Incident (case) entity messages and methods

 

Updated: November 29, 2016

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online

An incident (case) is a customer service issue, which is a problem that is defined by a customer and the collection of activities that occur in the case to resolve the problem.

The schema name for this entity is Incident. To view the entity metadata for your organization, install the Metadata Browser solution described in Browse the metadata for your organization. You can also view the metadata for an uncustomized organization in the Excel file called EntityMetadata.xlsx included in the top-level folder of the SDK download.

System_CAPS_noteNote

The incident entity ResponsibleContactId lookup attribute should be considered deprecated and the PrimaryContactId lookup attribute introduced with the Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) release should be considered the primary system lookup attribute to associate incidents with a contact record.

There are no plans to remove the ResponsibleContactId lookup attribute, but if you plan to create new customizations you should use PrimaryContactId rather than ResponsibleContactId. If you have existing customizations that currently use ResponsibleContactId, you should consider migrating them to use PrimaryContactId instead.

The following table describes the messages for this entity, which you use with the IOrganizationService.Execute method.

Message

Description

ApplyRoutingRuleRequest

This message was added in the CRM Online Spring ‘14 and Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) release.

Applies the active routing rule to the case.

AssignRequest

Assigns an incident to another user or team.

AssociateRequest

Creates a link between a record and one or more records that participate in a relationship. You can also use the IOrganizationService.Associate method. For more information, see Actions on entity records. For a list of default relationships for this entity, refer to the Incident entity metadata. You can find this information in the metadata for your organization. See the preceding metadata browser information.

CalculateTotalTimeIncidentRequest

Calculates the total time that was spent on the incident.

CloseIncidentRequest

Sets the state of the incident to Closed.

CreateRequest

Creates an incident. You can also call the IOrganizationService.Create method.

DisassociateRequest

Removes a link between a record and one or more records that participate in a relationship. You can also use the IOrganizationService.Disassociate method. For more information, see Actions on entity records. For a list of default relationships for this entity, refer to the Incident entity metadata. You can find this information in the metadata for your organization. See the preceding metadata browser information.

DeleteRequest

Deletes an incident. You can also call the IOrganizationService.Delete method.

GrantAccessRequest

Shares an incident with another security principal (user or team).

IsValidStateTransitionRequest

Validates if the incident is ready to be closed.

MergeRequest

Merging Incidents was added with the CRM Online Spring ‘14 and CRM 2013 Service Pack 1 (on-premises) release.

System_CAPS_noteNote

The behavior of a merge operation for incidents is different from merging accounts, contacts, or leads. More information:  MergeRequest

ModifyAccessRequest

Changes the access rights for an incident previously shared with another security principal (user or team).

RetrieveRequest

Retrieves an incident. You can also call the IOrganizationService.Retrieve method.

RetrieveMultipleRequest

Retrieves a collection of incidents. You can also call the IOrganizationService.RetrieveMultiple method.

RetrievePrincipalAccessRequest

Retrieves the access rights that the specified security principal (user or team) has to an incident.

RetrieveSharedPrincipalsAndAccessRequest

Retrieves all the security principals (users or teams) that have access to an incident, together with their access rights to the incident.

RevokeAccessRequest

Removes all access rights to an incident for the specified security principal (user or team).

RollupRequest

Rolls up or retrieves all the incidents related to the specified incident or contact.

SetStateRequest

Sets the state of an incident. If you are using early bound types, use the IncidentState enumeration to set the possible states. To view the entity metadata for your organization, install the Metadata Browser solution described in Browse the metadata for your organization. You can also view the metadata for an uncustomized organization in the Excel file called EntityMetadata.xlsx included in the top-level folder of the SDK download.

UpdateRequest

Updates an incident. You can also call the IOrganizationService.Update method.

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