Questions tagged [casemilestone]

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

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Can you use Apex to pause specific milestone timers and not the entire entitlement process?

I know it's possible to stop all milestones part of an entitlement process but I want to be able to pause one milestone using apex while the other milestone timers continue within the same entitlement ...
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How does work the Milestone Actions to Milestones with differente time? [closed]

this is my situation: A) I have one kind of Milestone called COMERCIAL B) But this Milestone has a lot of situations with different "Minutes To Complete" C) ALL these situations must have ...
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Milestone Actions and Case Validation Rules

I have some case milestone warning actions (field updates on Case). Under some circumstances, I want these to not run. I am unable to put any conditions on such actions, and so I have tried to add a ...
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Can we violate a milestone associated with a case in test class?

We are trying to perform a logic in future method of case trigger when a particular milestone is violated. The same method is not covered in test class. when we try to violate the milestone in test ...
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Is there a way to hide Milestone header from milestone tracker

I want to hide "Milestone" header from Milestone time tracker .Is there a way to do it .
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Entitlement process & Milestone [closed]

can we deploy Entitlement process & Milestone to another org. through Flosum deployment tool, If so then which component to include in snapshot to capture Entitlement Process & Milestones. ...
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How to stop Milestone without including Stopped field in Page Layout?

Actually, I want to stop the milestone when an initial activity was created. For that I am using Flow to make Stopped(API : IsStopped) field equals to true. Here flow is working fine and milestone ...
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CaseMilestone on Apex test class

I have been trying to test a business process that uses Case/Entitlements/EntitleMent Processes/ and CaseMilestones. All these components are working just fine and there are not issues whatsoever in ...
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Reporting - Cases with Milestones

My team and I were about to create some custom reports. There is a business need to associate "Cases with Milestones" report with: Activities (Tasks), that are related with Case record ...
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How to trigger a flow if a milestone violation feed inserted to case

We all know salesforce has a known issue the field update from milestone does not trigger workflow/flow. https://trailblazer.salesforce.com/issues_view?id=a1p30000000SU70AAG So I tried to enable ...
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'Cannot update SLA process that is in use' error when deploying unchanged entitlement process

The project I'm working on has separate dev and qa orgs. We use git as source control and deploy between environments using a CI/CD pipeline. Every deployment to our QA org (and orgs further up the ...
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Milestone countdown

Is it possible to exclude the field "stopped" in the object case page layout without interfering with the process that pauses the SLA?
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Auto complete milestone when reach violation

Is there a way to automatically mark the milestone as completed when it reach violation? I tried to create an apex trigger (after update) on case object that will update the caseMilestone completion ...
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How do I disable milestone breached emails?

From a sandbox org I am included in an email alert for Milestone breaches that I no longer want to receive. How can I stop the org from sending this to my account?
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191 views

Close Case after two days Milestone is completed

Im having issue with Case Milestones. I have two Milestones for cases, Reaction time and Resolution time. I have set milestones to mark as completed when case status is marked as closed. But team is ...
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Entitlements and recurring milestone's start time and target time

I am new to entitlements and we are trying to leverage this for our service cloud. My business requirements are as follows: Requirements: Everytime a case status is set to "Response Received"...
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187 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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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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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 - 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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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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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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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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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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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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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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569 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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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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428 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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773 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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2k 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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2 votes
1 answer
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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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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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3k 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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478 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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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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341 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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371 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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133 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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3 answers
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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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1 answer
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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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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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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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2 answers
3k 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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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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1 answer
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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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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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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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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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