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pavan kumar 177 Unable to include case owner in Entitlement Process Milestones
I have a requirement to provide customizable timelines to close a case with in specified time.
So, i set up entitlement process but my requirement is to apply milestone for specific cases with specific record owner.If i remove case owner from below criteria it's working fine.But if i include it is not working don't know where i went wrong.
Like below:
So, i set up entitlement process but my requirement is to apply milestone for specific cases with specific record owner.If i remove case owner from below criteria it's working fine.But if i include it is not working don't know where i went wrong.
Like below:
I would suggest not to include Case owner in Entitlement Process.
Basically, Cases will be related to Entitlement record which is linked to one Entitlement Process.
Rather during milestone configuration include case owner as filter criteria. Secondly, sometimes changing the status doesn't initiate a new milestone, for that scenario, you need to perform an asynchronous update on that case record to fire the milestone.
Thanks,
Nagendra