We use Entitlements to calculate the time we spend on cases.
Example: A customer is allowed 10 hours of support. If spend 1 hour on a case, the entitlement is reduced by the same amount and the customer has 9 hours left. That works just fine.
But when we Reopen a case, something weird happens. By default, when we reopen a case in CRM, it returns to the status "New". Then, the original reduction is canceled and the entitlement goes back to 10 hours, which is totally normal.
In our case, instead of having the status "New", we want to have the status "Reopened". So we added that status to the statuscode field. And we created a wokflow to update the status to "Reopened" when a user clicks on "Reopen case". This is where the weird happens:
The new entitlement goes up to 11 hours, which doesn't make sense, since the original entitlement is 10 hours. The actual time spent on the case is added back in double to the entitlement. Let's say we solve the case again, and reopen it again, it goes up to 12 hours, and on and on...
So basically, reopening the case adds back 1 hour to the entitlement.
Then, the workflow also adds back 1 more hour to the entitlement.
Both "New" and "Reopened" statuses are part of the Active Status Reason.
Anyone else has seen something similar before?