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Use a New Version of an Entitlement Process
After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create and update entitlement processes: | Manage Entitlements |
When you create versions of entitlement processes with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with.
Applying an Entitlement Process to a New Entitlement
Scenario: You’re creating an entitlement and want to apply a particular version of an entitlement process to it.
- Choose the entitlement process you want in the Entitlement Process lookup field on the entitlement.
Applying an Entitlement Process to an Existing Entitlement
Scenario: You made a new version of an entitlement process, and you want to switch all the entitlements that were using the previous version over to your new version.
- From Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes.
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Click the name of the entitlement process you want to work with.
The list on the main Entitlement Processes page shows the default version of each process. Click the name of a process to see a list of all available versions of it.
- On the detail page for the entitlement process, click the name of the new version that you want to apply to existing entitlements (and by default, to cases or work orders linked to those entitlements).
- Click New Update Rule.
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Choose the version of the entitlement process you want to update from.
You can update from any other version of the process, whether or not it’s active.
- Depending on the differences between the old and new versions of the entitlement process, updating an entitlement to the new version can trigger milestone warning and violation actions on that entitlement’s support records (such as cases or work orders). To avoid such warnings and violation actions, select Don’t Trigger New Milestone Warnings and Violations. We recommend selecting this so you don’t trigger violation warnings on old entitlements and support records.
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Click Save.
The update rule detail page shows the estimated number of entitlements and support records that will be updated to use the new process.
- Click Start to begin the update process.
Usually the update process completes within an hour, but it depends on the number of entitlements and records being updated. Throughout the update process, the update rule detail page refreshes periodically to show the number of entitlements and records processed. To stop the update at any time, click Stop.
When the update rule displays a Completed status, all related entitlements and support records have been updated to use the new version of the entitlement process. If the status is Completed With Exceptions, some records couldn't be updated to the new version because of errors. To find out which records weren't updated and why, contact Salesforce Support.
