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Salesforce Milestones Not Visible Even Though Criteria is Met

Udgivelsesdato: Jun 14, 2026
Beskrivelse

There are occasions where milestones are not evaluated even if the milestone criteria are met correctly.


The milestone criteria has been met due to field updates from past milestone actions.  For example, there are two milestones in place.  The first one will be triggered first and later 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).

Løsning

The following workarounds are available when Salesforce Entitlement Milestones are not triggered by downstream milestone actions. Choose the approach best suited to your org's complexity.

Workaround 1: Manually Edit and Save the Record

Manually edit and save the Case record to force milestone re-evaluation.

Workaround 2: Use Different Criteria Among Milestones

Redesign milestone criteria so that no two milestones share criteria that overlap with milestone action field updates.

Workaround 3: Use an Apex Trigger with Queueable Apex Class

Step 1. Create an Apex Trigger on Case (after update): Identify if the Case field change should invoke the second milestone.

If the condition is met, pass the Case ID to the Queueable class. 

Step 2. Create a Queueable Apex class: Receive the Case ID and perform an update without modification to force re-evaluation

Workaround 4: Use a Scheduled Flow Path

a. Create a scheduled flow path on Case Update. 

b. Set criteria matching the triggering action (e.g., Case Priority changing to High). 

c. Configure the flow to run on Case: Last Modified Time + 1 minute (minimum granularity). 

 

Vidensartikelnummer

000385782

 
Indlæser
Salesforce Help | Article