EntityMilestone

Represents a required step in a customer support process on a work order. The Salesforce user interface uses the term “object milestone.

Milestones on cases use the CaseMilestone object type.

Introduced in API version 37.0.

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

    • As of Summer ’20 and later, only Salesforce admins, users with access to the Case, Entitlement, or Work Order objects, and users with the View Setup and Configuration permission can access this object.
    • Entitlement management must be enabled.
    • Work orders or Field Service must be enabled.

  • 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.

  • 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.

  • 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.
  • 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.
  • Relationship name: BusinessHours
  • Relationship type: relationship
  • Refers to: BusinessHours
  • Type: datetime
  • Properties: Filter, Nillable, Sort, Update
  • Description: The date and time the milestone was completed.
  • 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).
  • 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).
  • 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).
  • Type: boolean
  • Properties: Defaulted on create, Filter, Group, Sort
  • Description: Green checkmark icon that indicates a milestone completion.
  • Default value: false

  • Type: boolean

  • Properties: Defaulted on create, Filter, Group, Sort

  • Introduced: API version 65.0

  • Default value: false

  • Type: boolean
  • Properties: Defaulted on create, Filter, Group, Sort
  • Description: Red exclamation point icon that indicates a milestone violation.
  • Default value: false

  • Type: reference

  • Properties: Filter, Group, Sort, Update

  • Relationship name: Milestone

  • Relationship type: relationship

  • Refers to: Milestone

  • Type: reference
  • Properties: Filter, Group, Nillable, Sort
  • Description: The ID of the milestone (for instance, First Response).
  • Relationship name: MilestoneType
  • Relationship type: relationship
  • Refers to: MilestoneType
  • Type: string
  • Properties: Filter, Group, idLookup, Sort, Update
  • Description: The name of the milestone.
  • Type: reference
  • Properties: Filter, Group, Sort
  • Description: The ID of the record—for example, a work order—that contains the milestone.
  • Relationship name: ParentEntity
  • Relationship type: polymorphic
  • Refers to: ChangeRequest, ComplianceEvidenceRequest, ComplianceIssue, Incident, IndividualApplication, Problem, ReturnOrder, RiskEvaluation, ServiceRequest, WorkOrder
  • Type: datetime
  • Properties: Filter, Nillable, Sort, Update
  • Introduced: API version 65.0
  • Type: reference
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 42.0
  • Description: The entitlement process associated with the milestone.
  • Relationship name: SlaProcess
  • Relationship type: relationship
  • Refers to: SlaProcess
  • Type: datetime
  • Properties: Filter, Nillable, Sort, Update
  • Description: The date and time that milestone tracking started.

  • 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.

  • 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.

  • 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.
  • Type: datetime
  • Properties: Filter, Nillable, Sort
  • Description: The date and time to complete the milestone.
  • 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.
  • 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.
  • 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.
  • Type: double
  • Properties: Filter, Nillable, Sort
  • Introduced: API version 42.0
  • Description: The days that remain before a milestone violation. Automatically calculated to include the business hours on the record.
  • Type: string
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 42.0
  • Description: The hours that remain before a milestone violation. Automatically calculated to include the business hours on the record.
  • 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.
  • Type: double
  • Properties: Filter, Nillable, Sort
  • Introduced: API version 42.0
  • Description: The days that have elapsed since a milestone violation. Automatically calculated to include the business hours on the record.
  • Type: string
  • Properties: Filter, Group, Nillable, Sort
  • Introduced: API version 42.0
  • Description: The hours that have elapsed since a milestone violation. Automatically calculated to include the business hours on the record.
  • 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.

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.

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

This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version.