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I am working on the Entitlement Processes and Milestones. Can we remove action (highlighted in red below screen shot) from the Case Milestones related list ?

Is there any setting by which we can do that ?

I have some questions around the OOTB SLA implementation:-

  • Can we stop the SLA ? If yes then how ?
  • As per my understanding, we can't add the Custom Fields in the CaseMilestone. Is this true ?
  • Whats the difference between "Actual elapse time" and "Elapse Time" ?
  • Can we add more than 10 fields somehow in the below screen shot ?

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Can we remove action (highlighted in red below screen shot) from the Case Milestones related list ?

Is there any setting by which we can do that ?

If an user has Read permission to Case then he/she will have Edit to CaseMilestone object.

There are not separate sharing settings on CaseMilestone object. It is built-in.

Can we stop the SLA ? If yes then how ?

Yes, we can stop SLA, use IsStopped attribute of Case Object, objCase.IsStopped = true

As per my understanding, we can't add the Custom Fields in the CaseMilestone. Is this true ?

So far, I know we can't add custom fields.

Whats the difference between "Actual elapse time" and "Elapse Time" ?

Actual elapse time has not been exposed as API in CaseMilestone object.

I think Actual elapse time as also consider Stop timings in the calculation

Can we add more than 10 fields somehow in the below screen shot ?

I think Salesforce only allows max 10 fields to be shown in any related list.

| improve this answer | |
  • Let's say, you are waiting for client then based on the case status, you can stop the milestone. Check if that can be done through Workflow field update or process builder – Santanu Boral Aug 10 '17 at 18:50

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