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How is the case milestone start time tracked?

Knowledge Article Number 000230766
Description How is the case milestone start time tracked?
Resolution The case milestone start time depends on the criteria defined in the Milestone "Start Time" picklist value and the Entitlement Process "Case enters the process" picklist value. 
Depending on what is selected on these 2 fields we can see a couple of different scenarios:

Milestone Start Time Options:

Entitlement Process
If the case is created at 8/8/2015 1:00 PM and
Milestone "Start Time" picklist value is "Entitlement Process" and
Entitlement Process "Case enters the process" picklist value is "Based on case created date".
It will show Milestone Start time as 8/8/2015 1:00 PM

Milestone Criteria
If the case is created at 8/8/2015 1:00 PM and Milestone "Start Time" picklist value is "Milestone Criteria".
- If Milestone Criteria is set as "Status" = Working then it will show start time when the condition "Status" = Working becomes true on the case.
- If the "Status" = Working becomes true on 8/8/2015 2:58 PM then it will show Milestone Start time as 8/8/2015 2:58 PM




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