Case

Represents a case, which is a customer issue such as a customer’s feedback, problem, or question.

Supported Calls

create(), update(), delete(), query(), search(), retrieve(), getDeleted(), getUpdated(), describeSObjects(), upsert()

Fields

Field	Field Type	Field Properties	Description
AccountId	reference	Create Filter Nillable Update	ID of the account associated with this Case. For information about specifying this value, see Separating Accounts from Contacts in Cases.
CaseNumber	string	Autonumber Defaulted on create Filter idLookup	Assigned automatically when each case is inserted. It cannot be set directly, and it cannot be modified after the case is created.
ClosedDate	dateTime	Filter Nillable	The date and time when the case was closed.
ContactId	reference	Create Filter Nillable Update	ID of the associated Contact. For information on IDs, see ID Field Type.
Description	textarea	Create Nillable Update	A text description of the case. Limit: 32 KB.
HasCommentsUnreadByOwner	boolean	Defaulted on create Filter	Indicates whether a case has comments that have not yet been read by the owner (`true`) or not (`false`).
HasSelfServiceComments	boolean	Defaulted on create Filter	Indicates whether a case has comments added by a Self-Service user (`true`) or not (`false`).
IsClosed	boolean	Defaulted on create Filter	Indicates whether the case is closed (`true`) or open (`false`). This field is controlled by the Status field; it cannot be set directly. Label is Closed.
IsClosedOnCreate	boolean	Defaulted on create Filter	Indicates whether the case was closed at the same time that it was created (`true`) or not (`false`). This flag is read-only and is automatically set upon `create()`. It cannot be set to `true` unless the IsClosed flag is also `true`.
IsDeleted	boolean	Defaulted on create Filter	Indicates whether the object has been moved to the Recycle Bin (`true`) or not (`false`). Label is Deleted.
IsEscalated	boolean	Create Defaulted on create Filter Update	Indicates whether the case has been escalated (`true`) or not. A case's escalated state does not affect how you can use a case, or whether you can `query()`, `update()`, or `delete()` it. However, you cannot set this flag via the API. For more information on case escalation, see the Salesforce online help. Label is Escalated.
IsSelfServiceClosed	boolean	Defaulted on create Filter	Indicates whether the case is closed for Self-Service users (`true`) or not (`false`).
IsVisibleInSelfService	boolean	Defaulted on create Filter	Indicates whether the case can be viewed in the Customer Self-Service Portal (`true`) or not (`false`).
Origin	picklist	Create Filter Nillable Update	The source of the case, such as “Email,” “Phone,” or “Web.” Label is Case Origin.
OwnerId	reference	Create Defaulted on create Filter Update	ID of the contact who owns the case.
ParentId	reference	Create Filter Nillable Update	The ID of the parent case in the hierarchy. The label is Parent Case.
Priority	picklist	Create Filter Nillable Update	The importance or urgency of the case, such as “High,” “Medium,” or “Low.”
Reason	picklist	Create Filter Nillable Update	The reason why the case was created, such as “Instructions not clear,” or “User didn’t attend training.”
Status	picklist	Create Defaulted on create Filter Nillable Update	The status of the case, such as “New,” “Closed,” or “Escalated.” This field directly controls the IsClosed flag. Each predefined Status value implies an IsClosed flag value. For more information, see CaseStatus.
Subject	string	Create Filter Nillable Update	The subject of the case. Limit: 255 characters.
SuppliedCompany	string	Create Filter Nillable Update	The company name that was entered when the case was created. Cannot be updated after the case has been created. Label is Company.
SuppliedEmail	email Create Filter Nillable Update	Create Filter Nillable Update	The email address that was entered when the case was created. Cannot be updated after the case has been created. Label is Email. If your organization has an active auto-response rule, SuppliedEmail is required when creating a case via the API. Auto-response rules use the email in the contact specified by ContactId. If no email address is in the contact record, the email specified here is used. For more information, see "Setting Up Auto-Response Rules" in the Salesforce online help.
SuppliedName	string	Create Filter Nillable Update	The name that was entered when the case was created. Cannot be updated after the case has been created. Label is Name.
SuppliedPhone	string	Create Filter Nillable Update	The phone number that was entered when the case was created. Cannot be updated after the case has been created. Label is Phone.
Type	picklist	Create Filter Nillable Update	The type of case, such as “Feature Request” or “Question.”

Note

If you are importing Case data into Salesforce and need to set the value for an audit field, such as CreatedDate, contact salesforce.com. Audit fields are automatically updated during API operations unless you request to set these fields yourself. For more information, see System Fields.

Usage

Use the Case object to manage cases for your organization. Client applications can create(), update(), delete(), and query()Attachments associated with a case via the API.

Assignment Rules

When you create() or update() a case, your client application can have the case automatically assigned to one or more Users based on assignment rules that have been configured in the Salesforce user interface. To use this feature, your client application needs to set either of the following options (but not both) in the AssignmentRuleHeader used in the create() or update() call:

Field	Field Type	Description
assignmentRuleId	reference	ID of the assignment rule to use. Can be an inactive assignment rule. If unspecified and useDefaultRule is `true`, then the default assignment rule is used. To find the ID for a given assignment rule, query the AssignmentRule object (specifying `RuleType=”caseAssignment”`), iterate through the returned AssignmentRule objects, find the one you want to use, retrieve its ID, and then specify its ID in this field in the AssignmentRuleHeader.
useDefaultRule	boolean	Specifies whether to use the default rule for rule-based assignment (`true`) or not (`false`). The default rule is assigned by users in the Salesforce user interface.

For a code example that shows setting the AssignmentRuleHeader for a Lead (which is similar to setting the AssignmentRuleHeader for a Case), see Lead.

Separating Accounts from Contacts in Cases

In releases before 8.0, the AccountId could not be specified, it was derived from the contact’s account. This behavior will continue to be supported in future releases, but you can also now specify an AccountId. If you do not specify the AccountId during the creation of a case, the value will default to the contact’s AccountId.

Note

When a record is updated, if the ContactId has not changed, then the AccountId is not regenerated. This prevents the API from overwriting a value previously changed in the Salesforce user interface. However, if an API call changes the ContactId and the AccountId field is empty, then the AccountId is generated using the contact’s account.

Using _case with Java

Depending on the development tool you use, you may need to write your application using _case instead of Case. This is because case is a reserved word in Java.