Entitlement - How to reduce the total terms if the Allocation Type is Selected as "Number of hours" in Entitlement Terms?
I've given 0.10 as Total Terms (considering its a 10 minutes allocation time) and on case resolution the "Remaining Term" in Entitlement Term is suppose to Decrease but it remains the same.
Is there anything m missing on?
Please suggest, the resolution will be marked as verified.
Thanks
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I just tried it and it works analogous to number of cases.
Have you activated that entitlement? Is it the standard entitlement for the selected customer?
You should define the entitlement channels at least it worked for me that way.
Hi-
When you resolve a case CRM displays Billing Time and Total Time (Read only), these two fields values are default calculated based on the time (Duration) that you have spent on the activities associated with that case. You can update Billing Time in case you find any conflict on calculated and actual duration. This billing time field will be decreased from the remaining time field of entitlement.
Also you need to associate the entitlement to a case for selected customer.
Best Regards,
Abhishek
The above link provides the solution to the Entitlement Allocation Type selected as "Number of Cases" but it seems the same logic doesn't apply for Allocation Type "Number of Hours" which is currently my requirement.
A good explanation on the correct setup can be found here:
www.preact.co.uk/.../crm-entitlements-entity-explained
In your entitlement channel you can specifiy for which of your case origin types how much terms will be decreased on case resolution.
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