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Questions tagged [casemilestone]

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

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7 views

If I have two milestones running in a same case, is possible to stop only one them?

I have a case which two milestones match the criterias and the same time when the analyst request opinion to other area. one this milestones needs be stopped when the response arrive and another must ...
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14 views

To remove “Action” or “Complete” button from Milestone Tracker in salesforce

Scenario: We have enabled Milestones and have automated to fill the Completion Date/Mark it as complete whenever a Case is Closed. Now User wants to restrict "Click of Complete" button in Milestone ...
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1answer
30 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
51 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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97 views

Process builder doesn't trigger after Milestone violation action

We need some help with the following. In our org we made a entitlement process for the Case object, which is for the Latest_Permitted_Date__c field. When the latest permitted date has expired, the ...
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24 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
37 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
31 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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11 views

Unable to view Stopped Since field from entitlements in reporting

I have set up the entitlement process in the case object. I am able to view setup the stopped field & other fields related to entitlement object. I gave view access to the Stopped Since field. I'...
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86 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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120 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
536 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
348 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
302 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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2answers
704 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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0answers
145 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
207 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
56 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
74 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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0answers
73 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
506 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
1k 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
161 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
2k 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
1k 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
577 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
508 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
868 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
377 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
199 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
219 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
601 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
868 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
312 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
84 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
67 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
80 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 ...
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1answer
410 views

how can we check if all milestones are completed on that case

Assume I have 10 milestones running on the Case under a single Entitlement Process. how can we check if all milestones are completed on that case ? How can we calculate the Total ElapseTime and show ...
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1answer
356 views

How to calculate the Overall Elapse Time of the SLA?

I am working on the OOTB Milestones and now looking to calculate the Sum of the Elapse Time. How we can calculate the sum of all these Elapse Times using formula fields? Do I need to write some ...
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1answer
275 views

Can we remove action from the Case Milestone layout?

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 ...
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1answer
198 views

How to add Package Custom Metadata Records?

I am working on the link : https://trailhead.salesforce.com/trails/force_com_dev_intermediate/modules/custom_metadata_types/units/custom_metadata_types_packaging and I don't understand how to perform ...
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1answer
120 views

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

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 ...
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1answer
17 views

Can we add description field on the Milestone related layout of the case?

I have developed the Entitlement Process and Milestones show below in the screen shot. Here I dont have any description saying that which Milestones are running for what ? Can we add the description ...
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0answers
85 views

How to achive recurring processes SLA using Entitlement Process and Milestone?

I have a huge Process Map flow. In this process map assume I have 25 processes. Now I have to calculate the SLA between those steps, also there could be status to distinguished Status etc, but may not ...
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1answer
467 views

How to delete entitlement process in salesforce?

I am really facing an issue for deleting the entitlement process from UI. Because it shows some dependency being with the other although I removed it that. I have the following questions on ...
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1answer
298 views

Milestone of the Entitlement Process showing the different time that the target time set why?

I have created a Milestone-1 and Milestone-2 in a single Entitlement process. I have shown the two screen shots. So, whenever I am checking Time Remaining is not getting decrease and when I checked ...
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1answer
155 views

Milestone-1 taking time of Milestone-2 and hence Milestone-2 has less time than actual to execute

I have a two Milestones in my Entitlement Process, Target time for Milestones-1 is 7 min and Milestones-2 is 5 min. But what I am seeing that, when Milestones-1 started and say its completed in 4 ...
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1answer
467 views

Calculate the time taken to complete the milestone and sum of all timestone time taken to complete it?

I am working on the Entitlement Process and Milestone to calculate the SLA between two or more than two steps. In the below screen shot. I have two milestones and both completed successfully, but what ...
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1answer
161 views

How we can track time of Violated Milestones ?

I've taken a reference from link : How to track SLA/OLA for different processes in Salesforce? and now wanted to ask about violated scenarios. I've the following questions in my mind: Can two ...
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2answers
295 views

SLA Milestone Calculator and Case Mass edit

I have a class implemented with the Support.MilestoneTriggerTimeCalculator interface implemented, and it is working as intended. However i'm having an "To many SQL queries" error when i edit more than ...