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0answers
11 views

SLA Process For Custom Objects

SLA process can be introduced using Entitlement Processes for Cases. However I do not find any out of the box capability to implement this for other Custom Objects. Can you please let me know how to ...
1
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0answers
20 views

MilestoneTriggerTimeCalculator looses trigger context

We use the MilestoneTriggerTimeCalculator interface to have more dynamic milestone durations. To prevent having to query for fields on the Case and to have to query for the milestonetype name, we use ...
3
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2answers
45 views

Dont see Master-detail relationship type field on Entitlement object

Why cannot I see Master-Detail Relationship as an option when I try to create a new field in Entitlement object? (See image)
1
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1answer
56 views

Assign Active Entitlement Process to Entitlement

How to automate the assigning of "Active" and latest version of "Entitlement Processes" to Entitlements? I cannot write trigger on Entitlement Process so that whenever a new Version is updated I ...
1
vote
1answer
148 views

Fetch Values From Related Object Fields - JavaScript

I need to assign an Entitlement to all Cases created from an Opportunity, when a user clicks a custom button. I've created a custom field on the Account which contains the Entitlement Id ...
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0answers
208 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
62 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
101 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
83 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
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2answers
217 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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0answers
49 views

How to copy Entitlement Process (SlaProcess) lookup value to a custom text field using Apex

I know I can get round this through creating a series of workflows, but I was wondering if there is an Apex solution to the following. If so, whats the code I need: User Case User would like to run ...
4
votes
2answers
421 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 ...
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0answers
38 views

How to query milestones associated with an EntitlementProcess (SlaProcess)?

Is there any way to query all the milestones that are associated with an EntitlementProcess?
4
votes
1answer
79 views

Entitlement Management Disappearance

Early sometime today or late last night, Entitlement Management, and every related object like Service Contracts disappeared, along with all their records, etc. I had many visualforce and Apex classes ...
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vote
1answer
2k views

Can anybody explain what is Entitlement and service contracts and their relationship in simple words?

I have read many articles regarding Entitlement management but still following things are not clear to me. 1) What is relationship between Entitlement and service contract? I know service ...
4
votes
1answer
141 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 ...
2
votes
1answer
120 views

Default Entitlement process

I need to automate the entitlement process assignment. I could not find a declarative why to do that? How can I automatically assign an Entitlement process to a case based on its priority?
2
votes
2answers
450 views

No such column EntitlementId on entity Case

We have been using the trigger "Trigger on Email Message " on the link below for more than 2 years without any issues. ...
0
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1answer
386 views

Entitlement milestone start time based on entitlement process does not work

i have an entitlement process which its 'Case enters the process' = Based on a custom date/time field on the case: SLA Cont Time and under this entitlement process i have a milestone it's Start time ...
4
votes
1answer
938 views

Ongoing case milestone not behaving as expected

I'll start off by saying that Entitlement Processes are not my strong suite, so I'm sure I'm just doing something dumb or wrong, but I can't figure it out, and neither can some of the other people ...
2
votes
3answers
1k 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 ...
3
votes
1answer
664 views

Closing Service Cloud Case Milestones using Apex

I am having a look at Case milestones and entitlement processes that are part of the service cloud. I want to programmatically close one of the milestones after a certain Status value has been ...