This is tricky requirement but exactly I have achieved.
Create Entitlement Process and define Miletones based on which Case will enter into the milestone. Milestone type will be Independent
. You will define single Milestone for this process like Resolution Time
.
If you have a different SLA based on case types then you need to write code for proper SLA assignment. Let's say Support1 Team's SLA is 24hrs and Support2 team's SLA is 18 hours. So in that scenario, SLA should be dynamic. Use this apex class in Milestone configuration.
code
global class CaseMilestoneTimeCalculator implements Support.MilestoneTriggerTimeCalculator
{
public CaseMilestoneTimeCalculator(){
}
global Integer calculateMilestoneTriggerTime(String caseId, String milest)
{
//need to query the SLA defined in Custom setting/Meta data type for respective user or group
}
}
Create a separate object say Resolution Tracker
which will take the data from Milestone object. This tracker will have all the milestone data related to Case. Take all the fields from Milestone object to create this object and lookup to CaseId. And insert or update record based on case status changes.
Since you have to complete one milestone when case status changes so, before starting a new milestone, update previous milestone with completed date.
code
public class MilestoneUtils
{
public static void completeMilestone(List<Id> caseIds, DateTime complDate)
{
List<CaseMilestone> cmsToUpdate = [select Id, completionDate
from CaseMilestone cm
where caseId in :caseIds and IsCompleted =False
and completionDate = null limit 1];
if (cmsToUpdate.isEmpty() == false)
{
for (CaseMilestone cm : cmsToUpdate)
{
cm.completionDate = complDate;
}
update cmsToUpdate;
}
}
}
Flow