I've setup an entitlement process with milestones (
no-reoccurrence type) & entitlement, and assigned the entitlement to a case.
The process is working great, but once a milestone is complete it disappears from the Case Milestones related list.
My purpose is to collect statistical data about the milestones, where I need the
ActualElapsedTime fields, which according to the answer I got here, those fields are only populated by Salesforce after completion, but my issue is that at this point the milestone disappears from the
CaseMilestone object table, so I cannot collect this data.
I've tried settings the milestone type to
independent, but it did not change anything. I've also tried to apply
Business Hours to the entitlement, thinking it must be present for the calculation to work, but still nothing.
Is there a way to prevent this? Some configuration that I'm missing? Unfortunately, Salesforce docs regarding the milestone functionality are not the best to say the least...