Fields not mapping correctly

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Posted on by fran2105

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I have created a case time tracker where the user can add multiple records containing the time spent on the case and what each individual time was spent on (on that same case). This contains a number of records. A rollup field called Time spent on case time tracking has been created to sum the total time spent on this case time tracking subgrid on the Case entity.

With regards to the entitlement, there was the issue that we wouldn't have the actual time spent in real time unless we resolve the case. As a workaround, I want to get the Total Terms subtracted by the Time spent on case time tracking field. I created a 1:N relationship on the Case entity between the Case entity and the Entitlement entity. I created a rollup field called Time spent on case time tracking entitlements and mapped it to the Time spent on case time tracking field (of the case entity). However, it is not being mapped.

I also created a calculated field on the Entitlement entity called Actual time remaining which subtracts the Total Terms - Time spent on case time tracking however, since the value from the Time spent on case time tracking on the case entity is not mapped correctly, the result is also blank.

Any suggestions?

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Joao Pratas Microsoft Employee on at

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Hi Fran,

Please see below a summary of your implementation, with some adjustments that need to be done in order to address your requests:

On Case entity:

> Labor is being tracked in a custom entity - Labor.

> Relationship created between Case and Labor entity.

> Total case labor tracked in a rollup field: "Time spent on case time tracking". This will not be used, as this is not possible.

   -> This field needs to be a simple duration field. When labor entity is created, this field will be updated on the parent case. You can name it "Case Labor". (in my example is "TestDuration").

   > Suggestion: Create a simple duration field. Create a sync workflow on labor entity, to run on labor record creation. The workflow will update the associated case: increments the pre-existing value on Total Case Labor with the new labor created.

Workflow created:

Update details:

On Entitlement entity

> Case labor from entitlements is stored in entitlement entity on "Time spent on case time tracking entitlements" - rollup field mapped to "Time spent on case time tracking" from case entity.

-> This implementation is not possible, as you can't base a rollup field in another rollup field. Based on this article, "A rollup over the rollup field is not supported.".

   -> You will need to map this rollup field to a simple Duration field . In this case, "Case Labor" field (in my example is "TestDuration").

> Remaining hours calculated in a calculated field = total terms - "Time spent on case time tracking entitlements".

   -> You will need to calculate this with the following expression: (total terms * 60) - "Time spent on case time tracking entitlements".

You can see below the output of the implementation:

Create an Entitlement:

Create a case:

Add labor on the case:

Also added another labor of 4 hours.

Please note that duration field is immediately updated:

Labor on entitlement is updated as well:

Hope this information helps.

Let me know if you need further assistance. If this answers your needs, kindly mark this as an answer to the post.

Thank you!

Kind Regards,

João Pratas

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fran2105 416 on at

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Thank you for your suggestion João. It helped and I'm almost there.

The only trouble I am having is with the workflow. Your "Labor" custom entity is my "Case Time Tracker" custom entity. When I create the workflow and select the "Update record" step, the case entity is not showing. There is a 1:N relationship between the Case and the Case time tracker (your Labor custom entity)

These are the steps from my end:

Step 1: Create the workflow on the Case time tracker custom entity (your Labor entity)

Step 2: Select the update record step

Do you have any suggestions please?

Thank you,

Fran

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