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Why are Milestones not showing up even if the milestone criteria is met correctly

Knowledge Article Number 000231086
Description ISSUE: 
There are occasions where milestone is not evaluated even if  the milestone criteria is met correctly
Resolution CAUSE:
The scenario is the milestone criteria is met by the field updates of past milestone action.  For example,  there are two milestones in place.  The first one will be triggered first and subsequently change the field via violation actions, which will meet the criteria of the second milestone.    It is currently working as designed.  Milestones are not evaluated by milestone actions(such as Success Actions, Warning Actions and Violation Actions)

Resolution:
There are a few working around for this limitation
  • Manually edit and save the record to trigger milestones
  • User different criteria among milestones
  • Utilize Apex/API to update the record

See Also:
Why are Milestones not showing on Case Record?





 




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