--- schema_version: "1" id: 679e2e672c73cbbcbf5ff8c7799b3c9cc61675bcf4dafe0cb345f35f9b4b72bc title: EntityMilestone collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/object_reference/sforce_api_objects_entitymilestone.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_entitymilestone.htm source_site: developer.salesforce.com content_type: documentation content_hash: 90b05c7c71f989f34697bff12e7b021e936b3a62a443cceeebffffafb5473788 description: 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. --- # 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. ![Note](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/images/icon_note.png) #### Note Milestones on cases use the [CaseMilestone](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_casemilestone.htm "Represents a milestone (required step in a customer support process) on a Case. This object is available in API version 18.0 and later.") object type. ## Supported Calls delete(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), undelete(), update() ## Special Access Rules - 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. ## 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) ![Note](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/images/icon_note.png) #### Note 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. | | 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) ![Note](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/images/icon_note.png) #### Note 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. | | 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) ![Note](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/images/icon_note.png) #### Note 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. | | 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 Green checkmark icon that indicates a milestone completion. | | IsViolated | Type boolean Properties Defaulted on create, Filter, Group, Sort Description Red exclamation point 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. ![Note](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/images/icon_note.png) #### Note 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. | | 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. ![Note](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/images/icon_note.png) #### Note 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. | | 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. ![Note](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/images/icon_note.png) #### Note 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. | | 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. ![Tip](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/images/icon_note_tip.png) #### Tip 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. ## Associated Objects This object has the following associated objects. Unless noted, they are available in the same API version as this object. [EntityMilestoneFeed](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_associated_objects_feed.htm "StandardObjectNameFeed is the model for all feed objects associated with standard objects. These objects represent the posts and feed-tracked changes of a standard object.") Feed tracking is available for the object. [EntityMilestoneHistory](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_associated_objects_history.htm "StandardObjectNameHistory is the model for all history objects associated with standard objects. These objects represent the history of changes to the values in the fields of a standard object.") History is available for tracked fields of the object.