EntitlementProcess | Metadata API Developer Guide

This type extends the Metadata metadata type and inherits its fullName field.

File Suffix and Directory Location

Entitlement process values are stored in files in the entitlementProcesses directory. Each file has the name of a process and the suffix .entitlementProcess. Each file contains one entitlement process or, if entitlement versioning is enabled, one version of an entitlement process.

The name of the file is the name of the entitlement process with the version appended to the end, if applicable (for example, an entitlement process named ”gold_support” might have the file name “gold_support_v2.entitlementProcess”). This file name corresponds to the slaProcess.NameNorm field exposed through the SOAP API. This file name is distinct from the name field, which represents what displays in the user interface and, if versioning is enabled, might be shared among multiple versions of the same entitlement process. The slaProcess.NameNorm field contains the lowercase version of the name field shown in the user interface.

Version

Entitlement processes are available in API version 27.0 and later.

Fields

Field Name	Field Type	Description
active	boolean	Indicates whether the entitlement process is active (`true`) or not (`false`).
businessHours	string	The business hours that apply to the entitlement process. This field is available in API version 30.0 and later.
description	string	The description of the entitlement process.
entryStartDateField	string	For milestone processes on which a case enters the process based on a custom date/time field on the case, specifies which date and time are used. Valid values are: SlaStartDate (entitlement process start date) CreatedDate (date case was opened) ClosedDate (date case was closed) LastModifiedDate (date case was last modified) StopStartDate (date case was stopped)
exitCriteriaBooleanFilter	string	For milestone processes on which a case exits the process when custom criteria are met, and for which filter logic is added, specifies that logic.
exitCriteriaFilterItems	FilterItem[]	For milestone processes on which a case exits the process when custom criteria are met, specifies those criteria.
exitCriteriaFormula	string	For milestone processes on which a case exits the process when a custom formula evaluates to true, specifies that formula.
isVersionDefault	boolean	Indicates whether the entitlement process is the default version (`true`) or not (`false`). This field is available in API version 28.0 and later.
milestones	EntitlementProcessMilestoneItem[]	Represents a milestone on the entitlement process.
name	string	The name of the entitlement process as it displays in the user interface.
SObjectType	string	Indicates the type of record that the entitlement process can run on.
versionMaster	string	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.
versionNotes	string	The description of the entitlement process version. This field is available in API version 28.0 and later.
versionNumber	int	The version number of the entitlement process. Must be 1 or greater. This field is available in API version 28.0 and later.

EntitlementProcessMilestoneItem

Represents a milestone item on an entitlement process.

Fields

Field Name	Field Type	Description
businessHours	string	The business hours that apply to the milestone. This field is available in API version 30.0 and later.
criteriaBooleanFilter	string	For milestones that apply only when criteria are met and for which filter logic is added, specifies that logic.
milestoneCriteriaFilterItems	FilterItem[]	For milestones that apply only when criteria are met, specifies those criteria.
milestoneCriteriaFormula	string	For milestones that apply only when a formula evaluates to true, specifies that formula.
milestoneName	string	The name of the milestone.
minutesCustomClass	string	The name of the Apex class that is used to calculate the trigger time. This field is available in API version 30.0 and later.
minutesToComplete	int	The number of minutes from when the case enters the entitlement process that the milestone occurs.
successActions	WorkflowActionReference[]	The actions triggered when the milestone is completed.
timeTriggers	EntitlementProcessMilestoneTimeTrigger[]	The time triggers on an entitlement process milestone.
useCriteriaStartTime	boolean	When the milestone starts: when the milestone criteria are met (true) or when the case enters the entitlement process (false).

EntitlementProcessMilestoneTimeTrigger

Represents the time trigger on an entitlement process milestone.

Fields

Field Name	Field Type	Description
actions	WorkflowActionReference[]	The actions to take when the time trigger is reached, if, at that time, the milestone is not completed.
timeLength	int	The length of time between the time trigger activation and the milestone target completion date. This may be a negative or positive value. Negative values indicate that the target completion date has not yet arrived and correspond to warning time triggers. Positive values indicate that the target completion date has passed and correspond to violation time triggers.
workflowTimeTriggerUnit	MilestoneTimeUnits (enumeration of type string)	Specifies the type of unit used to determine when a workflow should be triggered. Valid values are: `Minutes` `Hours` `Days`

Declarative Metadata Sample Definition

This is a sample entitlement process.

1<?xml version="1.0" encoding="UTF-8"?>
2<EntitlementProcess xmlns="http://soap.sforce.com/2006/04/metadata">
3    <active>true</active>
4    <description>eppersone</description>
5    <entryStartDateField>SlaStartDate</entryStartDateField>
6    <exitCriteriaBooleanFilter>1 OR 2</exitCriteriaBooleanFilter>
7    <exitCriteriaFilterItems>
8        <field>Case.IsClosed</field>
9        <operation>equals</operation>
10        <value>true</value>
11    </exitCriteriaFilterItems>
12    <exitCriteriaFilterItems>
13        <field>Case.Description</field>
14        <operation>startsWith</operation>
15        <value>foo</value>
16    </exitCriteriaFilterItems>
17    <milestones>
18        <milestoneName>m1</milestoneName>
19        <minutesToComplete>1</minutesToComplete>
20        <successActions>
21            <name>emailBob</name>
22            <type>Alert</type>
23        </successActions>
24        <timeTriggers>
25            <actions>
26                <name>emailAlice</name>
27                <type>Alert</type>
28            </actions>
29            <actions>
30                <name>setEscalateToTrue</name>
31                <type>FieldUpdate</type>
32            </actions>
33            <timeLength>1</timeLength>
34            <workflowTimeTriggerUnit>Minutes</workflowTimeTriggerUnit>
35        </timeTriggers>
36        <timeTriggers>
37            <actions>
38                <name>setStopToTrue</name>
39                <type>FieldUpdate</type>
40            </actions>
41            <timeLength>2</timeLength>
42            <workflowTimeTriggerUnit>Minutes</workflowTimeTriggerUnit>
43        </timeTriggers>
44        <useCriteriaStartTime>false</useCriteriaStartTime>
45    </milestones>
46    <milestones>
47        <milestoneCriteriaFilterItems>
48            <field>Case.Priority</field>
49            <operation>equals</operation>
50            <value>High</value>
51        </milestoneCriteriaFilterItems>
52        <milestoneName>m2</milestoneName>
53        <minutesToComplete>120</minutesToComplete>
54        <useCriteriaStartTime>true</useCriteriaStartTime>
55        <successActions>
56            <name>emailBob</name>
57            <type>Alert</type>
58        </successActions>
59    </milestones>
60</EntitlementProcess>

Wildcard Support in the Manifest File

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.