Apex Code Development You need to sign in to do that
Don't have an account?
Prem Patel 8 Entitlement Process - Milestone Creation Question
Hi All,
I created an Entitlement Process with the Basic Configuration for a Case and the Case exits the process when the Case Status != New. I have also created an Milestone and attached to the entitlement process where the time trigger is 480 minutes = 8 hours and keeping in mind I've attached the business hours is 8 hours (Mon-Fri).
My Question, what is the proper way of creating a Milestone action if the Milestone Time trigger is 480 min and I'm trying to create an Email Alert that triggers when it hits 24 hours?
I'm trying to create an Action where the Email Alert should be recieved when it hits 24 hours exact after a new case is created. For example If someone created a case on Aug 1st 3:00pm , the person should get an email alert on Aug 2nd 3:00pm, but the business hours is (Mon-Fri) 9-5pm and Milestone Time Trigger is set to 480 min (8 hours).
Will I need to create a Violation Action within the Milestone and have the criteria 960 min after the milestone time has ended (480min) and attach an Email Alert ?
I created an Entitlement Process with the Basic Configuration for a Case and the Case exits the process when the Case Status != New. I have also created an Milestone and attached to the entitlement process where the time trigger is 480 minutes = 8 hours and keeping in mind I've attached the business hours is 8 hours (Mon-Fri).
My Question, what is the proper way of creating a Milestone action if the Milestone Time trigger is 480 min and I'm trying to create an Email Alert that triggers when it hits 24 hours?
I'm trying to create an Action where the Email Alert should be recieved when it hits 24 hours exact after a new case is created. For example If someone created a case on Aug 1st 3:00pm , the person should get an email alert on Aug 2nd 3:00pm, but the business hours is (Mon-Fri) 9-5pm and Milestone Time Trigger is set to 480 min (8 hours).
Will I need to create a Violation Action within the Milestone and have the criteria 960 min after the milestone time has ended (480min) and attach an Email Alert ?
Create a Violation Action within the Milestone configuration.
Set the criteria for the Violation Action to trigger after 960 minutes (480 minutes for the milestone time trigger + 480 minutes for an additional 8 hours).
Attach an Email Alert to the Violation Action.
By implementing this setup, the system will automatically send an email alert to the appropriate person exactly 24 hours after the case is created, considering business hours and the specified milestone time trigger.
I hope this helps you impress them with your reply!
All Answers
Create a Violation Action within the Milestone configuration.
Set the criteria for the Violation Action to trigger after 960 minutes (480 minutes for the milestone time trigger + 480 minutes for an additional 8 hours).
Attach an Email Alert to the Violation Action.
By implementing this setup, the system will automatically send an email alert to the appropriate person exactly 24 hours after the case is created, considering business hours and the specified milestone time trigger.
I hope this helps you impress them with your reply!