Salesforce: Priority Mapping and Hidden Preview Fields

All Quiet now maps Salesforce case priority to incident severity in both directions, and lets you hide selected case fields from incident lists and chat notifications.

Two-Way Priority and Severity Mapping

When someone changes incident severity in All Quiet, the linked Salesforce case updates its priority. When someone changes case priority in Salesforce, All Quiet updates the incident severity. Orgs with custom Salesforce priority values can map those values directly.

How mapping works

• All Quiet to Salesforce: When All Quiet creates a case from an incident, it sets the case priority from the incident severity: Critical, Warning, or Minor. If a severity has no priority selected, All Quiet uses Default case priority. If that is also empty, Salesforce uses its your org's own default. Later severity changes on the incident update the linked case priority.
• Salesforce to All Quiet: When a case creates an incident, or when the priority changes on a linked case, All Quiet sets the incident severity from your mapping. Each Salesforce priority can map to only one severity. If you leave the lists empty, All Quiet uses High → Critical, Medium → Warning, and Low → Minor.
• Existing incidents: Severity changes only when the case priority changes. Other case updates leave the severity as it is. All Quiet stores the current priority on the incident as Salesforce Priority.

Edge cases

• If a severity has no mapped priority, new cases use Default case priority. Later severity changes do not update the case priority.
• An unmapped priority other than High, Medium, or Low does not change the severity of an incident that already exists.
• For incidents linked before this mapping, the first case update records Salesforce Priority and leaves severity unchanged. The next priority change applies your mapping.

Hide Case Fields in Previews and Notifications

Choose which synced case fields stay off incident list previews and notification messages. The values remain on the incident and still show on the incident detail page. The functionality is similar to the Hidden attribute key in payload mapping for our one-way inbound integrations.

• Attributes hidden in previews lists the Case fields All Quiet syncs, including Case Number and Salesforce Priority.
• Selected fields are omitted from incident list previews and from Slack, Microsoft Teams, Mattermost, and email notifications.

Hiding a field only changes where it is shown. All Quiet still syncs and stores the value. The case link and description stay hidden in previews.

Anyone who can edit the Salesforce integration can change severity <> priority mapping and the hide case fields list.

Learn more in the Salesforce setup guide.