

Default Options
Value Label
1 Question
2 Problem
3 Request
checkemail Edm.Boolean

This attribute is used for Sample Service Business Processes.

Display Name: Check Email

Default Options
Value Label
1 Yes
0 No
contractservicelevelcode Edm.Int32

Select the service level for the case to make sure the case is handled correctly.

Display Name: Service Level

Default Options
Value Label
1 Gold
2 Silver
3 Bronze
createdon Edm.DateTimeOffset

Date and time when the record was created.

Display Name: Created On

Read Only
customercontacted Edm.Boolean

Tells whether customer service representative has contacted the customer or not.

Display Name: Customer Contacted

Default Options
Value Label
1 Yes
0 No
customersatisfactioncode Edm.Int32

Select the customer's level of satisfaction with the handling and resolution of the case.

Display Name: Satisfaction

Default Options
Value Label
5 Very Satisfied
4 Satisfied
3 Neutral
2 Dissatisfied
1 Very Dissatisfied
decremententitlementterm Edm.Boolean

Shows whether terms of the associated entitlement should be decremented or not.

Display Name: Decrement Entitlement Terms

Default Options
Value Label
1 Yes
0 No
description Edm.String

Type additional information to describe the case to assist the service team in reaching a resolution.

Display Name: Description

emailaddress Edm.String

The primary email address for the entity.

Display Name: Email Address

entityimage Edm.Binary

The default image for the entity.

Display Name: Entity Image

entityimage_timestamp Edm.Int64
Read Only
entityimage_url Edm.String
Read Only
entityimageid Edm.Guid
Read Only
escalatedon Edm.DateTimeOffset

Indicates the date and time when the case was escalated.

Display Name: Escalated On

Read Only
exchangerate Edm.Decimal

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
firstresponsesent Edm.Boolean

Indicates if the first response has been sent.

Display Name: First Response Sent

Default Options
Value Label
1 Yes
0 No
firstresponseslastatus Edm.Int32

Shows the status of the initial response time for the case according to the terms of the SLA.

Display Name: First Response SLA Status

Default Options
Value Label
1 In Progress
2 Nearing Noncompliance
3 Succeeded
4 Noncompliant
followupby Edm.DateTimeOffset

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

This attribute is used for Sample Service Business Processes.

Display Name: Follow up Task Created

Default Options
Value Label
1 Yes
0 No
importsequencenumber Edm.Int32

Sequence number of the import that created this record.

Display Name: Import Sequence Number

incidentid Edm.Guid

Unique identifier of the case.

Display Name: Case

incidentstagecode Edm.Int32

Select the current stage of the service process for the case to assist service team members when they review or transfer a case.

Display Name: Case Stage

Default Options
Value Label
1 Default Value
influencescore Edm.Double

Will contain the Influencer score coming from NetBreeze.

Display Name: Influence Score

isdecrementing Edm.Boolean

For system use only.

Display Name: Decrementing

Default Options
Value Label
1 Yes
0 No
isescalated Edm.Boolean

Indicates if the case has been escalated.

Display Name: Is Escalated

Default Options
Value Label
1 Yes
0 No
lastonholdtime Edm.DateTimeOffset

Contains the date time stamp of the last on hold time.

Display Name: Last On Hold Time

merged Edm.Boolean

Tells whether the incident has been merged with another incident.

Display Name: Internal Use Only

Read Only
Default Options
Value Label
1 Yes
0 No
messagetypecode Edm.Int32

Shows whether the post originated as a public or private message.

Display Name: Received As

Default Options
Value Label
0 Public Message
1 Private Message
modifiedon Edm.DateTimeOffset

Date and time when the record was modified.

Display Name: Modified On

Read Only
numberofchildincidents Edm.Int32

Number of child incidents associated with the incident.

Display Name: Child Cases

Read Only
onholdtime Edm.Int32

Shows the duration in minutes for which the case was on hold.

Display Name: On Hold Time (Minutes)

Read Only
overriddencreatedon Edm.DateTimeOffset

Date and time that the record was migrated.

Display Name: Record Created On

prioritycode Edm.Int32

Select the priority so that preferred customers or critical issues are handled quickly.

Display Name: Priority

Default Options
Value Label
1 High
2 Normal
3 Low
processid Edm.Guid

Contains the id of the process associated with the entity.

Display Name: Process Id

productserialnumber Edm.String

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

Enter the date by when the case must be resolved.

Display Name: Resolve By

resolvebyslastatus Edm.Int32

Shows the status of the resolution time for the case according to the terms of the SLA.

Display Name: Resolve By SLA Status

Default Options
Value Label
1 In Progress
2 Nearing Noncompliance
3 Succeeded
4 Noncompliant
responseby Edm.DateTimeOffset

For internal use only.

Display Name: First Response By

routecase Edm.Boolean

Tells whether the incident has been routed to queue or not.

Display Name: Route Case

Default Options
Value Label
1 Yes
0 No
sentimentvalue Edm.Double

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

Select the stage, in the case resolution process, that the case is in.

Display Name: Service Stage

Default Options
Value Label
0 Identify
1 Research
2 Resolve
severitycode Edm.Int32

Select the severity of this case to indicate the incident's impact on the customer's business.

Display Name: Severity

Default Options
Value Label
1 Default Value
stageid Edm.Guid

Contains the id of the stage where the entity is located.

Display Name: Stage Id

statecode Edm.Int32

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.

Display Name: Status

Default Options
Value Label
0 Active
1 Resolved
2 Canceled
statuscode Edm.Int32

Select the case's status.

Display Name: Status Reason

Default Options
Value Label
5 Problem Solved
1000 Information Provided
6 Canceled
2000 Merged
1 In Progress
2 On Hold
3 Waiting for Details
4 Researching
ticketnumber Edm.String

Shows the case number for customer reference and searching capabilities. This cannot be modified.

Display Name: Case Number

timezoneruleversionnumber Edm.Int32

For internal use only.

Display Name: Time Zone Rule Version Number

title Edm.String

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

A comma separated list of string values representing the unique identifiers of stages in a Business Process Flow Instance in the order that they occur.

Display Name: Traversed Path

utcconversiontimezonecode Edm.Int32

Time zone code that was in use when the record was created.

Display Name: UTC Conversion Time Zone Code

versionnumber Edm.Int64

Version Number

Display Name: Version Number

Read Only

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.

_createdbyexternalparty_value

Shows the external party who created the record.

_createdonbehalfby_value createdonbehalfby

Shows who created the record on behalf of another user.

_customerid_value customerid_accountcustomerid_contact

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.

_modifiedbyexternalparty_value

Shows the external party who modified the record.

_modifiedonbehalfby_value modifiedonbehalfby

Shows who last updated the record on behalf of another user.

_msdyn_incidenttype_value msdyn_incidenttype

Unique identifier for Incident Type associated with Case.

_ownerid_value ownerid

Owner Id

_owningbusinessunit_value owningbusinessunit

Unique identifier for the business unit that owns the record

_owningteam_value owningteam

Unique identifier for the team that owns the record.

_owninguser_value owninguser

Unique identifier for the user that owns the record.

_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 contractdetail contract_detail_cases
contractid contract contract_cases
createdby systemuser lk_incidentbase_createdby
createdonbehalfby systemuser lk_incidentbase_createdonbehalfby
customerid_account account incident_customer_accounts
customerid_contact contact incident_customer_contacts
entitlementid entitlement entitlement_cases
existingcase incident incident_existingcase
firstresponsebykpiid slakpiinstance slakpiinstance_incident_firstresponsebykpi
kbarticleid kbarticle kbarticle_incidents
masterid incident incident_master_incident
modifiedby systemuser lk_incidentbase_modifiedby
modifiedonbehalfby systemuser lk_incidentbase_modifiedonbehalfby
msdyn_incidenttype msdyn_incidenttype msdyn_msdyn_incidenttype_incident_IncidentType
ownerid principal owner_incidents
owningbusinessunit businessunit business_unit_incidents
owningteam team team_incidents
owninguser systemuser system_user_incidents
parentcaseid incident incident_parent_incident
primarycontactid contact contact_as_primary_contact
productid product product_incidents
resolvebykpiid slakpiinstance slakpiinstance_incident_resolvebykpi
responsiblecontactid contact contact_as_responsible_contact
slaid_sla sla manualsla_cases
slainvokedid_sla sla sla_cases
socialprofileid socialprofile socialprofile_cases
stageid_processstage processstage processstage_incident
subjectid subject subject_incidents
transactioncurrencyid transactioncurrency 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
bpf_incident_msdyn_bpf_477c16f59170487b8b4dc895c5dcd09b msdyn_bpf_477c16f59170487b8b4dc895c5dcd09b bpf_incidentid
bpf_incident_msdyn_bpf_989e9b1857e24af18787d5143b67523b msdyn_bpf_989e9b1857e24af18787d5143b67523b bpf_incidentid
incident_actioncard actioncard regardingobjectid_incident_actioncard
incident_activity_parties activityparty partyid_incident
Incident_ActivityPointers activitypointer regardingobjectid_incident
Incident_Annotation annotation objectid_incident
Incident_Appointments appointment regardingobjectid_incident_appointment
Incident_AsyncOperations asyncoperation regardingobjectid_incident
Incident_BulkDeleteFailures bulkdeletefailure regardingobjectid_incident
incident_connections1 connection record1id_incident
incident_connections2 connection record2id_incident
Incident_DuplicateBaseRecord duplicaterecord baserecordid_incident
Incident_DuplicateMatchingRecord duplicaterecord duplicaterecordid_incident
Incident_Emails email regardingobjectid_incident_email
incident_existingcase incident existingcase
Incident_Faxes fax regardingobjectid_incident_fax
Incident_IncidentResolutions incidentresolution incidentid
Incident_Letters letter regardingobjectid_incident_letter
Incident_MailboxTrackingFolder mailboxtrackingfolder regardingobjectid_incident
incident_master_incident incident masterid
incident_msdyn_approvals msdyn_approval regardingobjectid_incident_msdyn_approval
incident_msdyn_bookingalerts msdyn_bookingalert regardingobjectid_incident_msdyn_bookingalert
incident_OpportunityCloses opportunityclose regardingobjectid_incident_opportunityclose
incident_OrderCloses orderclose regardingobjectid_incident_orderclose
incident_parent_incident incident parentcaseid
Incident_Phonecalls phonecall regardingobjectid_incident_phonecall
incident_phonetocaseprocess phonetocaseprocess incidentid
incident_PostFollows postfollow regardingobjectid_incident
incident_PostRegardings postregarding regardingobjectid_incident
incident_principalobjectattributeaccess principalobjectattributeaccess objectid_incident
Incident_ProcessSessions processsession regardingobjectid_incident
Incident_QueueItem queueitem objectid_incident
incident_QuoteCloses quoteclose regardingobjectid_incident_quoteclose
Incident_RecurringAppointmentMasters recurringappointmentmaster regardingobjectid_incident_recurringappointmentmaster
Incident_ServiceAppointments serviceappointment regardingobjectid_incident_serviceappointment
Incident_SocialActivities socialactivity regardingobjectid_incident_socialactivity
Incident_SyncErrors syncerror regardingobjectid_incident_syncerror
Incident_Tasks task regardingobjectid_incident_task
knowledgearticle_incidents knowledgearticleincident incidentid
KnowledgeBaseRecord_Incident knowledgebaserecord KnowledgeBaseRecord_Incident
msdyn_incident_msdyn_workorder_ServiceRequest msdyn_workorder msdyn_servicerequest
OriginatingCase_Lead lead originatingcaseid
slakpiinstance_incident slakpiinstance regarding

Operations

The following operations can be used with the incident entity type.

Name Binding
ApplyRoutingRule Not Bound
CalculateTotalTimeIncident Entity
CloseIncident Not Bound
CloseQuote Not Bound
GrantAccess Not Bound
IsValidStateTransition Not Bound
Merge Not Bound
ModifyAccess Not Bound
RetrievePrincipalAccess Not Bound
RetrieveSharedPrincipalsAndAccess Not Bound
RevokeAccess Not Bound
Rollup Not Bound

Solutions

The following solutions include the incident entity type.

Name Description
App for Outlook
Field Service Microsoft Dynamics 365 for Field Service allows organizations of any size to deliver intelligent, world class field service, managing all aspects of the end-to-end field service management cycle. Features include scheduling, mobile, asset management, inventory control, customer notifications, and resource utilization controls that help maximize efficiency and minimize costs.
Sales Service For internal use only.
Service Dynamics 365 workload for service.

See Also