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Incident Entity Reference

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Service request case associated with a contract.

Added by: Service Solution

Messages

Message Web API Operation SDK Assembly
ApplyRoutingRule Microsoft.Dynamics.CRM.ApplyRoutingRule?text=ApplyRoutingRule Action Microsoft.Crm.Sdk.Messages.ApplyRoutingRuleRequest
Assign PATCH [org URI]/api/data/v9.0/incidents(incidentid)
Update ownerid property.		 AssignRequest
CalculateTotalTimeIncident Microsoft.Dynamics.CRM.CalculateTotalTimeIncident?text=CalculateTotalTimeIncident Function Microsoft.Crm.Sdk.Messages.CalculateTotalTimeIncidentRequest
CloseIncident Microsoft.Dynamics.CRM.CloseIncident?text=CloseIncident Action Microsoft.Crm.Sdk.Messages.CloseIncidentRequest
CloseQuote Microsoft.Dynamics.CRM.CloseQuote?text=CloseQuote Action Microsoft.Crm.Sdk.Messages.CloseQuoteRequest
Create POST [org URI]/api/data/v9.0/incidents
See Create		 CreateRequest or
Create
CreateMultiple CreateMultiple Action CreateMultipleRequest
Delete DELETE [org URI]/api/data/v9.0/incidents(incidentid)
See Delete		 DeleteRequest or
Delete
GrantAccess GrantAccess Action GrantAccessRequest
IsValidStateTransition IsValidStateTransition Function IsValidStateTransitionRequest
Merge Merge Action MergeRequest
ModifyAccess ModifyAccess Action ModifyAccessRequest
msdyn_GetCaseSuggestions "Microsoft.Dynamics.CRM.msdyn_GetCaseSuggestions?text=msdyn_GetCaseSuggestions Action" Type generated by CrmSvcUtil.exe or use OrganizationRequest setting the required parameters for the message.
Retrieve GET [org URI]/api/data/v9.0/incidents(incidentid)
See Retrieve		 RetrieveRequest or
Retrieve
RetrieveMultiple GET [org URI]/api/data/v9.0/incidents
See Query Data		 RetrieveMultipleRequest or
RetrieveMultiple
RetrievePrincipalAccess RetrievePrincipalAccess Function RetrievePrincipalAccessRequest
RetrieveSharedPrincipalsAndAccess RetrieveSharedPrincipalsAndAccess Function RetrieveSharedPrincipalsAndAccessRequest
RevokeAccess RevokeAccess Action RevokeAccessRequest
Rollup Rollup Function RollupRequest
SetState PATCH [org URI]/api/data/v9.0/incidents(incidentid)
Update statecode and statuscode properties.		 SetStateRequest
Update PATCH [org URI]/api/data/v9.0/incidents(incidentid)
See Update		 UpdateRequest or
Update
UpdateMultiple UpdateMultiple Action UpdateMultipleRequest

Properties

Property Value
CollectionSchemaName Incidents
DisplayCollectionName Cases
DisplayName Case
EntitySetName incidents
IsBPFEntity False
LogicalCollectionName incidents
LogicalName incident
OwnershipType UserOwned
PrimaryIdAttribute incidentid
PrimaryNameAttribute title
SchemaName Incident

Writable columns/attributes

These columns/attributes return true for either IsValidForCreate or IsValidForUpdate (usually both). Listed by SchemaName.

ActivitiesComplete

Property Value
Description This attribute is used for Sample Service Business Processes.
DisplayName Activities Complete
IsValidForForm True
IsValidForRead True
LogicalName activitiescomplete
RequiredLevel None
Type Boolean

ActivitiesComplete Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

ActualServiceUnits

Property Value
Description Type the number of service units that were actually required to resolve the case.
DisplayName Actual Service Units
Format None
IsValidForForm True
IsValidForRead True
LogicalName actualserviceunits
MaxValue 1000000000
MinValue 0
RequiredLevel None
Type Integer

BilledServiceUnits

Property Value
Description Type the number of service units that were billed to the customer for the case.
DisplayName Billed Service Units
Format None
IsValidForForm True
IsValidForRead True
LogicalName billedserviceunits
MaxValue 1000000000
MinValue 0
RequiredLevel None
Type Integer

BlockedProfile

Property Value
Description Details whether the profile is blocked or not.
DisplayName Blocked Profile
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName blockedprofile
RequiredLevel None
Type Boolean

BlockedProfile Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

CaseOriginCode

Property Value
Description Select how contact about the case was originated, such as email, phone, or web, for use in reporting and analysis.
DisplayName Origin
IsValidForForm True
IsValidForRead True
LogicalName caseorigincode
RequiredLevel None
Type Picklist

CaseOriginCode Choices/Options

Value Label
1 Phone
2 Email
3 Web
2483 Facebook
3986 Twitter
700610000 IoT

CaseTypeCode

Property Value
Description Select the type of case to identify the incident for use in case routing and analysis.
DisplayName Case Type
IsValidForForm True
IsValidForRead True
LogicalName casetypecode
RequiredLevel None
Type Picklist

CaseTypeCode Choices/Options

Value Label
1 Question
2 Problem
3 Request

CheckEmail

Property Value
Description This attribute is used for Sample Service Business Processes.
DisplayName Check Email
IsValidForForm True
IsValidForRead True
LogicalName checkemail
RequiredLevel None
Type Boolean

CheckEmail Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

ContractDetailId

Property Value
Description Choose the contract line that the case should be logged under to make sure the customer is charged correctly.
DisplayName Contract Line
IsValidForForm True
IsValidForRead True
LogicalName contractdetailid
RequiredLevel None
Targets contractdetail
Type Lookup

ContractId

Property Value
Description Choose the service contract that the case should be logged under to make sure the customer is eligible for support services.
DisplayName Contract
IsValidForForm True
IsValidForRead True
LogicalName contractid
RequiredLevel None
Targets contract
Type Lookup

ContractServiceLevelCode

Property Value
Description Select the service level for the case to make sure the case is handled correctly.
DisplayName Service Level
IsValidForForm True
IsValidForRead True
LogicalName contractservicelevelcode
RequiredLevel None
Type Picklist

ContractServiceLevelCode Choices/Options

Value Label
1 Gold
2 Silver
3 Bronze

CustomerContacted

Property Value
Description Tells whether customer service representative has contacted the customer or not.
DisplayName Customer Contacted
IsValidForForm False
IsValidForRead True
IsValidForUpdate False
LogicalName customercontacted
RequiredLevel None
Type Boolean

CustomerContacted Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

CustomerId

Property Value
Description Select the customer account or contact to provide a quick link to additional customer details, such as account information, activities, and opportunities.
DisplayName Customer
IsValidForForm True
IsValidForRead True
LogicalName customerid
RequiredLevel SystemRequired
Targets account,contact
Type Customer

CustomerIdType

Added by: Active Solution Solution

Property Value
Description
DisplayName Customer Type
IsValidForForm False
IsValidForRead True
LogicalName customeridtype
RequiredLevel ApplicationRequired
Type EntityName

CustomerSatisfactionCode

Property Value
Description Select the customer's level of satisfaction with the handling and resolution of the case.
DisplayName Satisfaction
IsValidForForm True
IsValidForRead True
LogicalName customersatisfactioncode
RequiredLevel None
Type Picklist

CustomerSatisfactionCode Choices/Options

Value Label
1 Very Dissatisfied
2 Dissatisfied
3 Neutral
4 Satisfied
5 Very Satisfied

deactivatedon

Added by: Service Solution

Property Value
DateTimeBehavior UserLocal
Description Shows the date time when the Case was resolved.
DisplayName Deactivated On
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName deactivatedon
RequiredLevel None
Type DateTime

DecrementEntitlementTerm

Property Value
Description Shows whether terms of the associated entitlement should be decremented or not.
DisplayName Decrement Entitlement Terms
IsValidForForm True
IsValidForRead True
LogicalName decremententitlementterm
RequiredLevel None
Type Boolean

DecrementEntitlementTerm Choices/Options

Value Label
1 Yes
0 No

DefaultValue: True

Description

Property Value
Description Type additional information to describe the case to assist the service team in reaching a resolution.
DisplayName Description
Format TextArea
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName description
MaxLength 2000
RequiredLevel None
Type Memo

EmailAddress

Property Value
Description The primary email address for the entity.
DisplayName Email Address
FormatName Email
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName emailaddress
MaxLength 100
RequiredLevel None
Type String

EntitlementId

Property Value
Description Choose the entitlement that is applicable for the case.
DisplayName Entitlement
IsValidForForm True
IsValidForRead True
LogicalName entitlementid
RequiredLevel None
Targets entitlement
Type Lookup

EntityImage

Added by: Active Solution Solution

Property Value
Description The default image for the entity.
DisplayName Entity Image
IsPrimaryImage True
IsValidForForm False
IsValidForRead True
LogicalName entityimage
MaxHeight 144
MaxWidth 144
RequiredLevel None
Type Image

ExistingCase

Property Value
Description Select an existing case for the customer that has been populated. For internal use only.
DisplayName Existing Case
IsValidForForm False
IsValidForRead True
LogicalName existingcase
RequiredLevel None
Targets incident
Type Lookup

FirstResponseByKPIId

Property Value
Description For internal use only.
DisplayName First Response By KPI
IsValidForForm True
IsValidForRead True
LogicalName firstresponsebykpiid
RequiredLevel None
Targets slakpiinstance
Type Lookup

FirstResponseSent

Property Value
Description Indicates if the first response has been sent.
DisplayName First Response Sent
IsValidForForm True
IsValidForRead True
LogicalName firstresponsesent
RequiredLevel None
Type Boolean

FirstResponseSent Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

FirstResponseSLAStatus

Property Value
Description Shows the status of the initial response time for the case according to the terms of the SLA.
DisplayName First Response SLA Status
IsValidForForm True
IsValidForRead True
LogicalName firstresponseslastatus
RequiredLevel None
Type Picklist

FirstResponseSLAStatus Choices/Options

Value Label
1 In Progress
2 Nearing Noncompliance
3 Succeeded
4 Noncompliant

FollowupBy

Property Value
DateTimeBehavior UserLocal
Description Enter the date by which a customer service representative has to follow up with the customer on this case.
DisplayName Follow Up By
Format DateOnly
IsValidForForm True
IsValidForRead True
LogicalName followupby
RequiredLevel None
Type DateTime

FollowUpTaskCreated

Property Value
Description This attribute is used for Sample Service Business Processes.
DisplayName Follow up Task Created
IsValidForForm True
IsValidForRead True
LogicalName followuptaskcreated
RequiredLevel None
Type Boolean

FollowUpTaskCreated Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

ImportSequenceNumber

Property Value
Description Sequence number of the import that created this record.
DisplayName Import Sequence Number
Format None
IsValidForForm False
IsValidForRead True
IsValidForUpdate False
LogicalName importsequencenumber
MaxValue 2147483647
MinValue -2147483648
RequiredLevel None
Type Integer

IncidentId

Property Value
Description Unique identifier of the case.
DisplayName Case
IsValidForForm False
IsValidForRead True
IsValidForUpdate False
LogicalName incidentid
RequiredLevel SystemRequired
Type Uniqueidentifier

IncidentStageCode

Property Value
Description Select the current stage of the service process for the case to assist service team members when they review or transfer a case.
DisplayName Case Stage
IsValidForForm True
IsValidForRead True
LogicalName incidentstagecode
RequiredLevel None
Type Picklist

IncidentStageCode Choices/Options

Value Label
1 Default Value

InfluenceScore

Property Value
Description Will contain the Influencer score coming from NetBreeze.
DisplayName Influence Score
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName influencescore
MaxValue 1000000000
MinValue 0
Precision 2
RequiredLevel None
Type Double

IsDecrementing

Property Value
Description For system use only.
DisplayName Decrementing
IsValidForForm True
IsValidForRead True
LogicalName isdecrementing
RequiredLevel None
Type Boolean

IsDecrementing Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

IsEscalated

Property Value
Description Indicates if the case has been escalated.
DisplayName Is Escalated
IsValidForForm True
IsValidForRead True
LogicalName isescalated
RequiredLevel None
Type Boolean

IsEscalated Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

KbArticleId

Property Value
Description Choose the article that contains additional information or a resolution for the case, for reference during research or follow up with the customer.
DisplayName Knowledge Base Article
IsValidForForm True
IsValidForRead True
LogicalName kbarticleid
RequiredLevel None
Targets kbarticle
Type Lookup

LastOnHoldTime

Property Value
DateTimeBehavior UserLocal
Description Contains the date time stamp of the last on hold time.
DisplayName Last On Hold Time
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName lastonholdtime
RequiredLevel None
Type DateTime

MasterId

Property Value
Description Choose the primary case the current case was merged into.
DisplayName Master Case
IsValidForForm False
IsValidForRead True
LogicalName masterid
RequiredLevel None
Targets incident
Type Lookup

MessageTypeCode

Property Value
Description Shows whether the post originated as a public or private message.
DisplayName Received As
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName messagetypecode
RequiredLevel None
Type Picklist

MessageTypeCode Choices/Options

Value Label
0 Public Message
1 Private Message

msdyn_copilotengaged

Added by: msdyn_CSIntelligence Solution

Property Value
Description
DisplayName Copilot Engaged
IsValidForForm True
IsValidForRead True
LogicalName msdyn_copilotengaged
RequiredLevel None
Type Boolean

msdyn_copilotengaged Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

msdyn_iotalert

Added by: Connected Customer Service for Microsoft Dynamics 365 Solution

Property Value
Description The iot alert that initiated this case
DisplayName IoT Alert
IsValidForForm True
IsValidForRead True
LogicalName msdyn_iotalert
RequiredLevel None
Targets msdyn_iotalert
Type Lookup

msdyn_precreateattachmentsid

Added by: Enhanced Case Experience Solution

Property Value
Description Entity Attachments Id before the case record is created
DisplayName Pre Create Entity Attachments Id
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName msdyn_precreateattachmentsid
MaxLength 400
RequiredLevel None
Type String

msdyn_precreatenotesid

Added by: Enhanced Case Experience Solution

Property Value
Description Notes Id before the case record is created
DisplayName Pre Create Notes Id
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName msdyn_precreatenotesid
MaxLength 100
RequiredLevel None
Type String

new_cancelcondition

Added by: Active Solution Solution

Property Value
Description
DisplayName cancel condition
IsValidForForm True
IsValidForRead True
LogicalName new_cancelcondition
RequiredLevel None
Type Boolean

new_cancelcondition Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

new_customdatetime

Added by: Active Solution Solution

Property Value
DateTimeBehavior UserLocal
Description
DisplayName custom date&time
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName new_customdatetime
RequiredLevel None
Type DateTime

new_failurecondition

Added by: Active Solution Solution

Property Value
Description
DisplayName failure condition
IsValidForForm True
IsValidForRead True
LogicalName new_failurecondition
RequiredLevel None
Type Boolean

new_failurecondition Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

new_pausecondition

Added by: Active Solution Solution

Property Value
Description
DisplayName pause condition
IsValidForForm True
IsValidForRead True
LogicalName new_pausecondition
RequiredLevel None
Type Boolean

new_pausecondition Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

new_successcondition

Added by: Active Solution Solution

Property Value
Description
DisplayName success condition
IsValidForForm True
IsValidForRead True
LogicalName new_successcondition
RequiredLevel None
Type Boolean

new_successcondition Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

new_warningcondition

Added by: Active Solution Solution

Property Value
Description
DisplayName warning condition
IsValidForForm True
IsValidForRead True
LogicalName new_warningcondition
RequiredLevel None
Type Boolean

new_warningcondition Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

nextsla

Added by: Service Solution

Property Value
Description Shows the unresolved SLA KPI associated with the Case with the earliest expiry time.
DisplayName Next Sla
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName nextsla
MaxLength 400
RequiredLevel None
Type String

OverriddenCreatedOn

Property Value
DateTimeBehavior UserLocal
Description Date and time that the record was migrated.
DisplayName Record Created On
Format DateOnly
IsValidForForm False
IsValidForRead True
IsValidForUpdate False
LogicalName overriddencreatedon
RequiredLevel None
Type DateTime

OwnerId

Property Value
Description Owner Id
DisplayName Owner
IsValidForForm True
IsValidForRead True
LogicalName ownerid
RequiredLevel SystemRequired
Targets systemuser,team
Type Owner

OwnerIdType

Added by: Active Solution Solution

Property Value
Description Owner Id Type
DisplayName
IsValidForForm False
IsValidForRead True
LogicalName owneridtype
RequiredLevel SystemRequired
Type EntityName

ParentCaseId

Property Value
Description Choose the parent case for a case.
DisplayName Parent Case
IsValidForForm True
IsValidForRead True
LogicalName parentcaseid
RequiredLevel None
Targets incident
Type Lookup

PrimaryContactId

Property Value
Description Select a primary contact for this case.
DisplayName Contact
IsValidForForm True
IsValidForRead True
LogicalName primarycontactid
RequiredLevel None
Targets contact
Type Lookup

PriorityCode

Property Value
Description Select the priority so that preferred customers or critical issues are handled quickly.
DisplayName Priority
IsValidForForm True
IsValidForRead True
LogicalName prioritycode
RequiredLevel None
Type Picklist

PriorityCode Choices/Options

Value Label
1 High
2 Normal
3 Low

ProcessId

Property Value
Description Contains the id of the process associated with the entity.
DisplayName Process Id
IsValidForForm False
IsValidForRead True
LogicalName processid
RequiredLevel None
Type Uniqueidentifier

ProductId

Property Value
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.
DisplayName Product
IsValidForForm True
IsValidForRead True
LogicalName productid
RequiredLevel None
Targets product
Type Lookup

ProductSerialNumber

Property Value
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.
DisplayName Serial Number
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName productserialnumber
MaxLength 100
RequiredLevel None
Type String

ResolveBy

Property Value
DateTimeBehavior UserLocal
Description Enter the date by when the case must be resolved.
DisplayName Resolve By
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName resolveby
RequiredLevel None
Type DateTime

ResolveByKPIId

Property Value
Description For internal use only.
DisplayName Resolve By KPI
IsValidForForm True
IsValidForRead True
LogicalName resolvebykpiid
RequiredLevel None
Targets slakpiinstance
Type Lookup

ResolveBySLAStatus

Property Value
Description Shows the status of the resolution time for the case according to the terms of the SLA.
DisplayName Resolve By SLA Status
IsValidForForm True
IsValidForRead True
LogicalName resolvebyslastatus
RequiredLevel None
Type Picklist

ResolveBySLAStatus Choices/Options

Value Label
1 In Progress
2 Nearing Noncompliance
3 Succeeded
4 Noncompliant

ResponseBy

Property Value
DateTimeBehavior UserLocal
Description For internal use only.
DisplayName First Response By
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName responseby
RequiredLevel None
Type DateTime

ResponsibleContactId

Property Value
Description Choose an additional customer contact who can also help resolve the case.
DisplayName Responsible Contact (Deprecated)
IsValidForForm True
IsValidForRead True
LogicalName responsiblecontactid
RequiredLevel None
Targets contact
Type Lookup

RouteCase

Property Value
Description Tells whether the incident has been routed to queue or not.
DisplayName Route Case
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName routecase
RequiredLevel None
Type Boolean

RouteCase Choices/Options

Value Label
1 Yes
0 No

DefaultValue: True

SentimentValue

Property Value
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.
DisplayName Sentiment Value
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName sentimentvalue
MaxValue 100000000000
MinValue -100000000000
Precision 2
RequiredLevel None
Type Double

ServiceStage

Property Value
Description Select the stage, in the case resolution process, that the case is in.
DisplayName Service Stage
IsValidForForm True
IsValidForRead True
LogicalName servicestage
RequiredLevel None
Type Picklist

ServiceStage Choices/Options

Value Label
0 Identify
1 Research
2 Resolve

SeverityCode

Property Value
Description Select the severity of this case to indicate the incident's impact on the customer's business.
DisplayName Severity
IsValidForForm True
IsValidForRead True
LogicalName severitycode
RequiredLevel None
Type Picklist

SeverityCode Choices/Options

Value Label
1 Default Value

SLAId

Property Value
Description Choose the service level agreement (SLA) that you want to apply to the case record.
DisplayName SLA
IsValidForForm True
IsValidForRead True
LogicalName slaid
RequiredLevel None
Targets sla
Type Lookup

SocialProfileId

Property Value
Description Unique identifier of the social profile with which the case is associated.
DisplayName Social Profile
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName socialprofileid
RequiredLevel None
Targets socialprofile
Type Lookup

StageId

Property Value
Description Contains the id of the stage where the entity is located.
DisplayName (Deprecated) Stage Id
IsValidForForm False
IsValidForRead True
LogicalName stageid
RequiredLevel None
Type Uniqueidentifier

StateCode

Property Value
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.
DisplayName Status
IsValidForCreate False
IsValidForForm True
IsValidForRead True
LogicalName statecode
RequiredLevel SystemRequired
Type State

StateCode Choices/Options

Value Label DefaultStatus InvariantName
0 Active 1 Active
1 Resolved 5 Resolved
2 Cancelled 6 Cancelled

StatusCode

Property Value
Description Select the case's status.
DisplayName Status Reason
IsValidForForm True
IsValidForRead True
LogicalName statuscode
RequiredLevel None
Type Status

StatusCode Choices/Options

Value Label State
1 In Progress 0
2 On Hold 0
3 Waiting for Details 0
4 Researching 0
5 Problem Solved 1
6 Cancelled 2
1000 Information Provided 1
2000 Merged 2

SubjectId

Property Value
Description 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.
DisplayName Subject
IsValidForForm True
IsValidForRead True
LogicalName subjectid
RequiredLevel None
Targets subject
Type Lookup

TicketNumber

Property Value
Description Shows the case number for customer reference and searching capabilities. This cannot be modified.
DisplayName Case Number
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName ticketnumber
MaxLength 100
RequiredLevel None
Type String

TimeZoneRuleVersionNumber

Property Value
Description For internal use only.
DisplayName Time Zone Rule Version Number
Format None
IsValidForForm False
IsValidForRead True
LogicalName timezoneruleversionnumber
MaxValue 2147483647
MinValue -1
RequiredLevel None
Type Integer

Title

Property Value
Description Type a subject or descriptive name, such as the request, issue, or company name, to identify the case in Microsoft Dynamics 365 views.
DisplayName Case Title
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName title
MaxLength 200
RequiredLevel ApplicationRequired
Type String

TransactionCurrencyId

Property Value
Description Choose the local currency for the record to make sure budgets are reported in the correct currency.
DisplayName Currency
IsValidForForm True
IsValidForRead True
LogicalName transactioncurrencyid
RequiredLevel None
Targets transactioncurrency
Type Lookup

TraversedPath

Property Value
Description 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.
DisplayName (Deprecated) Traversed Path
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName traversedpath
MaxLength 1250
RequiredLevel None
Type String

UTCConversionTimeZoneCode

Property Value
Description Time zone code that was in use when the record was created.
DisplayName UTC Conversion Time Zone Code
Format None
IsValidForForm False
IsValidForRead True
LogicalName utcconversiontimezonecode
MaxValue 2147483647
MinValue -1
RequiredLevel None
Type Integer

Read-only columns/attributes

These columns/attributes return false for both IsValidForCreate or IsValidForUpdate. Listed by SchemaName.

AccountId

Property Value
Description Unique identifier of the account with which the case is associated.
DisplayName Account
IsValidForForm False
IsValidForRead True
LogicalName accountid
RequiredLevel None
Targets account
Type Lookup

AccountIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName accountidname
MaxLength 100
RequiredLevel None
Type String

AccountIdYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName accountidyominame
MaxLength 100
RequiredLevel None
Type String

caseage

Added by: Service Solution

Property Value
Description Shows the duration for which the Case has been active for Active and Resolved Cases.
DisplayName Case Age
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName caseage
MaxLength 4000
RequiredLevel None
Type String

ContactId

Property Value
Description Unique identifier of the contact associated with the case.
DisplayName Contact
IsValidForForm False
IsValidForRead True
LogicalName contactid
RequiredLevel None
Targets contact
Type Lookup

ContactIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName contactidname
MaxLength 100
RequiredLevel None
Type String

ContactIdYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName contactidyominame
MaxLength 100
RequiredLevel None
Type String

ContractDetailIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName contractdetailidname
MaxLength 100
RequiredLevel None
Type String

ContractIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName contractidname
MaxLength 100
RequiredLevel None
Type String

CreatedBy

Property Value
Description Shows who created the record.
DisplayName Created By
IsValidForForm True
IsValidForRead True
LogicalName createdby
RequiredLevel None
Targets systemuser
Type Lookup

CreatedByExternalParty

Property Value
Description Shows the external party who created the record.
DisplayName Created By (External Party)
IsValidForForm True
IsValidForRead True
LogicalName createdbyexternalparty
RequiredLevel None
Targets externalparty
Type Lookup

CreatedByExternalPartyName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdbyexternalpartyname
MaxLength 100
RequiredLevel None
Type String

CreatedByExternalPartyYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdbyexternalpartyyominame
MaxLength 100
RequiredLevel None
Type String

CreatedByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdbyname
MaxLength 100
RequiredLevel None
Type String

CreatedByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdbyyominame
MaxLength 100
RequiredLevel None
Type String

CreatedOn

Property Value
DateTimeBehavior UserLocal
Description Date and time when the record was created.
DisplayName Created On
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName createdon
RequiredLevel None
Type DateTime

CreatedOnBehalfBy

Property Value
Description Shows who created the record on behalf of another user.
DisplayName Created By (Delegate)
IsValidForForm True
IsValidForRead True
LogicalName createdonbehalfby
RequiredLevel None
Targets systemuser
Type Lookup

CreatedOnBehalfByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdonbehalfbyname
MaxLength 100
RequiredLevel None
Type String

CreatedOnBehalfByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdonbehalfbyyominame
MaxLength 100
RequiredLevel None
Type String

CustomerIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName customeridname
MaxLength 160
RequiredLevel ApplicationRequired
Type String

CustomerIdYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName customeridyominame
MaxLength 450
RequiredLevel ApplicationRequired
Type String

EntitlementIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName entitlementidname
MaxLength 100
RequiredLevel None
Type String

EntityImage_Timestamp

Property Value
Description
DisplayName
IsValidForForm False
IsValidForRead True
LogicalName entityimage_timestamp
MaxValue 9223372036854775807
MinValue -9223372036854775808
RequiredLevel None
Type BigInt

EntityImage_URL

Property Value
Description
DisplayName
FormatName Url
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName entityimage_url
MaxLength 200
RequiredLevel None
Type String

EntityImageId

Property Value
Description
DisplayName
IsValidForForm False
IsValidForRead True
LogicalName entityimageid
RequiredLevel None
Type Uniqueidentifier

EscalatedOn

Property Value
DateTimeBehavior UserLocal
Description Indicates the date and time when the case was escalated.
DisplayName Escalated On
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName escalatedon
RequiredLevel None
Type DateTime

ExchangeRate

Property Value
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.
DisplayName Exchange Rate
IsValidForForm True
IsValidForRead True
LogicalName exchangerate
MaxValue 100000000000
MinValue 0.000000000001
Precision 12
RequiredLevel None
Type Decimal

FirstResponseByKPIIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName firstresponsebykpiidname
MaxLength 100
RequiredLevel None
Type String

KbArticleIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName kbarticleidname
MaxLength 100
RequiredLevel None
Type String

lastinteraction

Added by: Service Solution

Property Value
Description Shows the latest activity associated with the Case and the action performed on that activity.
DisplayName Last Interaction
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName lastinteraction
MaxLength 200
RequiredLevel None
Type String

MasterIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName masteridname
MaxLength 100
RequiredLevel None
Type String

Merged

Property Value
Description Tells whether the incident has been merged with another incident.
DisplayName Internal Use Only
IsValidForForm True
IsValidForRead True
LogicalName merged
RequiredLevel None
Type Boolean

Merged Choices/Options

Value Label
1 Yes
0 No

DefaultValue: False

ModifiedBy

Property Value
Description Shows who last updated the record.
DisplayName Modified By
IsValidForForm True
IsValidForRead True
LogicalName modifiedby
RequiredLevel None
Targets systemuser
Type Lookup

ModifiedByExternalParty

Property Value
Description Shows the external party who modified the record.
DisplayName Modified By (External Party)
IsValidForForm True
IsValidForRead True
LogicalName modifiedbyexternalparty
RequiredLevel None
Targets externalparty
Type Lookup

ModifiedByExternalPartyName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedbyexternalpartyname
MaxLength 100
RequiredLevel None
Type String

ModifiedByExternalPartyYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedbyexternalpartyyominame
MaxLength 100
RequiredLevel None
Type String

ModifiedByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedbyname
MaxLength 100
RequiredLevel None
Type String

ModifiedByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedbyyominame
MaxLength 100
RequiredLevel None
Type String

ModifiedOn

Property Value
DateTimeBehavior UserLocal
Description Date and time when the record was modified.
DisplayName Modified On
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName modifiedon
RequiredLevel None
Type DateTime

ModifiedOnBehalfBy

Property Value
Description Shows who last updated the record on behalf of another user.
DisplayName Modified By (Delegate)
IsValidForForm True
IsValidForRead True
LogicalName modifiedonbehalfby
RequiredLevel None
Targets systemuser
Type Lookup

ModifiedOnBehalfByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedonbehalfbyname
MaxLength 100
RequiredLevel None
Type String

ModifiedOnBehalfByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedonbehalfbyyominame
MaxLength 100
RequiredLevel None
Type String

msdyn_iotalertName

Added by: Connected Customer Service for Microsoft Dynamics 365 Solution

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName msdyn_iotalertname
MaxLength 100
RequiredLevel None
Type String

NumberOfChildIncidents

Property Value
Description Number of child incidents associated with the incident.
DisplayName Child Cases
Format None
IsValidForForm False
IsValidForRead True
LogicalName numberofchildincidents
MaxValue 2147483647
MinValue 0
RequiredLevel None
Type Integer

OnHoldTime

Property Value
Description Shows the duration in minutes for which the case was on hold.
DisplayName On Hold Time (Minutes)
Format None
IsValidForForm True
IsValidForRead True
LogicalName onholdtime
MaxValue 2147483647
MinValue -2147483648
RequiredLevel None
Type Integer

OwnerIdName

Property Value
Description Name of the owner
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName owneridname
MaxLength 100
RequiredLevel SystemRequired
Type String

OwnerIdYomiName

Property Value
Description Yomi name of the owner
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName owneridyominame
MaxLength 100
RequiredLevel SystemRequired
Type String

OwningBusinessUnit

Property Value
Description Unique identifier for the business unit that owns the record
DisplayName Owning Business Unit
IsValidForForm True
IsValidForRead True
LogicalName owningbusinessunit
RequiredLevel None
Targets businessunit
Type Lookup

OwningBusinessUnitName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName owningbusinessunitname
MaxLength 100
RequiredLevel SystemRequired
Type String

OwningTeam

Property Value
Description Unique identifier for the team that owns the record.
DisplayName Owning Team
IsValidForForm False
IsValidForRead True
LogicalName owningteam
RequiredLevel None
Targets team
Type Lookup

OwningUser

Property Value
Description Unique identifier for the user that owns the record.
DisplayName Owning User
IsValidForForm False
IsValidForRead True
LogicalName owninguser
RequiredLevel None
Targets systemuser
Type Lookup

ParentCaseIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName parentcaseidname
MaxLength 100
RequiredLevel None
Type String

PrimaryContactIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName primarycontactidname
MaxLength 100
RequiredLevel None
Type String

PrimaryContactIdYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName primarycontactidyominame
MaxLength 100
RequiredLevel None
Type String

ProductIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName productidname
MaxLength 100
RequiredLevel None
Type String

ResolveByKPIIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName resolvebykpiidname
MaxLength 100
RequiredLevel None
Type String

ResponsibleContactIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName responsiblecontactidname
MaxLength 100
RequiredLevel None
Type String

ResponsibleContactIdYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName responsiblecontactidyominame
MaxLength 100
RequiredLevel None
Type String

SLAInvokedId

Property Value
Description Last SLA that was applied to this case. This field is for internal use only.
DisplayName Last SLA applied
IsValidForForm False
IsValidForRead True
LogicalName slainvokedid
RequiredLevel None
Targets sla
Type Lookup

SLAInvokedIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName slainvokedidname
MaxLength 100
RequiredLevel None
Type String

SLAName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName slaname
MaxLength 100
RequiredLevel None
Type String

SocialProfileIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName socialprofileidname
MaxLength 100
RequiredLevel None
Type String

SubjectIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName subjectidname
MaxLength 100
RequiredLevel None
Type String

TransactionCurrencyIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName transactioncurrencyidname
MaxLength 100
RequiredLevel None
Type String

VersionNumber

Property Value
Description Version Number
DisplayName Version Number
IsValidForForm False
IsValidForRead True
LogicalName versionnumber
MaxValue 9223372036854775807
MinValue -9223372036854775808
RequiredLevel None
Type BigInt

One-To-Many Relationships

Listed by SchemaName.

incident_existingcase

Same as incident table incident_existingcase Many-To-One relationship.

Property Value
ReferencingEntity incident
ReferencingAttribute existingcase
IsHierarchical False
IsCustomizable True
ReferencedEntityNavigationPropertyName incident_existingcase
AssociatedMenuConfiguration Behavior: DoNotDisplay
Group: Details
Label:
Order:
CascadeConfiguration Assign: NoCascade
Delete: RemoveLink
Merge: NoCascade
Reparent: NoCascade
Share: NoCascade
Unshare: NoCascade

incident_master_incident

Same as incident table incident_master_incident Many-To-One relationship.

Property Value
ReferencingEntity incident
ReferencingAttribute masterid
IsHierarchical False
IsCustomizable False
ReferencedEntityNavigationPropertyName incident_master_incident
AssociatedMenuConfiguration Behavior: DoNotDisplay
Group: Details
Label:
Order:
CascadeConfiguration Assign: NoCascade
Delete: RemoveLink
Merge: NoCascade
Reparent: NoCascade
Share: NoCascade
Unshare: NoCascade

incident_parent_incident

Same as incident table incident_parent_incident Many-To-One relationship.

Property Value
ReferencingEntity incident
ReferencingAttribute parentcaseid
IsHierarchical False
IsCustomizable False
ReferencedEntityNavigationPropertyName incident_parent_incident
AssociatedMenuConfiguration Behavior: DoNotDisplay
Group: Details
Label:
Order:
CascadeConfiguration Assign: NoCascade
Delete: Cascade
Merge: Cascade
Reparent: NoCascade
Share: NoCascade
Unshare: NoCascade

Many-To-One Relationships

Each Many-To-One relationship is defined by a corresponding One-To-Many relationship with the related table. Listed by SchemaName.

incident_existingcase

See incident Table incident_existingcase One-To-Many relationship.

incident_master_incident

See incident Table incident_master_incident One-To-Many relationship.

incident_parent_incident

See incident Table incident_parent_incident One-To-Many relationship.

See also

Introduction to Omnichannel for Customer Service
Developer guide for Omnichannel for Customer Service