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1answer
54 views

Checking whether a Case is closed

I've put together some code to automate the completion of CaseMilestones when the user makes certain changes to a Case. trigger completeCaseMilestone on Case (after update) { List<WEID__c> ...
3
votes
1answer
48 views

How to find out which Approval Step has just been completed

In certain situations, I may have several approval steps for a Case which will be approved by several different users. I need my Apex trigger to complete a CaseMilestone, if a particular step has ...
1
vote
1answer
58 views

Updating CaseMilestone - CaseId field is not writeable

I need to mark the CaseMilestone as complete and populate the completion date, when the owner of it's parent Case is changed. For other objects I can use List<Account> acctsToUp = new ...
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0answers
146 views

Problems with Milestones, Entitlements and Apex Triggers

I’m working on implementing Milestones and Entitlements into my company’s Salesforce Org for the first time. No one on my team has any experience with this feature, so I’m on my own as far as that ...
1
vote
1answer
59 views

Milestones and Entitlements

I'm in the process of researching Milestones and Entitlements for my company, and I've come to a few problems. A) I can't get warning triggers to ha ppen. The time is set, it's supposed to update a ...
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0answers
88 views

Bring the TimeRemaining and TargetResponse from MileStone to Case

I have this simple requirement but not sure of any way to do it. I need to put a Milestone Status Icon/Image on related Case from Milestone depending on a formula between Time Remaining and Target ...
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0answers
72 views

Milestone Criteria met (but not activated) by another milestone Violation action

I have a scenario where I need to set 3 milestones within an Entitlement process. The first milestone is active when the case is created. The subsequent milestones should activate when the previous ...
7
votes
2answers
173 views

bug in milestones elapsed time?

We noticed recently that the "elapsed time" of a milestone does not seem to exclude the time that the entitlement process was stopped. To us, that's a clear bug but I would like to know if other ...
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votes
0answers
52 views

Update a custom field from the value present in the Case milestone

I have a requirement where I have to copy the "time remaining" value from the Case milestone and paste it in a custom field in Case object as soon as a Case is created. The problem I am facing is we ...
0
votes
1answer
289 views

Update Completion Dates of CaseMilestone

Using an Apex trigger to update the completion date field on case milestone related list when the case exited the entitlement process...I'm bringing that "Entitlement process End time" to fill in the ...
2
votes
0answers
33 views

Case with Milestones and Solution?

I want to create a report having Elapsed Time in my Cases with Milestones report and Solution details? Is there a way to add Solution fields to CAses with Milestones report?
1
vote
1answer
95 views

bulk and the MilestoneTriggerTimeCalculator interface

New from Spring '14 is the MilestoneTriggerTimeCalculator interface. (https://www.salesforce.com/us/developer/docs/apexcode/Content/apex_interface_support_milestonetriggertimecalculator.htm) We use ...
1
vote
0answers
90 views

Workflow to update Milestone completion

I am trying to create a workflow field update on milestone but I don't see milestone standard fields in the list. This idea https://success.salesforce.com/ideaview?id=08730000000HS83AAG has already ...
4
votes
2answers
384 views

Prioritizing Cases Using Entitlements / Case milestones

I have currently set up Entitlements to manage a few SLAs: First Response Time (time to get a response to the customer for the first time) Relief Time (time to get a proposed solution to the ...
0
votes
0answers
93 views

Entitlement Process for salesforce

I want to implement entitlement process for case management. My requirement is to use Sequential milestone for cases. Whenever case is created it should start the SLA i.e milestone for let say 4 hrs. ...
4
votes
1answer
134 views

Adding comments to Milestone

I want to allow the Service Rep. to allow a comment/description to an entitlement milestone, like what action was performed to meet the milestone. Example: Milestone is First Response after 15 min ...
4
votes
1answer
346 views

Recalculating SLA Times

I have a group of SLA Processes that are working, they are using a custom date field as a base for the Milestone timeline; however, I need that under a special set of circumstances, a change in the ...
2
votes
3answers
974 views

Milestones not working when case created from test code

I have an Entitlement process and support triggers that I would like to test so that I can submit code into product. Problem: When I create all the object through code I only get one of the ...
1
vote
1answer
1k views

Completion issues with CaseMilestones

I am in the process of assessing Entitlement Processes and CaseMilestones. I have set up an Entitlement Process that has 2 CaseMilestones set up. The first called First Response is initialised on ...