I have a requirement to provide customizable timelines to close a case with in specified time.
So, i set up entitlement process but my requirement is to apply milestone for specific cases with specific record owner.If i remove case owner from below criteria it's working fine.But if i include it is not working don't know where i went wrong.
My requirement is simple in Entitlement Process
Case enters the process Based on case created date
Case exits the process Only
1.when Case Record Type == Customer Order
2.Status == Shipped,On hold - Future Dated Deployment)
And i have only one Milestone under this entitlement process to complete case within 48 hours. with following criteria