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6
votes
0answers
36 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 ...
0
votes
0answers
6 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
19 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
12 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
0answers
50 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
44 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
1answer
156 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
48 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
112 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
248 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
684 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
805 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 ...