This article gives an overview of which objects and fields are used (in a default scenario) for SAP Service cloud.
Please note that this is not the v2 version.
ServiceRequest (Ticket) - Core Object
| Object |
Name |
Description / Reason |
| ServiceRequest |
ID |
Unique identifier for the ticket |
| ServiceRequest |
ObjectID |
Internal object identifier |
| ServiceRequest |
Subject |
Ticket subject/title |
| ServiceRequest |
Description |
Main ticket description text |
| ServiceRequest |
CreationDateTime |
Timestamp when ticket was created |
| ServiceRequest |
LastChangeDateTime |
Last modification timestamp |
| ServiceRequest |
CompletionDateTime |
When ticket was resolved/closed |
| ServiceRequest |
Status |
Current ticket status |
| ServiceRequest |
StatusText |
Human-readable status description |
| ServiceRequest |
LifeCycleStatus |
System lifecycle status (Open, In Process, Closed) |
| ServiceRequest |
Priority |
Ticket priority level |
| ServiceRequest |
PriorityText |
Priority description |
| ServiceRequest |
TypeCode |
Document/Ticket type code |
| ServiceRequest |
TypeCodeText |
Document type description |
| ServiceRequest |
Origin |
Channel (Email, Phone, Web, etc.) |
| ServiceRequest |
ProcessingTypeCode |
Processing type identifier |
| ServiceRequest |
CategoryID |
Service category |
| ServiceRequest |
IncidentCategoryID |
Incident category (if applicable) |
| ServiceRequest |
AssignedTo |
Current assignee/agent |
| ServiceRequest |
ProcessorPartyID |
Processor/Agent ID |
| ServiceRequest |
ReporterPartyID |
Customer/Reporter ID |
| ServiceRequest |
ReporterEmail |
Reporter's email address |
| ServiceRequest |
InitialReviewTime |
Time to first response |
| ServiceRequest |
LastAgentInteraction |
Last agent interaction timestamp |
| ServiceRequest |
ServiceLevelAgreement |
SLA identifier |
| ServiceRequest |
DueDateTime |
SLA due date/time |
| ServiceRequest |
*__c |
All relevant custom fields for sentiment, product, escalation |
ServiceRequestInteraction (Including Emails)
| Object |
Name |
Description/Reason |
| ServiceRequestInteraction |
ID |
Interaction identifier |
| ServiceRequestInteraction |
ObjectId |
Internal object ID |
| ServiceRequestInteraction |
ServiceRequestObjectID |
Link to parent ticket |
| ServiceRequestInteraction |
TypeCode |
Interaction type (Email, Phone, Chat, InternalMemo) |
| ServiceRequestInteraction |
TypeCodeText |
Interaction type description |
| ServiceRequestInteraction |
Direction |
Inbound/Outbound |
| ServiceRequestInteraction |
CreationDateTime |
When interaction occurred |
| ServiceRequestInteraction |
Subject |
Subject line (for emails) |
| ServiceRequestInteraction |
Text |
Content of the interaction/email body |
| ServiceRequestInteraction |
FromAddress |
Sender email (for email type) |
| ServiceRequestInteraction |
FromName |
Sender name |
| ServiceRequestInteraction |
ToAddress |
Recipients (for email type) |
| ServiceRequestInteraction |
SentDateTime |
When sent (for outbound) |
| ServiceRequestInteraction |
ReceivedDateTime |
When received (for inbound) |
| ServiceRequestInteraction |
AuthorID |
Who created the interaction |
| ServiceRequestInteraction |
AuthorName |
Author display name |
| ServiceRequestInteraction |
Status |
Interaction status |
| ServiceRequestInteraction |
MessageID |
Unique message ID (for emails) |
Attachment (optional)
| Object | Name | Description/Reason |
| Attachment | ID | Attachment ID |
| Attachment | ObjectId | Internal identifier |
| Attachment | ParentObjectID | Link to parent (ticket or interaction) |
| Attachment | Name | File name |
| Attachment | MimeType | File type (PDF, JPEG, etc.) |
| Attachment | SizeInKb | File size |
| Attachment | CreationDateTime | Upload timestamp |
| Attachment | CategoryCode | Attachment category |
| Attachment | LinkWebURI | URL to access attachment |
ServiceRequestTextCollection (for internal notes not in interactions)
| Object | Name | Description/Reason |
| ServiceRequestText | ID | Text entry ID |
| ServiceRequestText | ParentObjectID | Link to ticket |
| ServiceRequestText | TypeCode | Text type (InternalNote, AdditionalInfo) |
| ServiceRequestText | TypeCodeText | Text type description |
| ServiceRequestText | Text | Actual text content |
| ServiceRequestText | CreationDateTime | When text was added |
| ServiceRequestText | AuthorID | Who created the text |
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