It's not a Formula you need, it's a Workflow Rule. Take a look at the video link I posted earlier ...
Here's some screenshots of the Workflow Rule and Workflow Action configuration on our org for stopping the clock. The same principle applies for rules to restart it:
By my knowledge i know that we cannot create formula to check or uncheck the checkbox
but still if u can help me with some other idea...
My snenario is
I have 4 status:
if 'c' is selected the checkedbox 'Stopped' should check and in other case it should be unchecked
Can you pls help me for the same...
Thanks in Advance
@samuel, using Workflow Rule means that the Stopped flag gets set (and unset) automatically based on the Status field.
You need to create a Workflow Rule that sets the Stopped flag when you set the Status to 'pending from the case creator' and another to unset it when you set the Status to anything else.
If you're not familiar with Workflow Rules, there's a useful video introduction.
In our case (and yours), you'd create two Workflow Rules on the Case object, one to automatically Stop the Entitlement Clock by setting the Stopped field, and one to automatically restart it.
We faced exactly that problem ourselves. We have a Case lifecycle where Case Status moves through New, Allocated, In Progress (S), In Progress (C), Solution Proposed, Closed. "In Progress (S)" indicates that the Case is in progress with responsibility on our Support dept, "In Progress (C)" indicates that the responsibility is with the Customer.
We needed the Entitlement clock to stop when a Case has Status of "In Progress (C)" or "Solution Proposed".
We created Workflow Rules (as per the suggestion from @michaelrams and @Jen Nelson) to do this ... one to set the "Stopped" field on the Case when the Status is as above, and one to clear it when the Status is anything else.
In Entitlement management how i can i manage to stop the clock???
There's sample code to do this here: http://boards.developerforce.com/t5/Apex-Code-Development/Automatically-Associate-Entitlement-to-Case/td-p/228555
You'll need to tweak it for your purposes, and write the test methods that match.
We use a variant of this (that only looks for the Entitlement associated with the Account - we only ever have a single Entitlement on an Account, and don't use Entitlements on Contacts) with Email-to-Case and Customer Portal cases.
Stephanie Brown - 7 years ago
@michaelrams, I wonder if you can help. I am struggling on a couple of config areas - 2 main questions below:
1. My scenario is that case milestones and SLA's are based on specific criteria determined on each case (Severity), not by the Service Contract held by a given Account. I understand that we will need a trigger to automatically assign the correct Entitlement Process to a case based on severity of a Case but is there another way the milestone/entitlement process object should be linked to Cases? It seems the only way to do so is by associating all Entitlement Processes to every Service Contract in the system, which doesn't make sense for the business.
2. The milestones completion time should begin when the case enters the milestone, not from when the case is created. For example when a case is created, the first response must be completed within 4 hours. When first response is completed the Resolution Milestone should start and be completed within 48hours, irrespective of when the case was created. What is the best way to achieve this?
Any help/suggestions would be appreciated!
Erin O'Keefe - 7 years ago
Has anyone developed a good testing strategy for time-based Entitlement processes in a sandbox environment? We've experienced some challenges in that if we want to alter the time triggers to be 1 minute (just for testing purposes) and assign the process to an account and a case, we are then unable to edit the process again. We must clone the process and start over. There has to be a better way to test than to rebuild after ever single test scenario. How have folks done this in the past? How did Salesforce intend for testing to work?