Assign Entitlement Process To Incoming Cases And Mark Milestones As Completed

CaseCommentHelper.cls

// case comment trigger helper class
public with sharing class CaseCommentHelper {

      public static void handleFirstResponse(List<CaseComment> comments){
        DateTime completionDate = System.now();
        List<String> caseIds = new List<String>();
        for (CaseComment cc : comments){
            // Only public comments qualify
            if(cc.IsPublished == true) caseIds.add(cc.ParentId);
        }
        if(caseIds.isEmpty() == false){
            List<Case> caseList = [
                select Id, ContactId, Contact.Email, OwnerId, Status,
                EntitlementId, SlaStartDate, SlaExitDate
                from Case
                where Id IN :caseIds
            ];
            if(caseList.isEmpty() == false){
                List<Case> updateCases = new List<Case>();
                for (Case caseObj : caseList) {
                if (caseObj.EntitlementId != null && caseObj.SlaStartDate <= completionDate && 
                        caseObj.SlaStartDate != null && caseObj.SlaExitDate == null) {
                     updateCases.add(caseObj.Id);        
                }
            }
            if(updateCases.isEmpty() == false) {
                MilestoneHelper.completeMilestone(updateCases, First Response', completionDate);
            }
         }
      }
   }
}

CaseCommentTrigger.trigger

// case comment trigger
trigger CaseCommentTrigger on CaseComment (after insert) {
    if(UserInfo.getUserType() == 'Standard'){
        CaseCommentHelper.handleFirstResponse(Trigger.new);
    }
}

CaseEntitlementHelper.cls

public with sharing class CaseEntitlementHelper {

    /**
     * Apply entitlements from contact or account.
     */
    public static void applyEntitlements(List<Case> cases){
        List<Id> contactIds = new List<Id>();
        List<Id> acctIds = new List<Id>();
        for (Case c : cases){
            if (c.EntitlementId == null && c.ContactId != null && c.AccountId != null){
                contactIds.add(c.ContactId);
                acctIds.add(c.AccountId);
            }
        }
        if(!contactIds.isEmpty() || !acctIds.isEmpty()){
            List<EntitlementContact> entitlementContacts = [
                select e.EntitlementId, e.ContactId, e.Entitlement.AssetId from EntitlementContact e
                where e.ContactId in :contactIds
                and e.Entitlement.EndDate >= TODAY and e.Entitlement.StartDate <= TODAY
            ];
            if(!entitlementContacts.isEmpty()){
                for(Case c : cases){
                    if(c.EntitlementId == null && c.ContactId != null){
                        for(EntitlementContact ec : entitlementContacts){
                            if(ec.ContactId==c.ContactId){
                                c.EntitlementId = ec.EntitlementId;
                                if(c.AssetId==null && ec.Entitlement.AssetId!=null)
                                    c.AssetId = ec.Entitlement.AssetId;
                                break;
                            }
                        }
                    }
                }
            } else {
                List<Entitlement> entitlements = [
                    select e.StartDate, e.Id, e.EndDate, e.AccountId, e.AssetId
                    from Entitlement e
                    where e.AccountId in :acctIds and e.EndDate >= TODAY and e.StartDate <= TODAY
                ];
                if(!entitlements.isEmpty()){
                    for(Case c : cases){
                        if(c.EntitlementId == null && c.AccountId != null){
                            for(Entitlement e : entitlements){
                                if(e.AccountId == c.AccountId){
                                    c.EntitlementId = e.Id;
                                    if(c.AssetId==null && e.AssetId!=null)
                                        c.AssetId=e.AssetId;
                                    break;
                                }
                            }
                        }
                    }
                }
            }
        }
    }
}

CaseTrigger.trigger

// trigger on Case object
trigger CaseTrigger on Case (before insert, before update) {
    if(Trigger.isBefore){
        if(Trigger.isInsert || Trigger.isUpdate){
            CaseEntitlementHelper.applyEntitlements(Trigger.new);
        }
    }
}

EmailMessageHelper.cls

// email message trigger helper class
public with sharing class EmailMessageHelper {

      public static void handleFirstResponse(List<EmailMessage> emailMessages){
        DateTime completionDate = System.now();
        Map<Id, String> emIds = new Map<Id, String>();
        for (EmailMessage em : emailMessages){
            if(em.Incoming == false) emIds.put(em.ParentId, em.ToAddress);
        }
        if(emIds.isEmpty() == false){
            Set<Id>  emCaseIds = new Set<Id>();
            emCaseIds = emIds.keySet();
            List<Case> caseList = [
                select Id, ContactId, Contact.Email, OwnerId, 
                Status, EntitlementId, SlaStartDate, SlaExitDate
                from Case 
                where Id IN :emCaseIds
            ];
            if(!caseList.isEmpty()){
                List<Case> casesToUpdate = new List<Case>();
                for (Case caseObj : caseList) {
                    // consider an outbound email to the contact on the case a valid first response
                    if (emIds.get(caseObj.Id) == caseObj.Contact.Email && caseObj.EntitlementId != null &&
                        caseObj.SlaStartDate <= completionDate && caseObj.SlaStartDate != null && caseObj.SlaExitDate == null) {
                        casesToUpdate.add(caseObj.Id);
                    }
                }
                if(!casesToUpdate.isEmpty()) {
                    MilestoneHelper.completeMilestone(casesToUpdate, 'First Response', completionDate);
                }
            }
        }
    }
}

EmailMessageTrigger.trigger

// email message trigger
trigger EmailMessageTrigger on EmailMessage (before insert) {
    if(Trigger.isInsert || Trigger.isAfter){
        if (UserInfo.getUserType() == 'Standard'){
            // complete milestone on valid first response
            EmailMessageHelper.handleFirstResponse(Trigger.new);
        }
    }
}

MilestoneHelper.cls

// milestone helper class
public with sharing class MilestoneHelper {

    public static void completeMilestone(List<Case> caseIds, String milestoneName, DateTime completionDate) {
        List<CaseMilestone> toUpdate = [
            select Id, CompletionDate
            from CaseMilestone cm
            where CaseId IN :caseIds 
             and cm.MilestoneType.Name = :milestoneName 
             and CompletionDate = null limit 1
        ];
        if(!toUpdate.isEmpty()){
            for (CaseMilestone cm : toUpdate){
                cm.CompletionDate = completionDate;
            }
            update toUpdate;
        }
    }
}