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is it possible to mark a case so that the case resolve won't decrement the entitlements terms?
Out of the box, it is impossible, because once you create Entitlement and the rules as well, then you associate the case with the entitlement, it is supposed to have decrementing feature automatically. Unless, you might add your own custom field in Case (checkbox mark a case to decrement or not), then in entitlement, you have custom fields to store the used and remaining entitled cases that will be auto calculated based on the custom rule (marked case)
The only possible is to add more rules for channel rule, see this great post:
So that you can decrement the entitlement just by the Case Channel, but cannot have custom rule, for example: the Marked Case as rule.
And, if you want to enable negative in the remaining terms field, then you can uncheck the 'Restrict based on entitlement terms' field
See this link:
Hope this help!
when I create and save the case It didn't show me the entitlement on the right side and I try to find the origin field but it didn't show me in the Entitlement form. What can I do for this problem?
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