Case — entity reference

A case is the record of one customer-reported issue or request, tracked from first contact to close. It lives in the Support app. On creation it receives a case number from document numbering (shipped series CS), the status New and an opened time, fills blank contact details from its account, attaches the first matching active SLA policy and records an acknowledgement email on its timeline. It then moves through the lifecycle states New, Assigned, In Progress, On Hold, Waiting on Customer, Waiting on Third Party, Escalated, Resolved, Closed, Reopened and Cancelled. Resolving requires a resolution summary and closing requires a close reason; which moves are allowed is set by editable business rules shipped with the product. Status and assignment changes are written to the case timeline. Cases can be routed through a queue, escalated, merged, copied, and turned into a lead, an opportunity, a service order or an appointment.

Fields

Field	Label	Type	Required	What it does
`AccountId`	Account	Lookup → Account		The customer the case is for. When left blank and an asset is chosen, it is filled from the asset's owning account. Blank contact details on the case are filled from this account and its contacts.
`AccountName`	Account Name	Text		The account's name, copied from the account when blank.
`AssetId`	Asset	Lookup → Asset		The equipment the issue concerns. Only assets of the selected account are offered; choosing one with no account set fills the account from the asset's owner.
`AssignedToId`	Assigned To	Lookup → UserAccount		The agent working the case now, as distinct from the record owner. Each change is written to the case timeline. Accepting a case routed from a queue sets both this field and the owner to the accepting agent.
`BranchId`	Branch	Lookup → Branch		The partner location handling the case. Only branches of the selected partner account are offered. Required before a service order can be raised from the case.
`BusinessHoursId`	Business Hour	Lookup → BusinessHours		The working calendar used for this case's SLA time calculations.
`CaseNumber`	Case Number	Text, unique		The case's reference, set once at creation from document numbering (shipped series CS followed by the date and a six-digit sequence). It does not change, including when the case is merged into another.
`CaseReason`	Case Reason	PickList		The underlying cause category of the issue. Values: Installation, Equipment Complexity, Performance, Equipment Design, Feedback.
`CaseSource`	Case Source	PickList		How the case reached the support desk. Routing uses it as the channel when none is given. Values: Voice / Call, Email.
`Category`	Category	PickList		The broad kind of issue. SLA policies and business rules can match on it. Values: Service, Refund, Safety, Billing.
`ClosedWhenCreated`	Closed When Created	Boolean	Yes	Logs an issue that was already settled: when switched on at creation, the case is saved directly as Closed with the closed time stamped. A close reason is still required.
`CloseReason`	Close Reason	PickList		Why the case was closed. Required to close a case. The shipped automation rules also react to it: No Response from Customer moves the case to On Hold, Cancelled to Cancelled, and Resolved together with a resolution summary to Resolved. Values: Resolved, Duplicate, No Response from Customer, Not Reproducible, Works as Designed, Cancelled.
`ConfigurationItemId`	Configuration Item	Lookup
`ContactEmail`	Contact Email	Text		The address the acknowledgement email is sent to when the case is created. Holds at most 20 characters; a longer address on the account or contact is not copied in. With no address the acknowledgement is recorded as a draft and not sent.
`ContactId`	Contact	Lookup → Contact		The person at the account who raised the case. Only the account's contacts are offered; when blank it defaults to the account's most recently created contact.
`ContactName`	Contact Name	Text		The name of the person to reply to, filled from the contact or account when blank.
`ContactNumber`	Contact Number	Text		The phone number to reply on, filled from the contact or account when blank. Numbers longer than 10 characters are not copied in.
`CreatedById`	Created By	Lookup → UserAccount	Yes
`CreatedDateTime`	Created Date	DateAndTime	Yes
`CsatScore`	CSAT Score	Number		The customer satisfaction score recorded for the case.
`CustomerTier`	Customer Tier	PickList		The commercial importance of the customer. SLA policies can match on it. Values: Platinum, Gold, Silver, Bronze.
`DateTimeClosed`	Date/Time Closed	DateAndTime		When the case was closed. Stamped when the status becomes Closed and cleared when the case is reopened.
`DateTimeOpened`	Date/Time Opened	DateAndTime		When the case was opened, stamped at creation. The SLA clock starts here, which is why a case created from a lead does not take the lead's dates.
`Description`	Description	LongMultiLineText		The full account of the issue: what is observable and what the customer needs.
`DocumentDate`	Document Date	DateAndTime
`EntitlementId`	Leave Entitlement	Lookup → LeaveEntitlement
`Escalated`	Escalated	Boolean	Yes	Shows the case has been escalated. Set by the Escalated status, the Escalate action, or an SLA breach.
`FirstResponseDate`	First Response Date	DateAndTime		When work on the case first started. Stamped the first time the status becomes In Progress, and completes the first-response milestone.
`FirstResponseDue`	First Response Due	DateAndTime		The first-response target from the case's SLA policy, in the policy's business hours. Moves forward by any time the clock spent paused.
`Id`	Id	Guid	Yes
`MasterCaseId`	Master Case	Lookup → Case		On a case that was merged away as a duplicate, the surviving case it was merged into. Such a case is closed with close reason Duplicate and keeps its own case number.
`Mobile`	Mobile	Text
`ModifiedById`	Modified By	Lookup → UserAccount	Yes
`Name`	Name	Text	Yes	The generated document number the case number is taken from.
`OriginCaseId`	Origin Case	Lookup → Case		On a case created with the Duplicate action, the case it was copied from.
`OwnerId`	Owner	Lookup → UserAccount	Yes	The record owner in the security sense: whose record the case is. Distinct from Assigned To, the agent working it.
`ParentCaseId`	Parent Case	Lookup		A broader case this one belongs under.
`PartnerAccountId`	Partner Account	Lookup → Account		The partner account (dealer) handling the customer. Only active partner accounts are offered. Required before a service order can be raised from the case.
`PerformCreateLead`	Perform Create Lead	Boolean	Yes	Set when a lead has been created from the case.
`PerformCreateOpportunity`	Perform Create Opportunity	Boolean	Yes	Set when an opportunity has been created from the case.
`Phone`	Phone	Text
`Priority`	Priority	PickList		How fast the business should act on the case, as distinct from Severity. SLA policies can match on it, and the shipped rule Set Case Queue To High Priority puts new High-priority cases on a queue. Values: High, Medium, Low.
`ProductId`	Product	Lookup
`QueueId`	Queue	Lookup → Queue		The queue the case is routed through. New cases with a queue are routed automatically after saving; a case without one is not routed, and the Route action refuses to run without a queue or a named agent.
`RecordTypeId`	Record Type	Guid, hidden
`Remarks`	Remarks	Text
`Reopened`	Reopened	Boolean	Yes
`ResolutionDate`	Resolution Date	DateAndTime		When the case was resolved. Stamped when the status becomes Resolved and cleared when the case is reopened.
`ResolutionDue`	Resolution Due	DateAndTime		The resolution target from the case's SLA policy, in the policy's business hours. Moves forward by any time the clock spent paused.
`ResolutionSummary`	Resolution Summary	Text		What was wrong and what fixed it. Required before a case can be saved as Resolved.
`ResourceId`	Resource	Lookup → Resource		Your organisation's person responsible for this customer. Only active resources are offered. Carried to leads created from the case, and to opportunities as the service advisor.
`ServiceContractId`	Service Contract	Lookup
`ServiceOrderId`	Service Order	Lookup → ServiceOrder		The service order raised from this case. Only one service order can be raised per case.
`Severity`	Severity	PickList		How serious the impact of the issue is, as distinct from Priority. SLA policies can match on it. Values: Critical, High, Medium, Low.
`SLAPolicyId`	SLA Policy	Lookup → SLAPolicy		The SLA policy attached when the case was created: the highest-ranked active policy whose match formula is empty or true for the case. It is not re-matched when the case changes later.
`SlaStatus`	SLA Status	PickList		The overall SLA state of the case. It becomes OnTrack when a policy attaches; when it reaches Breached, the case is also flagged Escalated. Values: OnTrack, Warning, Breached, Met, Paused.
`Status`	Status	PickList		Where the case is in its lifecycle. Defaults to New. Resolved requires a resolution summary and stamps the resolution date; Closed requires a close reason and stamps the closed time; On Hold and the two waiting states pause the SLA clock (configurable per SLA policy); Escalated and Reopened set their flags. Allowed moves are set by the shipped business rules named Block Case Transition From, which administrators can edit. The shipped picklist holds eight of the eleven lifecycle states; Waiting on Customer, Waiting on Third Party and Escalated can be added. Values: New, Assigned, In Progress, On Hold, Resolved, Closed, Reopened, Cancelled.
`Stopped`	Stopped	Boolean	Yes	True while the SLA clock is paused. Set on every save while the status is a pause status of the case's SLA policy (by default On Hold, Waiting on Customer and Waiting on Third Party), and cleared when the status is New, Assigned, In Progress, Escalated or Reopened. Because the status decides on every save, Pause SLA and Resume SLA only stick on a case whose status is in neither group.
`StoppedSince`	Stopped Since	DateAndTime		When the current SLA pause began; empty while the clock runs. When the clock resumes, the paused business time is added to the SLA due times.
`Subcategory`	Subcategory	Text
`Subject`	Subject	Text		The one-line statement of the issue. Used in the subject of the acknowledgement email.
`Type`	Case Type	PickList		The nature of the request. Values: Incident, Problem, Question, Task.
`UIProps`	UI Props	Text
`UpdatedDateTime`	Modified Date	DateAndTime	Yes
`WebCompany`	Web Company	Text
`WebEmail`	Web Email	Text
`WebName`	Web Name	Text
`WebPhone`	Web Phone	Text

Actions

Action	Label	Type	What it does
`AddTeamMember`	Add Team Member	ServerAction (`AddTeamMember`)	Adds a colleague to the case's working team. Does not change the owner or Assigned To.
`BookAppointment`	Book Appointment	ServerAction (`ProductDemo`)	Book Appointment
`BulkDelete`	Delete	Delete	Delete the selected records.
`Clone`	Clone	ServerAction (`Clone`)	Create a copy of this record
`CloseSideConversation`	Close Side Conversation	ServerAction (`CloseSideConversation`)	Closes a side conversation on the case. The case itself is not changed.
`CloseWithReason`	Close	ServerAction (`CloseWithReason`)	Closes the case in one step: takes a close reason (required unless the case already has one) and optionally a resolution summary, sets the status to Closed and stamps the closed time.
`ConvertToLead`	Convert to Lead	ServerAction (`ConvertToLead`)	Creates a lead from the case with its account, contact, branch, partner account and executive, linked both ways. Does not change the case status and can be run more than once.
`ConvertToOpportunity`	Convert to Opportunity	ServerAction (`ConvertToOpportunity`)	Creates an opportunity from the case with its account, contact, branch, partner account and asset, the case's executive as service advisor, linked back to the case. Does not change the case status.
`Delete`	Delete	Delete	Delete
`DeleteInList`	Delete	Delete	Delete in a list page
`Duplicate`	Duplicate	ServerAction (`Duplicate`)	Creates a copy of this case; the copy records this case as its origin case.
`Edit`	Edit	Edit	Edit
`EditEntity`	Edit	Edit	EditEntity
`EditInLine`	Edit	EditInline	Edit in page.
`EditInLineHeader`	Edit	EditInline	EditInLineHeader
`EmailArticle`	Email Article	ServerAction (`EmailArticle`), hidden	Emails a knowledge article to the case's contact.
`Escalate`	Escalate	ServerAction (`Escalate`)	Sets the status to Escalated and the Escalated flag, and can reassign the case to a named agent at the same time.
`FindDuplicates`	Find Duplicates	ServerAction (`FindDuplicates`), hidden	Lists up to 25 open, unmerged cases that share this case's contact, account or phone number. Duplicate-detection rules, where defined, take precedence.
`FindMerged`	Merged Records	ServerAction (`FindMerged`), hidden	Records that were merged into this record.
`Follow`	Follow	ServerAction (`Follow`)	Subscribes you to change notifications for the case.
`Merge`	Merge	ServerAction (`Merge`)	Merges duplicate cases into this one. Their activities, attachments and people move to this case; each duplicate is closed with close reason Duplicate, keeps its own number and points to this case as its master case.
`New`	New	New	New
`PauseSla`	Pause SLA	ServerAction (`PauseSla`)	Marks the case stopped, records when, and logs an SLA clock paused event. The status rule runs in the same save, so on a case in an active status (New, Assigned, In Progress, Escalated, Reopened) the clock keeps running; change the status to a pause status instead. Not on the standard case header; used from macros.
`RemoveTeamMember`	Remove Team Member	ServerAction (`RemoveTeamMember`)	Removes a colleague from the case's working team.
`Reopen`	Reopen	ServerAction (`Reopen`)	Reopens a Resolved, Closed or Cancelled case: sets the status to Reopened and the Reopened flag, and clears the closed and resolution dates. Refused for cases in any other status.
`ReplySideConversation`	Reply Side Conversation	ServerAction (`ReplySideConversation`)	Adds a message to an existing side conversation on the case.
`ResumeSla`	Resume SLA	ServerAction (`ResumeSla`)	Clears the stopped flag and logs an SLA clock resumed event. On a case still in a pause status the clock stays stopped and Stopped Since restarts, so the time already paused is not added back; move the case to an active status instead. Not on the standard case header; used from macros.
`RouteCase`	Route	ServerAction (`RouteCase`)	Hands the case to omni-channel routing through its queue, or a queue or agent given with the action; refused when none of these is available. The agent is chosen by the queue's routing model.
`RunMacro`	Run Macro	ServerAction (`RunMacro`), hidden	Runs a macro's steps against the case, such as field updates and calls to Close, Pause SLA or Resume SLA.
`StartSideConversation`	Start Side Conversation	ServerAction (`StartSideConversation`)	Opens a private side conversation on the case, for example with a third party, separate from the customer thread.
`Unfollow`	Unfollow	ServerAction (`Unfollow`)	Stops your change notifications for the case.

Lookup filters

Filter	Lookup field	Notes
AssetForAccount	`AssetId`
Branch For Partner Account	`BranchId`
Contact for Account	`ContactId`
Partner Account Filter	`PartnerAccountId`
Resource Filter	`ResourceId`

Branch — looks up via BranchId
BusinessHours — looks up via BusinessHoursId
UserAccount — looks up via OwnerId
Resource — looks up via ResourceId
Account — looks up via AccountId
Contact — looks up via ContactId
Asset — looks up via AssetId
ServiceOrder — looks up via ServiceOrderId
LeaveEntitlement — looks up via EntitlementId
UserAccount — looks up via CreatedById
UserAccount — looks up via ModifiedById
CaseMilestone — referenced by via CaseId
Collaborator — referenced by via CaseId
SideConversation — referenced by via CaseId
Lead — referenced by via CaseId
Opportunity — referenced by via CaseId
Follower — referenced by via CaseId

Case — entity reference

Fields

Actions

Lookup filters

Related entities

Related topics