CRM Incident

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Table

CRM Incident

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Fields

#	Name	Type
1	IncidentId (IncidentId)	GUID	ExternalName: incidentid ExternalType: Uniqueidentifier ExternalAccess: Insert Description: Unique identifier of the case.
2	OwningBusinessUnit (OwningBusinessUnit)	GUID	ExternalName: owningbusinessunit ExternalType: Lookup ExternalAccess: Read Description: Unique identifier of the business unit that owns the case. TableRelation: "CRM Businessunit".BusinessUnitId
3	ContractId (ContractId)	GUID	ExternalName: contractid ExternalType: Lookup Description: Choose the service contract that the case should be logged under to make sure the customer is eligible for support services. TableRelation: "CRM Contract".ContractId
4	OwningUser (OwningUser)	GUID	ExternalName: owninguser ExternalType: Lookup ExternalAccess: Read Description: Unique identifier of the user who owns the case. TableRelation: "CRM Systemuser".SystemUserId
5	ActualServiceUnits (ActualServiceUnits)	Integer	MaxValue: 1000000000 ExternalName: actualserviceunits ExternalType: Integer Description: Type the number of service units that were actually required to resolve the case.
6	CaseOriginCode (CaseOriginCode)	Option	[ ,Phone,Email,Web,Facebook,Twitter] OptionOrdinalValues: [-1;1;2;3;2483;3986] InitValue: [ ] ExternalName: caseorigincode ExternalType: Picklist Description: Select how contact about the case was originated, such as email, phone, or web, for use in reporting and analysis.
7	BilledServiceUnits (BilledServiceUnits)	Integer	MaxValue: 1000000000 ExternalName: billedserviceunits ExternalType: Integer Description: Type the number of service units that were billed to the customer for the case.
8	CaseTypeCode (CaseTypeCode)	Option	[ ,Question,Problem,Request] OptionOrdinalValues: [-1;1;2;3] InitValue: [ ] ExternalName: casetypecode ExternalType: Picklist Description: Select the type of case to identify the incident for use in case routing and analysis.
9	ProductSerialNumber (ProductSerialNumber)	Text100	ExternalName: productserialnumber ExternalType: 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.
10	Title (Title)	Text200	ExternalName: title ExternalType: String Description: Type a subject or descriptive name, such as the request, issue, or company name, to identify the case in Microsoft Dynamics CRM views.
11	ProductId (ProductId)	GUID	ExternalName: productid ExternalType: Lookup Description: 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. TableRelation: "CRM Product".ProductId
12	ContractServiceLevelCode (ContractServiceLevelCode)	Option	[ ,Gold,Silver,Bronze] OptionOrdinalValues: [-1;1;2;3] InitValue: [ ] ExternalName: contractservicelevelcode ExternalType: Picklist Description: Select the service level for the case to make sure the case is handled correctly.
13	AccountId (AccountId)	GUID	ExternalName: accountid ExternalType: Lookup ExternalAccess: Read Description: Unique identifier of the account with which the case is associated. TableRelation: "CRM Account".AccountId
14	Description (Description)	BLOB [Memo]	ExternalName: description ExternalType: Memo Description: Type additional information to describe the case to assist the service team in reaching a resolution.
15	ContactId (ContactId)	GUID	ExternalName: contactid ExternalType: Lookup ExternalAccess: Read Description: Unique identifier of the contact associated with the case. TableRelation: "CRM Contact".ContactId
16	IsDecrementing (IsDecrementing)	Boolean	ExternalName: isdecrementing ExternalType: Boolean Description: For system use only.
17	CreatedOn (CreatedOn)	DateTime	ExternalName: createdon ExternalType: DateTime ExternalAccess: Read 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 CRM options.
18	TicketNumber (TicketNumber)	Text100	ExternalName: ticketnumber ExternalType: String ExternalAccess: Insert Description: Shows the case number for customer reference and searching capabilities. This cannot be modified.
19	PriorityCode (PriorityCode)	Option	[High,Normal,Low] OptionOrdinalValues: [1;2;3] InitValue: Normal ExternalName: prioritycode ExternalType: Picklist Description: Select the priority so that preferred customers or critical issues are handled quickly.
20	CustomerSatisfactionCode (CustomerSatisfactionCode)	Option	[ ,VerySatisfied,Satisfied,Neutral,Dissatisfied,VeryDissatisfied] OptionOrdinalValues: [-1;5;4;3;2;1] InitValue: [ ] ExternalName: customersatisfactioncode ExternalType: Picklist Description: Select the customer's level of satisfaction with the handling and resolution of the case.
21	IncidentStageCode (IncidentStageCode)	Option	DefaultValue OptionOrdinalValues: 1 InitValue: DefaultValue ExternalName: incidentstagecode ExternalType: Picklist Description: Select the current stage of the service process for the case to assist service team members when they review or transfer a case.
22	ModifiedOn (ModifiedOn)	DateTime	ExternalName: modifiedon ExternalType: DateTime ExternalAccess: Read 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 CRM options.
23	CreatedBy (CreatedBy)	GUID	ExternalName: createdby ExternalType: Lookup ExternalAccess: Read Description: Shows who created the record. TableRelation: "CRM Systemuser".SystemUserId
24	FollowupBy (FollowupBy)	Date	ExternalName: followupby ExternalType: DateTime Description: Enter the date by which a customer service representative has to follow up with the customer on this case.
25	ModifiedBy (ModifiedBy)	GUID	ExternalName: modifiedby ExternalType: Lookup ExternalAccess: Read Description: Shows who last updated the record. TableRelation: "CRM Systemuser".SystemUserId
26	VersionNumber (VersionNumber)	BigInteger	ExternalName: versionnumber ExternalType: BigInt ExternalAccess: Read Description: Version number of the case.
27	StateCode (StateCode)	Option	[Active,Resolved,Canceled] OptionOrdinalValues: [0;1;2] InitValue: Active ExternalName: statecode ExternalType: State ExternalAccess: Modify 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.
28	SeverityCode (SeverityCode)	Option	DefaultValue OptionOrdinalValues: 1 InitValue: DefaultValue ExternalName: severitycode ExternalType: Picklist Description: Select the severity of this case to indicate the incident's impact on the customer's business.
29	StatusCode (StatusCode)	Option	[ ,ProblemSolved,InformationProvided,Canceled,Merged,InProgress,OnHold,WaitingforDetails,Researching] OptionOrdinalValues: [-1;5;1000;6;2000;1;2;3;4] InitValue: [ ] ExternalName: statuscode ExternalType: Status Description: Select the case's status.
30	ResponsibleContactId (ResponsibleContactId)	GUID	ExternalName: responsiblecontactid ExternalType: Lookup Description: Choose an additional customer contact who can also help resolve the case. TableRelation: "CRM Contact".ContactId
31	AccountIdName (AccountIdName)	Text160	ExternalName: accountidname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Account".Name WHERE (AccountId=FIELD(AccountId)))	FlowField
32	ContactIdName (ContactIdName)	Text160	ExternalName: contactidname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Contact".FullName WHERE (ContactId=FIELD(ContactId)))	FlowField
33	ResponsibleContactIdName (ResponsibleContactIdName)	Text160	ExternalName: responsiblecontactidname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Contact".FullName WHERE (ContactId=FIELD(ResponsibleContactId)))	FlowField
34	ContractIdName (ContractIdName)	Text100	ExternalName: contractidname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Contract".Title WHERE (ContractId=FIELD(ContractId)))	FlowField
35	ProductIdName (ProductIdName)	Text100	ExternalName: productidname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Product".Name WHERE (ProductId=FIELD(ProductId)))	FlowField
36	CreatedByName (CreatedByName)	Text200	ExternalName: createdbyname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Systemuser".FullName WHERE (SystemUserId=FIELD(CreatedBy)))	FlowField
37	ModifiedByName (ModifiedByName)	Text200	ExternalName: modifiedbyname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Systemuser".FullName WHERE (SystemUserId=FIELD(ModifiedBy)))	FlowField
38	CustomerId (CustomerId)	GUID	ExternalName: customerid ExternalType: Customer Description: Select the customer account or contact to provide a quick link to additional customer details, such as account information, activities, and opportunities. TableRelation: IF (CustomerIdType=CONST(account)) "CRM Account".AccountId ELSE IF (CustomerIdType=CONST(contact)) "CRM Contact".ContactId;
39	CustomerIdType (CustomerIdType)	Option	[ ,account,contact] ExternalName: customeridtype ExternalType: EntityName
40	OwnerId (OwnerId)	GUID	ExternalName: ownerid ExternalType: Owner Description: 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. TableRelation: IF (OwnerIdType=CONST(systemuser)) "CRM Systemuser".SystemUserId ELSE IF (OwnerIdType=CONST(team)) "CRM Team".TeamId;
41	OwnerIdType (OwnerIdType)	Option	[ ,systemuser,team] ExternalName: owneridtype ExternalType: EntityName
42	TimeZoneRuleVersionNumber (TimeZoneRuleVersionNumber)	Integer	MinValue: -1 ExternalName: timezoneruleversionnumber ExternalType: Integer Description: For internal use only.
43	ImportSequenceNumber (ImportSequenceNumber)	Integer	ExternalName: importsequencenumber ExternalType: Integer ExternalAccess: Insert Description: Unique identifier of the data import or data migration that created this record.
44	UTCConversionTimeZoneCode (UTCConversionTimeZoneCode)	Integer	MinValue: -1 ExternalName: utcconversiontimezonecode ExternalType: Integer Description: Time zone code that was in use when the record was created.
45	OverriddenCreatedOn (OverriddenCreatedOn)	Date	ExternalName: overriddencreatedon ExternalType: DateTime ExternalAccess: Insert Description: Date and time that the record was migrated.
46	CreatedOnBehalfBy (CreatedOnBehalfBy)	GUID	ExternalName: createdonbehalfby ExternalType: Lookup ExternalAccess: Read Description: Shows who created the record on behalf of another user. TableRelation: "CRM Systemuser".SystemUserId
47	CreatedOnBehalfByName (CreatedOnBehalfByName)	Text200	ExternalName: createdonbehalfbyname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Systemuser".FullName WHERE (SystemUserId=FIELD(CreatedOnBehalfBy)))	FlowField
48	ModifiedOnBehalfBy (ModifiedOnBehalfBy)	GUID	ExternalName: modifiedonbehalfby ExternalType: Lookup ExternalAccess: Read Description: Shows who last updated the record on behalf of another user. TableRelation: "CRM Systemuser".SystemUserId
49	ModifiedOnBehalfByName (ModifiedOnBehalfByName)	Text200	ExternalName: modifiedonbehalfbyname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Systemuser".FullName WHERE (SystemUserId=FIELD(ModifiedOnBehalfBy)))	FlowField
50	OwningTeam (OwningTeam)	GUID	ExternalName: owningteam ExternalType: Lookup ExternalAccess: Read Description: Unique identifier of the team who owns the case. TableRelation: "CRM Team".TeamId
51	TransactionCurrencyId (TransactionCurrencyId)	GUID	ExternalName: transactioncurrencyid ExternalType: Lookup Description: Choose the local currency for the record to make sure budgets are reported in the correct currency. TableRelation: "CRM Transactioncurrency".TransactionCurrencyId
52	TransactionCurrencyIdName (TransactionCurrencyIdName)	Text100	ExternalName: transactioncurrencyidname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Transactioncurrency".CurrencyName WHERE (TransactionCurrencyId=FIELD(TransactionCurrencyId)))	FlowField
53	ExchangeRate (ExchangeRate)	Decimal	ExternalName: exchangerate ExternalType: Decimal ExternalAccess: Read 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.
54	ServiceStage (ServiceStage)	Option	[ ,Identify,Research,Resolve] OptionOrdinalValues: [-1;0;1;2] InitValue: [ ] ExternalName: servicestage ExternalType: Picklist Description: Select the stage, in the case resolution process, that the case is in.
55	ExistingCase (ExistingCase)	GUID	ExternalName: existingcase ExternalType: Lookup Description: Select an existing case for the customer that has been populated. For internal use only. TableRelation: "CRM Incident".IncidentId
56	StageId (StageId)	GUID	ExternalName: stageid ExternalType: Uniqueidentifier Description: Shows the ID of the stage.
57	ProcessId (ProcessId)	GUID	ExternalName: processid ExternalType: Uniqueidentifier Description: Shows the ID of the process.
58	EntityImageId (EntityImageId)	GUID	ExternalName: entityimageid ExternalType: Uniqueidentifier ExternalAccess: Read Description: For internal use only.
59	CheckEmail (CheckEmail)	Boolean	ExternalName: checkemail ExternalType: Boolean Description: This attribute is used for Sample Service Business Processes.
60	ActivitiesComplete (ActivitiesComplete)	Boolean	ExternalName: activitiescomplete ExternalType: Boolean Description: This attribute is used for Sample Service Business Processes.
61	FollowUpTaskCreated (FollowUpTaskCreated)	Boolean	ExternalName: followuptaskcreated ExternalType: Boolean Description: This attribute is used for Sample Service Business Processes.
62	NumberOfChildIncidents (NumberOfChildIncidents)	Integer	ExternalName: numberofchildincidents ExternalType: Integer ExternalAccess: Read Description: Number of child incidents associated with the incident.
63	MessageTypeCode (MessageTypeCode)	Option	[ ,PublicMessage,PrivateMessage] OptionOrdinalValues: [-1;0;1] InitValue: [ ] ExternalName: messagetypecode ExternalType: Picklist ExternalAccess: Insert Description: Shows whether the post originated as a public or private message.
64	BlockedProfile (BlockedProfile)	Boolean	ExternalName: blockedprofile ExternalType: Boolean ExternalAccess: Insert Description: Details whether the profile is blocked or not.
65	MasterId (MasterId)	GUID	ExternalName: masterid ExternalType: Lookup Description: Choose the primary case the current case was merged into. TableRelation: "CRM Incident".IncidentId
66	MasterIdName (MasterIdName)	Text200	ExternalName: masteridname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Incident".Title WHERE (IncidentId=FIELD(MasterId)))	FlowField
67	TraversedPath (TraversedPath)	Text250	ExternalName: traversedpath ExternalType: String Description: For internal use only.
68	ParentCaseId (ParentCaseId)	GUID	ExternalName: parentcaseid ExternalType: Lookup Description: Choose the parent case for a case. TableRelation: "CRM Incident".IncidentId
69	DecrementEntitlementTerm (DecrementEntitlementTerm)	Boolean	ExternalName: decremententitlementterm ExternalType: Boolean Description: Shows whether terms of the associated entitlement should be decremented or not.
70	ParentCaseIdName (ParentCaseIdName)	Text200	ExternalName: parentcaseidname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Incident".Title WHERE (IncidentId=FIELD(ParentCaseId)))	FlowField
71	SentimentValue (SentimentValue)	Decimal	ExternalName: sentimentvalue ExternalType: Double ExternalAccess: Insert 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.
72	InfluenceScore (InfluenceScore)	Decimal	ExternalName: influencescore ExternalType: Double ExternalAccess: Insert Description: Will contain the Influencer score coming from NetBreeze.
73	Merged (Merged)	Boolean	ExternalName: merged ExternalType: Boolean ExternalAccess: Read Description: Tells whether the incident has been merged with another incident.
74	RouteCase (RouteCase)	Boolean	ExternalName: routecase ExternalType: Boolean ExternalAccess: Insert Description: Tells whether the incident has been routed to queue or not.
75	ResolveBy (ResolveBy)	DateTime	ExternalName: resolveby ExternalType: DateTime Description: Enter the date by when the case must be resolved.
76	ResponseBy (ResponseBy)	DateTime	ExternalName: responseby ExternalType: DateTime Description: For internal use only.
77	CustomerContacted (CustomerContacted)	Boolean	ExternalName: customercontacted ExternalType: Boolean ExternalAccess: Insert Description: Tells whether customer service representative has contacted the customer or not.
78	IsEscalated (IsEscalated)	Boolean	ExternalName: isescalated ExternalType: Boolean Description: Indicates if the case has been escalated.
79	EscalatedOn (EscalatedOn)	DateTime	ExternalName: escalatedon ExternalType: DateTime ExternalAccess: Read Description: Indicates the date and time when the case was escalated.
80	PrimaryContactId (PrimaryContactId)	GUID	ExternalName: primarycontactid ExternalType: Lookup Description: Select a primary contact for this case. TableRelation: "CRM Contact".ContactId
81	PrimaryContactIdName (PrimaryContactIdName)	Text160	ExternalName: primarycontactidname ExternalType: String ExternalAccess: Read CalcFormula: Lookup("CRM Contact".FullName WHERE (ContactId=FIELD(PrimaryContactId)))	FlowField
82	FirstResponseSent (FirstResponseSent)	Boolean	ExternalName: firstresponsesent ExternalType: Boolean Description: Indicates if the first response has been sent.
83	FirstResponseSLAStatus (FirstResponseSLAStatus)	Option	[InProgress,NearingNoncompliance,Succeeded,Noncompliant] OptionOrdinalValues: [1;2;3;4] InitValue: InProgress ExternalName: firstresponseslastatus ExternalType: Picklist Description: Shows the status of the initial response time for the case according to the terms of the SLA.
84	ResolveBySLAStatus (ResolveBySLAStatus)	Option	[InProgress,NearingNoncompliance,Succeeded,Noncompliant] OptionOrdinalValues: [1;2;3;4] InitValue: InProgress ExternalName: resolvebyslastatus ExternalType: Picklist Description: Shows the status of the resolution time for the case according to the terms of the SLA.
85	OnHoldTime (OnHoldTime)	Integer	ExternalName: onholdtime ExternalType: Integer ExternalAccess: Read Description: Shows the duration in minutes for which the case was on hold.
86	LastOnHoldTime (LastOnHoldTime)	DateTime	ExternalName: lastonholdtime ExternalType: DateTime Description: Contains the date time stamp of the last on hold time.

Keys

#	Fields
0	IncidentId (IncidentId)		Clustered: Yes
1	Title (Title)

Table Relations To Other Tables

Field	Related Table	Related Field
CustomerId (CustomerId)	CRM Account	AccountId (AccountId)	TableRelation: IF (CustomerIdType=CONST(account)) "CRM Account".AccountId ELSE IF (CustomerIdType=CONST(contact)) "CRM Contact".ContactId;	1..n
OwningBusinessUnit (OwningBusinessUnit)	CRM Businessunit	BusinessUnitId (BusinessUnitId)	TableRelation: "CRM Businessunit".BusinessUnitId	1..n
PrimaryContactId (PrimaryContactId)	CRM Contact	ContactId (ContactId)	TableRelation: "CRM Contact".ContactId	1..n
ContractId (ContractId)	CRM Contract	ContractId (ContractId)	TableRelation: "CRM Contract".ContractId	1..n
ParentCaseId (ParentCaseId)	CRM Incident	IncidentId (IncidentId)	TableRelation: "CRM Incident".IncidentId	1..n
ProductId (ProductId)	CRM Product	ProductId (ProductId)	TableRelation: "CRM Product".ProductId	1..n
ModifiedOnBehalfBy (ModifiedOnBehalfBy)	CRM Systemuser	SystemUserId (SystemUserId)	TableRelation: "CRM Systemuser".SystemUserId	1..n
OwningTeam (OwningTeam)	CRM Team	TeamId (TeamId)	TableRelation: "CRM Team".TeamId	1..n
TransactionCurrencyId (TransactionCurrencyId)	CRM Transactioncurrency	TransactionCurrencyId (TransactionCurrencyId)	TableRelation: "CRM Transactioncurrency".TransactionCurrencyId	1..n

Table Relations From Other Tables

From Table	From Field
CRM Incident	ParentCaseId (ParentCaseId)	TableRelation: "CRM Incident".IncidentId	1..n
CRM Incidentresolution	IncidentId (IncidentId)	TableRelation: IF (IncidentIdType=CONST(incident)) "CRM Incident".IncidentId	1..n
CRM Post	RegardingObjectId (RegardingObjectId)	TableRelation: IF (RegardingObjectTypeCode=CONST(systemuser)) "CRM Systemuser".SystemUserId ELSE IF (RegardingObjectTypeCode=CONST(account)) "CRM Account".AccountId ELSE IF (RegardingObjectTypeCode=CONST(contact)) "CRM Contact".ContactId ELSE IF (RegardingObjectTypeCode=CONST(opportunity)) "CRM Opportunity".OpportunityId ELSE IF (RegardingObjectTypeCode=CONST(post)) "CRM Post".PostId ELSE IF (RegardingObjectTypeCode=CONST(transactioncurrency)) "CRM Transactioncurrency".TransactionCurrencyId ELSE IF (RegardingObjectTypeCode=CONST(pricelevel)) "CRM Pricelevel".PriceLevelId ELSE IF (RegardingObjectTypeCode=CONST(productpricelevel)) "CRM Productpricelevel".ProductPriceLevelId ELSE IF (RegardingObjectTypeCode=CONST(product)) "CRM Product".ProductId ELSE IF (RegardingObjectTypeCode=CONST(incident)) "CRM Incident".IncidentId ELSE IF (RegardingObjectTypeCode=CONST(incidentresolution)) "CRM Incidentresolution".ActivityId ELSE IF (RegardingObjectTypeCode=CONST(quote)) "CRM Quote".QuoteId ELSE IF (RegardingObjectTypeCode=CONST(quotedetail)) "CRM Quotedetail".QuoteDetailId ELSE IF (RegardingObjectTypeCode=CONST(salesorder)) "CRM Salesorder".SalesOrderId ELSE IF (RegardingObjectTypeCode=CONST(salesorderdetail)) "CRM Salesorderdetail".SalesOrderDetailId ELSE IF (RegardingObjectTypeCode=CONST(invoice)) "CRM Invoice".InvoiceId ELSE IF (RegardingObjectTypeCode=CONST(invoicedetail)) "CRM Invoicedetail".InvoiceDetailId ELSE IF (RegardingObjectTypeCode=CONST(contract)) "CRM Contract".ContractId ELSE IF (RegardingObjectTypeCode=CONST(team)) "CRM Team".TeamId ELSE IF (RegardingObjectTypeCode=CONST(customeraddress)) "CRM Customeraddress".CustomerAddressId ELSE IF (RegardingObjectTypeCode=CONST(uom)) "CRM Uom".UoMId ELSE IF (RegardingObjectTypeCode=CONST(uomschedule)) "CRM Uomschedule".UoMScheduleId ELSE IF (RegardingObjectTypeCode=CONST(organization)) "CRM Organization".OrganizationId ELSE IF (RegardingObjectTypeCode=CONST(businessunit)) "CRM Businessunit".BusinessUnitId ELSE IF (RegardingObjectTypeCode=CONST(discount)) "CRM Discount".DiscountId ELSE IF (RegardingObjectTypeCode=CONST(discounttype)) "CRM Discounttype".DiscountTypeId;	1..n