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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How ignore Entitlement Process in Salesforce DX CLI?

I tried many times to ignore the Entitlement process (with versioning enable) and was unable to do it. All Scratch organizations that I created, after the first push, the first pull return many errors ...
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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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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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11 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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185 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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52 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
138 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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33 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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270 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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963 views

“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 ...