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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
0 : No

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
0 : No

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
2 : Email
3 : Web
2483 : Facebook
3986 : Twitter

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
2 : Problem
3 : Request

Display Name: Case Type

checkemail

Edm.Boolean

Description: This attribute is used for Sample Service Business Processes.

Default Options:

1 : Yes
0 : No

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
2 : Silver
3 : Bronze

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
0 : No

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
4 : Satisfied
3 : Neutral
2 : Dissatisfied
1 : Very Dissatisfied

Display Name: Satisfaction

decremententitlementterm

Edm.Boolean

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

Default Options:

1 : Yes
0 : No

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
0 : No

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
2 : Nearing Noncompliance
3 : Succeeded
4 : Noncompliant

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
0 : No

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
0 : No

Display Name: Decrementing

isescalated

Edm.Boolean

Description: Indicates if the case has been escalated.

Default Options:

1 : Yes
0 : No

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
0 : No

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
1 : Private 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
2 : Normal
3 : Low

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
2 : Nearing Noncompliance
3 : Succeeded
4 : Noncompliant

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
0 : No

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
1 : Research
2 : Resolve

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
1 : Resolved
2 : Canceled

Display Name: Status

statuscode

Edm.Int32

Description: Select the case's status.

Default Options:

5 : Problem Solved
1000 : Information Provided
6 : Canceled
2000 : Merged
1 : In Progress
2 : On Hold
3 : Waiting for Details
4 : Researching

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

contractdetail EntityType

contract_detail_cases

contractid

contract EntityType

contract_cases

createdby

systemuser EntityType

lk_incidentbase_createdby

createdonbehalfby

systemuser EntityType

lk_incidentbase_createdonbehalfby

customerid_account

account EntityType

incident_customer_accounts

customerid_contact

contact EntityType

incident_customer_contacts

entitlementid

entitlement EntityType

entitlement_cases

existingcase

incident EntityType

incident_existingcase

firstresponsebykpiid

slakpiinstance EntityType

slakpiinstance_incident_firstresponsebykpi

kbarticleid

kbarticle EntityType

kbarticle_incidents

masterid

incident EntityType

incident_master_incident

modifiedby

systemuser EntityType

lk_incidentbase_modifiedby

modifiedonbehalfby

systemuser EntityType

lk_incidentbase_modifiedonbehalfby

ownerid

principal EntityType

owner_incidents

owningbusinessunit

businessunit EntityType

business_unit_incidents

owningteam

team EntityType

team_incidents

owninguser

systemuser EntityType

system_user_incidents

parentcaseid

incident EntityType

incident_parent_incident

primarycontactid

contact EntityType

contact_as_primary_contact

productid

product EntityType

product_incidents

resolvebykpiid

slakpiinstance EntityType

slakpiinstance_incident_resolvebykpi

responsiblecontactid

contact EntityType

contact_as_responsible_contact

slaid_sla

sla EntityType

manualsla_cases

slainvokedid_sla

sla EntityType

sla_cases

socialprofileid

socialprofile EntityType

socialprofile_cases

stageid_processstage

processstage EntityType

processstage_incident

subjectid

subject EntityType

subject_incidents

transactioncurrencyid

transactioncurrency EntityType

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

actioncard EntityType

regardingobjectid_incident_actioncard

incident_activity_parties

activityparty EntityType

partyid_incident

Incident_ActivityPointers

activitypointer EntityType

regardingobjectid_incident

Incident_Annotation

annotation EntityType

objectid_incident

Incident_Appointments

appointment EntityType

regardingobjectid_incident_appointment

Incident_AsyncOperations

asyncoperation EntityType

regardingobjectid_incident

Incident_BulkDeleteFailures

bulkdeletefailure EntityType

regardingobjectid_incident

incident_connections1

connection EntityType

record1id_incident

incident_connections2

connection EntityType

record2id_incident

Incident_DuplicateBaseRecord

duplicaterecord EntityType

baserecordid_incident

Incident_DuplicateMatchingRecord

duplicaterecord EntityType

duplicaterecordid_incident

Incident_Emails

email EntityType

regardingobjectid_incident_email

incident_existingcase

incident EntityType

existingcase

Incident_Faxes

fax EntityType

regardingobjectid_incident_fax

Incident_IncidentResolutions

incidentresolution EntityType

incidentid

Incident_Letters

letter EntityType

regardingobjectid_incident_letter

incident_master_incident

incident EntityType

masterid

incident_parent_incident

incident EntityType

parentcaseid

Incident_Phonecalls

phonecall EntityType

regardingobjectid_incident_phonecall

incident_phonetocaseprocess

phonetocaseprocess EntityType

incidentid

incident_PostFollows

postfollow EntityType

regardingobjectid_incident

incident_PostRegardings

postregarding EntityType

regardingobjectid_incident

Incident_QueueItem

queueitem EntityType

objectid_incident

Incident_RecurringAppointmentMasters

recurringappointmentmaster EntityType

regardingobjectid_incident_recurringappointmentmaster

Incident_ServiceAppointments

serviceappointment EntityType

regardingobjectid_incident_serviceappointment

Incident_SocialActivities

socialactivity EntityType

regardingobjectid_incident_socialactivity

Incident_SyncErrors

syncerror EntityType

regardingobjectid_incident_syncerror

Incident_Tasks

task EntityType

regardingobjectid_incident_task

knowledgearticle_incidents

knowledgearticleincident EntityType

incidentid

KnowledgeBaseRecord_Incident

knowledgebaserecord EntityType

KnowledgeBaseRecord_Incident

OriginatingCase_Lead

lead EntityType

originatingcaseid

slakpiinstance_incident

slakpiinstance EntityType

regarding

Operations bound to incident

The following operations are bound to the incident entity type.

Name

Bound to

CalculateTotalTimeIncident Function

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

CalculateTotalTimeIncident Function

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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