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Justin LonisJustin Lonis 

Tracking SLA's from Chatter Feed Comments

Hi looking for some help here:

We would like when a Customer submits a case that if we comment in the chatter feed (particualrly in the new customer community) that it would go towards our entitlements/SLA. 

Any thoughts on how to make this happen? Currently we have our entitlements and escalations set up on the Case object and the "Comments" related list.

Best Answer chosen by Justin Lonis
There is nothing that will do this natively inside of Salesforce.  You could add a trigger on the item so that when it is inserted it reaches in and updates / completes your CaseMilestone objects.  You may be able to do a roll-up summary on your case to count the number of chatter feed comments and then have your Entitlement Process trigger off of that field.