Incidents

The question or the request for help submitted by a customer through the Ask a Question page, email, a chat session, site or answer feedback, or from an external source using the API.

Table-Specific Information

SELECT

The add-in will use the Oracle Service Cloud API to process WHERE clause conditions built with =,!=,<,>,<=,>=,IN,NOT_IN,IS,IS_NOT,LIKE operators. The rest of the filters are executed client side within the add-in.

SELECT * FROM Incidents WHERE id = 12
SELECT * FROM Incidents WHERE id > 15
SELECT * FROM Incidents WHERE lookUpName LIKE '%test'
SELECT * FROM Incidents WHERE id IN (12, 23, 123)
SELECT * FROM Incidents WHERE lookUpName IS NOT NULL

INSERT

Insert can be executed by specifying the primaryContact columns. The columns that are not read-only can be inserted optionally. Following is an example of how to insert into this table.

INSERT INTO Incidents (primaryContactId) VALUES ('12')

UPDATE

Update can be executed by specifying the id in WHERE Clause. The columns that are not read-only can be Updated. For example:

UPDATE Incidents SET languageId = '1' WHERE id = 1

DELETE

Delete can be executed by specifying id in the WHERE Clause. For example:

DELETE FROM Incidents WHERE id = '4'

Columns


Name	Type	ReadOnly	Description
AssetId	Long	False	Id of asset. The ID of the associated asset.
AssetlookUpName	String	False	LookUpName of asset. The ID of the associated asset.
CategoryId	Long	False	Id of category. The service category.
CategorylookUpName	String	False	LookUpName of category. The service category.
ChannelId	Long	False	Id of channel. The channel used in the creation of the most recent thread.
ChannellookUpName	String	False	LookUpName of channel. The channel used in the creation of the most recent thread.
ChatQueueId	Long	False	Id of chatQueue. The chat queue to which the incident is assigned. This attribute is read-only.
ChatQueuelookUpName	String	False	LookUpName of chatQueue. The chat queue to which the incident is assigned. This attribute is read-only.
ClosedTime	Datetime	True	The date and time when the incident was closed. This attribute is read-only.
CreatedByAccountId	Long	True	Id of createdByAccount. The staff member who created the incident.
CreatedByAccountlookUpName	String	True	LookUpName of createdByAccount. The staff member who created the incident.
CreatedTime	Datetime	True	The date and time when the incident was created. This attribute is read-only.
DispositionId	Long	False	Id of disposition. The service disposition.
DispositionlookUpName	String	False	LookUpName of disposition. The service disposition.
Id [KEY]	Long	True	The unique identifier of the incident.
InitialResponseDueTime	Datetime	True	The due date that is required to conform to the SLA. If SLAs have not been implemented, this would apply to the default response requirements. This attribute is read-only.
InitialSolutionTime	Datetime	True	The date and time when a response was sent to the customer for a status change other than 'unresolved'. This attribute is read-only.
InterfaceId	Long	False	Id of interface. The ID of the associated interface.
InterfacelookUpName	String	False	LookUpName of interface. The ID of the associated interface.
LanguageId	Long	False	Id of language. The ID of the associated language.
LanguagelookUpName	String	False	LookUpName of language. The ID of the associated language.
LastResponseTime	Datetime	True	The date and time when the last response was sent to the contact. This attribute is read-only.
LastSurveyScore	Int	True	The score of the last survey of the incident. This attribute is read-only.
LookupName	String	True	The name used to look up the incident.
MailboxId	Long	False	Id of mailbox. The ID of the mailbox from which incident was created.
MailboxlookUpName	String	False	LookUpName of mailbox. The ID of the mailbox from which incident was created.
MailingId	Long	True	Id of mailing. The ID of the associated marketing outbound email. This attribute is read-only.
MailinglookUpName	String	True	LookUpName of mailing. The ID of the associated marketing outbound email. This attribute is read-only.
OrganizationId	Long	False	Id of organization. The ID of the associated organization.
OrganizationlookUpName	String	False	LookUpName of organization. The ID of the associated organization.
PrimaryContactId	Long	False	Id of primaryContact. The primary contact.
PrimaryContactlookUpName	String	False	LookUpName of primaryContact. The primary contact.
ProductId	Long	False	Id of product. The service product.
ProductlookUpName	String	False	LookUpName of product. The service product.
QueueId	Long	False	Id of queue. The queue to which the incident is assigned.
QueuelookUpName	String	False	LookUpName of queue. The queue to which the incident is assigned.
ReferenceNumber	String	True	The reference number generated when the incident was created. It is also referred as the incident name.
ResolutionInterval	Int	True	The number of minutes taken to resolve the incident past the SLA's resolution requirement. This attribute is read-only.
ResponseEmailAddressTypeId	Long	False	Id of responseEmailAddressType. The type of address that is used for incident responses, such as Primary or Alt1 .
ResponseEmailAddressTypelookUpName	String	False	LookUpName of responseEmailAddressType. The type of address that is used for incident responses, such as Primary or Alt1 .
ResponseInterval	Int	True	The number of minutes taken to respond to the incident past the SLA's response requirement. This attribute is read-only.
SeverityId	Long	False	Id of severity. The assigned severity level.
SeveritylookUpName	String	False	LookUpName of severity. The assigned severity level.
SmartSenseCustomer	Int	True	The emotive index calculated from the contact-generated threads. This attribute is read-only.
SmartSenseStaff	Int	True	The emotive index calculated from the staff-generated threads. This attribute is read-only.
SourceId	Long	True	Id of source. The creation source IDs. This attribute is read-only.
SourcelookUpName	String	True	LookUpName of source. The creation source IDs. This attribute is read-only.
Subject	String	False	The short description of the incident.
UpdatedTime	Datetime	True	The date and time when the incident was last updated. This attribute is read-only.
AssignedToaccountId	Long	False	Id of account. The staff account.
AssignedToaccountlookUpName	String	False	LookUpName of account. The staff account.
AssignedTostaffGroupId	Long	False	Id of staffGroup. The staff group. The caller should assign the staff group when assigning to an account.
AssignedTostaffGrouplookUpName	String	False	LookUpName of staffGroup. The staff group. The caller should assign the staff group when assigning to an account.
BannerimportanceFlagId	Long	False	Id of importanceFlag. The importance of the banner.
BannerimportanceFlaglookUpName	String	False	LookUpName of importanceFlag. The importance of the banner.
Bannertext	String	False	The description of a flag.
BannerupdatedByAccountId	Long	True	Id of updatedByAccount. The staff account that most recently updated the banner flag and/or text. This attribute is read-only.
BannerupdatedByAccountlookUpName	String	True	LookUpName of updatedByAccount. The staff account that most recently updated the banner flag and/or text. This attribute is read-only.
BannerupdatedTime	Datetime	True	The date and time when the banner was last updated. This attribute is read-only.
SLAInstanceactiveDate	Date	True	The date when the instance became active.
SLAInstanceexpireDate	Date	True	The date when the instance is scheduled to expire. This attribute is read-only.
SLAInstanceid	Long	True	The unique identifier of the SLAInstance.
SLAInstancenameOfSLAId	Long	False	Id of nameOfSLA. The SLA from which the instance was created.
SLAInstancenameOfSLAlookUpName	String	False	LookUpName of nameOfSLA. The SLA from which the instance was created.
SLAInstanceremainingFromCSR	Int	True	The remaining number of CSR incidents. This attribute is read-only.
SLAInstanceremainingFromChat	Int	True	The remaining number of chat incidents. This attribute is read-only.
SLAInstanceremainingFromEmail	Int	True	The remaining number of email incidents. This attribute is read-only.
SLAInstanceremainingFromWeb	Int	True	The remaining number of web self-service incidents. This attribute is read-only.
SLAInstanceremainingTotal	Int	True	The total number of remaining incidents. This attribute is read-only.
SLAInstancesLASet	Int	True	The SLA set from which the instance was created. This attribute is read-only.
SLAInstancestateOfSLAId	Long	True	Id of stateOfSLA. The current state of the SLA. The supported values are Inactive, Active, Expired, or Disabled.
SLAInstancestateOfSLAlookUpName	String	True	LookUpName of stateOfSLA. The current state of the SLA. The supported values are Inactive, Active, Expired, or Disabled.
StatusWithTypestatusId	Long	False	Id of status. The current status.
StatusWithTypestatuslookUpName	String	False	LookUpName of status. The current status.
StatusWithTypestatusTypeId	Long	True	Id of statusType. The associated status type. This attribute is read-only.
StatusWithTypestatusTypelookUpName	String	True	LookUpName of statusType. The associated status type. This attribute is read-only.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.


Name	Type	Description
billedMinutes	String	The list of time-billed entries that are used for tracking work on the incident.
fileAttachments	String	The list of file attachments.
milestoneInstances	String	The list of milestone instances associated with the incident. This attribute is read-only.
otherContacts	String	The list of secondary contacts.
threads	String	The list of customer and staff discussion threads or notes. New entries can be added to the list and existing threads updated. It is not possible to remove discussion threads retroactively.

Excel Add-In for Oracle Service Cloud