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4
votes
1answer
61 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 ...
1
vote
0answers
14 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?
1
vote
2answers
68 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
0answers
43 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 ...
0
votes
0answers
13 views

what is the maximum active entitlement process EE has?

I have a EE org and i would like to know what is the maximum active entitlement process can i have? i checked through http://na10.salesforce.com/help/pdfs/en/salesforce_app_limits_cheatsheet.pdf and ...
0
votes
0answers
92 views

Milestones for Re-Open Case

We are implementing milestones and entitlements at our company and I am running into an issue. We have one basic entitlement and 5 different milestones under it. First Response Re-Open Tier1 Tier2 ...
4
votes
1answer
360 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
316 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
242 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 ...