Can we make the target response time configurable in an Entilement Process?

Question

Can we make the "Case Milestones" target response time configurable ?

On the UAT, I am using values 30 mins, 1 hour etc, but on Production Environment it is expected to show the 5 business days, 7 business days etc. Now every time when the target time value changes I need to clone the entire milestone process. This is not good practice. Any guidance how we can do this? Specially when you have almost 50 entitlement processes and 200 Milestones ?

Edit-1: I am already using ApexClass to call some business logic, how I can used Apex class again ?

global class DateTimeCalculator implements Support.MilestoneTriggerTimeCalculator {  

    global Integer calculateMilestoneTriggerTime(String caseId, String milestoneTypeId){     
        Case c = [SELECT Id, CreatedDate FROM Case WHERE Id = :caseId];        
        MilestoneType mtype = [SELECT Name FROM MilestoneType WHERE Id = :milestoneTypeId];
        Integer i = 0;
        Date dt = date.newinstance(c.CreatedDate.year(), c.CreatedDate.month(), c.CreatedDate.day());

        if(mtype.Name != null){
            if (mtype.Name.equals('XXXXXXXXXXXXXXX')){
                List<MyService__c> mySerList = [SELECT Id,DateDeadline__c FROM MyService__c 
                              WHERE Case__c = :caseId 
                                AND DateDeadline__c != NULL];

                if(!mySerList.isEmpty()){
                    Date dDate = mySerList[0].DateDeadline__c;    
                    i = (dt.daysBetween(dDate))*24*60 ;     
                    return i; 
                }
            }
        }
        return i;
    }
}

EDIT-2 Ex: Entitlement Process X has assume 5 milestones.

• Milestone-1 : Step1 to 20
• Milestone-2 : Step4 to 18
• Milestone-3 : step7 to 15
• Milestone-4 : step 2 to 12 etc

These milestones are getting triggered based on the status and SubStatus values. The combination of the status & sub status value will be unique. The deadline of the SLA is dynamic. some of them are getting triggered based on the dynamic value population.

Answer 1

You can use Custom metadata types or Custom Settings to configure Milestones values.

Create an apex class which implements Support.MilestoneTriggerTimeCalculator interface and use calculateMilestoneTriggerTime method to calculate and return the milestone.

global class MilestoneTimeCalculator implements Support.MilestoneTriggerTimeCalculator 
{   

    global Integer calculateMilestoneTriggerTime(String caseId, String milest)      
    {
        for(Custom__mdt mdt: [SELECT Queue_Developer_Name__c, Queue_Name__c,SLA__c FROM Custom__mdt])
        {
            //check other proper conditions
            return Integer.valueof(mdt.SLA__c));
        }
    }
}

Finally, use this apex class in Milestones Details page. This way time change will be flexible.