Questions tagged [casemilestone]

Represents a milestone (required step in a customer support process) on a Case.

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Error:The time trigger value calculated by the Apex class “SL_diagnosticsMilestoneTimeCalculator” should be a positive integer

I received one issue where a L2 queue agent cannot reopen a closed case, he is getting error Error:The time trigger value calculated by the Apex class "SL_diagnosticsMilestoneTimeCalculator"...
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20 views

How to execute Apex code on Milestone Violation

Does anybody have an idea on how to execute Apex code on a Milestone Violation Action? Currently, I am willing to post a Case Feed Item when a given Milestone Violoation happens. I have already ...
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Case Milestones not created when testing apex class

Recently I stumbled upon problem getting code coverage for Apex code that evaluates case milestones by their target date values. When trying to create case in test class it does not create case ...
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Multiple time triggers on milestones

I believe I have found a Salesforce "feature" which could also be described as a bug. I have attached a screenshot showing how we have configured time triggers on our milestone, such that a ...
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23 views

Difference in criteria fields in Entitlement Process

When creating an entitlement process and ONE milestone step, there are two places where you can set custom criteria. On the Entitlement Process itself, you supply custom criteria for "Case ...
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1answer
33 views

Milestones - Service Cloud

Is it good to have milestones as a countdown for internal processes? For example, let's say we don't have sla with a customer, but we want to have internally a rule to support that we will support him ...
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MilestoneUtils - setup CaseMilestone in test class

I am am attempting to use the class from this help article but the test included did not provide full coverage (commented below) of the MilestoneUtils Class. https://help.salesforce.com/articleView?id=...
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39 views

MilestoneUtils - writing test class [duplicate]

I was working off of the code provided here: https://help.salesforce.com/articleView?id=entitlements_milestones_trigger.htm&type=5 The test class they provided did not cover the full class. Still ...
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Case Milestone Trigger Code Code Coverage [duplicate]

Trigger: trigger CompleteFirstResponseCaseComment on CaseComment (after insert) { if (UserInfo.getUserType() == 'Standard'){ DateTime completionDate = System.now(); List<Id> ...
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121 views

Process Builder Not Triggered After Time Dependent Workflow Action

I've a process builder which is invoked when a record is created/edited. It evaluates if a checkbox (say CheckboxA__c) is ticked and performs immediate action of sending a custom notification. This ...
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14 views

Can I close a case using an entitlement process?

I have a business requirement that asks that a case should be closed as "Incomplete" if still open and no action is performed after 3 months. Now, I know I can do this using a time-based ...
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15 views

CaseMilestones Not Generating

I have an Entitlement process. The 2nd milestone has the following characteristics: Case.Group__c = IT Business Apps Case.First_Assignment_Date_Time__c = null Case.Origin = Help Center - Biz Ops ...
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Can we make case milestone record completion date uneditable for some users?

I was trying to hide the case milestone completion date for some profiles. I tried using page layout read-only option and we can't set field-level security for case milestone. Also, we can't write a ...
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How does an agent/supervisor can be able to extend the SLA timings

How can an agent/supervisor be able to extend the SLA timings? For example, if a case has a 24Hr Resolution milestone and agent thinks he needs an additional 24Hr to complete, he can extend it to ...
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83 views

Complete case milestone when a violation occurs and start second milestone

I have an entitlement process with 4 milestones. When case is created, starts 2 milestones: One (called Total) should be completed until de case is closed. Second should be completed automaticaly when ...
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1answer
30 views

Isolate multiple IF statements?

I'm running into some difficulty in getting a case milestone to update correctly. The context is that my Org had three departments, and three separate entitlement processes (which all completed on ...
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1answer
103 views

Case Milestone - Upload via DataLoad / Bulk Create

I have created Case Milestones - First Response, but due to some criteria mismatch no records were created. Now we have corrected the criteria and the First response is being executed/completed for ...
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1answer
319 views

I am writing a test class on Case object with entitlement, and I'm receiving an error message

When I execute my test class of " trigger class" on case object this error message is received: first error: FIELD_INTEGRITY_EXCEPTION, You can’t set an entitlement process' start time after any ...
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1answer
558 views

How to manage multiple teams working on the same case

I need to handle a scenario where a Sales Rep will raise a case for service activation for a customer. Such a case will have the following steps - Team A will validate the details and then pass on to ...
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107 views

Milestone Violation when Priority is Changed

Currently facing an issue where milestones are falsely being registered as violated when the priority of a case is changed. Here is how our entitlement process is setup for the first response ...
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1answer
223 views

Why is my entitlement not stopped during support holidays?

I have an entitlement process with a single milestone in it. I've created a support holiday and linked it to the business hours record I have set up on the milestone and on the entitlement process. ...
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1answer
34 views

Not able to query custom field on CaseMilestone

I have created a custom field on CaseMilestone, But i am not able to do a query that particular field. is that a restriction from salesforce or i am missing something ? Regards Nirmallya
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248 views

Case milestone conclusion by the user doesn't seem to trigger the process builder?

I'm working on a service system on which the case has a field called "observations". When the case's status change the system is supposed to copy its content to a big object related to the case record,...
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399 views

Entitlement Process Deletion Issues

So, first things first. What I am trying to here is to Delete a version of Entitlement Process. While doing so I got a list of Cases with this: You can't delete this entitlement process because it'...
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1answer
1k views

Milestones are disappearing after completion

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 ...
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1answer
809 views

Milestone elapsed / actual elapsed / stopped times are always empty

I have a CompletedCaseMilestone custom object that I use to store the completed milestones for statistical analysis later. Everything is working great, but I came across an issue when I'm also using ...
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1answer
851 views

Dynamically create time trigger for warning and violation in milestone

While creating a milestone in entitlement process we specify warning and violation time statically. I have a custom date field in Case. The milestone should enter in warning state only when the ...
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3answers
2k views

Entitlement / Milestone field update doesn't trigger Process Builders

We have setup an Entitlement Process in our org which upon hitting milestones performs a number of field updates on the Case record. These checkboxes correctly update when the milestone is hit, ...
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287 views

Case Milestone Clock not appearing in Community Page Layout

While setting up community with case entitlements, the case milestone is not visible on Community login(case detail page). The user license used is 'Customer Community Plus'. The entitlement & ...
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1answer
507 views

Milestone calculating weekend as a day

I created a entitlement and milestone. Given business hours as default hours in entitlement process. Created Milestone for 5 days(working hours). I am enabled "Show the time remaining in actual hours,...
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1answer
113 views

How to remove linkage of Entitltement Process with Case from backend or programatically?

How we can remove the linkage of Entitlement Process with Case when we're using all the custom layouts with Visualforce pages? For ex: SELECT Id, CaseNumber, EntitlementId,Entitlement.Name FROM ...
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1answer
196 views

Entitlement and Support Record Update Rule Detail doesn't works for Closed Cases?

I am using OOTB Entitlement Process and Milestone in our application. On Prod, I already have 1 active version of Entitlement Process having 4 milestones running under it. Few Milestone start time ...
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101 views

Entitlement and Support Record Update Rule runing from past 2 days not complete

I am running Entitlement and Support Record Update Rule after creating a new version, but its running forever and stopped incrementing at certain of point of time and stuck. Couple of questions: Is ...
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2answers
956 views

How to stop recurrence milestone in apex

Hi I am using sequential milestone in our project. We also have initial response and resolution time milestones working on case. Sequential milestone we used to send an update to the customer between ...
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1answer
2k views

Better Approach use Task vs work order?

I have requirement to create task for an case but each task should be track for SLA violation. It is not possible in term of Task, Task doesn't support for the milestone. After reading lot of article ...
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1answer
258 views

Unable to include case owner in Entitlement Process Milestones

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 ...
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1answer
3k views

Is there any way we can pause milestones?

I am in a situation where i want to pause the milestone clock until the status of the case does not changes to 'completed'. The situation is , milestones are triggering on the basis of case status. ...
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2answers
2k views

Complete Case Milestone

I have a scenario where multi level escalation works. I.E. when a case is escalated it escalates to the owner's manager and again, it escalates to the manager's manager. After the first escalation i'...
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1answer
922 views

Why Cant we access the `MilestoneStatus` field either on the `Workflow` or `Process Builder` or in `formula` field?

Why Cant we access the MilestoneStatus field either on the Workflow or Process Builder or in formula field ? As per current implementation, my Case Detailed page is pure custom and I have Entitlement ...
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1answer
624 views

Case Milestone fields are not visible in lightning

As per Salesforce Winter ’17 Release Notes most of the Case Mile Stone fields are Available in both: Salesforce Classic and Lightning Experience. But I am not able to see Milestone Status Icon & ...
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1answer
1k views

How to display Mile stone tracker in record detail page

we are going to setup entitlement process in our org.we created templates as well as Entitlement and milestones. But now as per standard we are able to display milestone tracker in case feed page. ...
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1answer
539 views

Can we track Case Milestone's Start Date,Completion Date and Target Date?

We would like to track the history of values in Start Date, Completion Date and Target Date fields on Case Milestones. I couldn't find any documentation about this on Salesforce Documentation site. Is ...
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1answer
321 views

Milestone completion date issue

I have an issue where when we complete a milestone, the completion date applies to all Milestones associated with that case, rather than just the latest open Milestone. I.e. overrides all the previous ...
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1answer
324 views

IsCompleted Checkbox for case milestone

We populate the value for "Completion Date" for a case milestone through code. So when a case milestone got its completion date, its "IsCompleted" checkbox is getting checked automatically.. Could ...
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2answers
1k views

Why Milestone clock is not running?

I have created an Entitlement Process and Milestones, but the clock is not ticking up, What could be the reason ? I really need a quick help. The milestones are showing uo
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2answers
1k views

Can the SLA fields Violation, Elapsed Time be shown up top at the case level

I am working on the OOTB Entitlement and Milestones. I want to show Milestones fields at the Case level like Violation, Elapsed Time and Target Response etc. Can the key Milestone fields Violation, ...
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2answers
541 views

How we can used two different business hours in an Entitlement and Milestones?

I am working on the OOTB Entitlement Process and Milestones. I have two different business hours Mexico and USA. I want my entitlement to be run for both the business hours, assuming 1 business hour ...
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3answers
89 views

Why Unable to use Date Null check in an Entiltement Process?

I am trying to create an Entitlement Process to use the Apex class. In that Class, Once Deadline Value is populated (it will be future date), then TimeCalculator class will calculate the difference ...
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2answers
99 views

How to put condition for Milestone so that it wont get removed from the related list of case?

I have a OOTB Milestone on an Entitlement Process which gets kicked when Status=New & SubStatus=Submit, so I have put the following conditions. I am using categoty & subcategory to ...
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1answer
123 views

How to bulkify the Case Closed Milestones of an Entitlement processes?

I have the following conditions which closed the milestones based on the Status=Closed, Assume I have the 3 milestones which I wants to closed. If 100 agents starts working on it simultaneous, then it ...