Questions tagged [entitlement-process]

A timeline that includes all the steps (milestones) that support agents must complete to resolve a support record.

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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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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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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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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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“Cannot update SLA process that is in use” when deploying an SLA process, but it is not in use

Two organizations have the same entitlement process. One of them is outdated and I created a change set to update it. When deploying to the outdated org, I get this message. When we try to delete an ...