EntityMilestone

Represents a required step in a customer support process on a work order. The Salesforce user interface uses the term “object milestone.” This object is available in API version 37.0 and later.

Milestones on cases use the CaseMilestone object type.

Note

Supported Calls

delete(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), undelete(), update()

Special Access Rules

Entitlement management must be enabled.
Work orders or Field Service Lightning must be enabled.

Fields

Field Name	Details
ActualElapsedTimeInDays	Type double Properties Filter, Nillable, Sort Description The number of days that it took to complete a milestone. (Elapsed Time) – (Stopped Time) = (Actual Elapsed Time) To display this field, select Enable stopped time and actual elapsed time on the Entitlement Settings page and add the field to the object milestone page layout. Note
ActualElapsedTimeInHrs	Type double Properties Filter, Nillable, Sort Description The number of hours that it took to complete a milestone. (Elapsed Time) – (Stopped Time) = (Actual Elapsed Time) To display this field, select Enable stopped time and actual elapsed time on the Entitlement Settings page and add the field to the object milestone page layout. Note
ActualElapsedTimeInMins	Type int Properties Filter, Group, Nillable, Sort Description The number of minutes that it took to complete a milestone. (Elapsed Time) – (Stopped Time) = (Actual Elapsed Time) To display this field, select Enable stopped time and actual elapsed time on the Entitlement Settings page and add the field to the object milestone page layout. Note
BusinessHoursId	Type reference Properties Filter, Group, Nillable, Sort Description The business hours on the milestone. If business hours aren’t specified, the entitlement process business hours are used. If business hours are also not specified on the entitlement process, the business hours on the record are used.
CompletionDate	Type dateTime Properties Filter, Nillable, Sort, Update Description The date and time the milestone was completed.
CurrencyIsoCode	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description Available only for orgs with the multicurrency feature enabled. Contains the ISO code for any currency allowed by the organization.
ElapsedTimeInDays	Type double Properties Filter, Nillable, Sort Description The number of days it took to complete a milestone, including time during which the milestone was stopped. Automatically calculated to include the business hours on the record. Elapsed time is calculated only after the Completion Date field is populated. (Elapsed Time) – (Stopped Time) = (Actual Elapsed Time).
ElapsedTimeInHrs	Type double Properties Filter, Nillable, Sort Description The number of hours it took to complete a milestone, including time during which the milestone was stopped. Automatically calculated to include the business hours on the record. Elapsed time is calculated only after the Completion Date field is populated. (Elapsed Time) – (Stopped Time) = (Actual Elapsed Time).
ElapsedTimeInMins	Type int Properties Filter, Group, Nillable, Sort Description The number of minutes it took to complete a milestone, including time during which the milestone was stopped. Automatically calculated to include the business hours on the record. Elapsed time is calculated only after the Completion Date field is populated. (Elapsed Time) – (Stopped Time) = (Actual Elapsed Time).
IsCompleted	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Icon () that indicates a milestone completion.
IsViolated	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Icon () that indicates a milestone violation.
MilestoneTypeId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the milestone (for instance, First Response).
Name	Type string Properties Filter, Group, Sort, Update Description The name of the milestone.
ParentEntityId	Type reference Properties Filter, Group, Sort Description The ID of the record—for example, a work order—that contains the milestone.
SlaProcessId	Type reference Properties Filter, Group, Nillable, Sort Description The entitlement process associated with the milestone.
StartDate	Type dateTime Properties Filter, Nillable, Sort, Update Description The date and time that milestone tracking started.
StoppedTimeInDays	Type double Properties Filter, Nillable, Sort Description The number of days that an agent has been blocked from completing a milestone. For example, an agent may be waiting for a customer to reply with more information. To display this field, select Enable stopped time and actual elapsed time on the Entitlement Settings page and add the field to the object milestone page layout. Note
StoppedTimeInHrs	Type double Properties Filter, Nillable, Sort Description The number of hours that an agent has been blocked from completing a milestone. For example, an agent may be waiting for a customer to reply with more information. To display this field, select Enable stopped time and actual elapsed time on the Entitlement Settings page and add the field to the object milestone page layout. Note
StoppedTimeInMins	Type int Properties Filter, Group, Nillable, Sort Description The number of minutes that an agent has been blocked from completing a milestone. For example, an agent may be waiting for a customer to reply with more information. To display this field, select Enable stopped time and actual elapsed time on the Entitlement Settings page and add the field to the object milestone page layout. Note
TargetDate	Type dateTime Properties Filter, Nillable, Sort Description The date and time to complete the milestone.
TargetResponseInDays	Type double Properties Filter, Nillable, Sort Description The number of days to complete the milestone. Automatically calculated to include the business hours on the record.
TargetResponseInHrs	Type double Properties Filter, Nillable, Sort Description The number of hours to complete the milestone. Automatically calculated to include the business hours on the record.
TargetResponseInMins	Type int Properties Filter, Group, Nillable, Sort Description The number of minutes to complete the milestone. Automatically calculated to include the business hours on the record.
TimeRemainingInDays	Type string Properties Filter, Nillable, Sort Description The days that remain before a milestone violation. Automatically calculated to include the business hours on the record.
TimeRemainingInHrs	Type string Properties Filter, Group, Nillable, Sort Description The hours that remain before a milestone violation. Automatically calculated to include the business hours on the record.
TimeRemainingInMins	Type string Properties Group, Nillable, Sort Description The minutes that remain before a milestone violation. Automatically calculated to include the business hours on the record.
TimeSinceTargetInDays	Type string Properties Filter, Nillable, Sort Description The days that have elapsed since a milestone violation. Automatically calculated to include the business hours on the record.
TimeSinceTargetInHrs	Type string Properties Filter, Nillable, Sort Description The hours that have elapsed since a milestone violation. Automatically calculated to include the business hours on the record.
TimeSinceTargetInMins	Type string Properties Group, Nillable, Sort Description The minutes that have elapsed since a milestone violation. Automatically calculated to include the business hours on the record.

Usage

When you create an entitlement process, you select its type based on the type of record that you want the process to run on: Case or Work Order. Processes created before Summer ’16 use the Case type. When a Work Order entitlement process runs on a work order, the resulting milestones on the work order are object milestones. Conversely, when a Case entitlement process runs on a case, the resulting milestones are case milestones, a separate standard object.

If an entitlement has an entitlement process associated with it, don’t use the entitlement for multiple types of support records. An entitlement process works only on records that match the process’s type. For example, when a Case entitlement process is applied to an entitlement, the process runs only on cases associated with that entitlement. If a work order is also associated with the entitlement, the process doesn’t run on the work order. To ensure that the milestones you set up work as expected, associate a customer’s work orders and cases with different entitlements.

Tip

Customize page layouts, validation rules, and more for object milestones from the Object Milestones node in Setup under Entitlement Management.

Associated Objects

This object has the following associated objects. Unless noted, they are available in the same API version as this object.

EntityMilestoneFeed: Feed tracking is available for the object.
EntityMilestoneHistory: History is available for tracked fields of the object.

Object Reference for Salesforce and Lightning Platform