Remaining Cases based on Entitlement

[darreneverett]

Hi all.

Implementing CSM.

I expected if I create an Entitlement to say 2 cases (i.e. Unit = Cases, Total units = 2) then after I log 2 cases for the Account related to that Entitlement, that the third would pop up and say "No entitlements left".  

I also notice that the "Renaming Units" does not update for me either.

Am I expecting the correct behaviour?

What have I missed?  

Thanks in advance.

[parag-mone]

Darren,

"Per Unit" checkbox should be checked to update "Remaining Units" (Cases). System updates Entitlement record upon Case closure. Please take a look at the business rule "Update case entitlement on Close" for more details. Out of the box,   application doesn't stop customers/users from submitting a new case. You can configure "Special Handling Notes" to alert support agent if Remaining Units are greater than or equal to Total Units.

Thanks,

Parag Mone

[aheinlein]

The field "Remaining Units" must contain a value greater than 0. Only when a value > 0 is available the the number of"Remaining Units" will be reduced when a case is closed.