SlaProcess

Represents an entitlement process associated with an Entitlement. An entitlement process is a timeline that includes all the steps (MilestoneType records) that your support team must complete to resolve cases. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.

Supported Calls

describeSObjects(), query(), retrieve()

Special Access Rules

Customer Portal users can’t access this object.

Fields

Field	Details
BusinessHoursId	Type reference Properties Filter, Group, Nillable, Sort Description Required. ID of the BusinessHours associated with the entitlement. Must be a valid business hours ID.
Description	Type textarea Properties Filter, Nillable Description A description of the entitlement process.
IsActive	Type boolean Properties Defaulted on create, Filter Description Indicates whether the entitlement process is active (`true`) or not (`false`).
IsVersionDefault	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Indicates whether the entitlement process is the default version (`true`) or not (`false`). This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled.
Name	Type string Properties Filter, idLookup Description The name of the entitlement process.
NameNorm	Type string Properties Filter, Group, Sort Description The read-only value for the unique name of the entitlement process or the entitlement process version. If entitlement versioning is enabled, this value is automatically generated for each version of an entitlement process in this form: `process name`+_v + `x`, where `x` is the version number (for example, “gold_support_v2”). If entitlement versioning isn’t enabled, this value is the same as Name. This field is available in API version 28.0 and later.
StartDateField	Type picklist Properties Filter, Restricted picklist Description The criteria for cases to enter the entitlement process. Cases can enter the process based on: The creation date on a case A custom date/time field on a case
VersionMaster	Type string Properties Filter, Group, Nillable, Sort Description Identifies the sequence of versions to which this entitlement process belongs. This field’s contents can be any value as long as it is identical among all versions of the entitlement process. This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled.
VersionNotes	Type textarea Properties Filter, Group, Nillable, Sort Description The description of the entitlement process version. This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled.
VersionNumber	Type int Properties Filter, Group, Nillable, Sort Description The version number of the entitlement process. Must be 1 or greater. This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled.

Usage

Use this object to query entitlement processes on entitlements.

Object Reference for Salesforce and Force.com

SlaProcess

Supported Calls

Special Access Rules

Fields

Usage