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 disappears from the Case Milestones related list.
My purpose is to collect statistical data about the milestones, where I need the ActualElapsedTime
fields, which according to the answer I got here, those fields are only populated by Salesforce after completion, but my issue is that at this point the milestone disappears from the CaseMilestone
object table, so I cannot collect this data.
I've tried settings the milestone type to independent
, but it did not change anything. I've also tried to apply Business Hours
to the entitlement, thinking it must be present for the calculation to work, but still nothing.
Is there a way to prevent this? Some configuration that I'm missing?
Unfortunately, Salesforce docs regarding the milestone functionality are not the best to say the least…
Best Answer
Scenario 1:
It might be possible that, the existing milestone is not closed (which is disappearing) before completion and one new milestone is getting created before closing the earlier milestone.
May be the milestones are getting created based on case status changes.
If you close (explicitly, through some coding or process builder) the previous milestone and then create a new milestone then all the milestones will be displayed in CaseMilestones related list.
Scenario 2:
It might be possible that, one existing milestone is running and case is getting closed without closing the milestone. In this scenario also, the milestone will be vanished from CaseMilestones related list.
Same workaround, update the milestone with
completed = true
and completion datetime and then close the case.Here is the code to complete milestone: