Case Milestones with Start Times based on their Entitlement Process are incorrect when applied to an existing Case that previously had a different EP
Last updated 2015-09-03 ·Reference W-1583249 ·Reported By 5 users
Case 'Entitlement Process Start Time' field is not updated when the Entitlement Process on a Case is changed.
This causes the Milestones in the newly applied Entitlement Process which are based on the Entitlement Process Start Time to be incorrectly based on the start time of the previous Entitlement Process.
Create a custom datetime field on Case: Custom Opened Date
Create two entitlement processes (note the entry criteria difference with one based on standard field and one on custom):
1. Premium Support
Case enters the process: Based on a custom date/time field on the case : Custom Opened Date
2. Standard Support
Case enters the process: Based on case created date
Create two milestones: First Response, Resolution Time
Add the First Response milestone to the Standard Support EP (note: make sure the start time is set to the EP start time)
Add the Resolution Time milestone to the Premium Support EP (note: make sure the start time is set to the EP start time)
Create two entitlements: Standard Support and Premium Support (associate the respective EPs)
1) Create a Case and add the Premium entitlement and set the custom Opened Date to something different than the created date of the case
Note that the Case Milestone start date is correctly based on the custom date field
2) Change the Entitlement on the case to be the Standard entitlement
Note that the Case Milestone start date is incorrect and is based on the custom date field when it should be the standard created date.
Rather than changing the Entitlement Process on existing Cases, consider adding additional Milestones to each Entitlement Process with the Milestone Start based on when the Milestone Criteria are met.
Is it Fixed?
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