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3
votes
1answer
28 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
vote
1answer
44 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
86 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 ...
0
votes
0answers
143 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
0answers
52 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 ...
0
votes
0answers
85 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 ...
0
votes
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
172 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
44 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
379 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
34 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?
0
votes
0answers
54 views

Mass Associating Accounts with Entitlements

Our use case is this - All accounts need to be have multiple Entitlements available to them. When the support rep gets the call they will open a new case and determine which entitlement to assign. ...
4
votes
1answer
72 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 ...
1
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
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 ...
2
votes
0answers
109 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
418 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
votes
1answer
362 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
904 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
973 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
628 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 ...