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How the IsViolated field on the Case/Entity Milestone is evaluated

Fecha de publicación: May 23, 2026
Descripción

This article explains how Salesforce evaluates the IsViolated boolean field on a Case or Entity Milestone record in Entitlement Management. Understanding this logic helps administrators troubleshoot milestone violations and configure Service Cloud entitlements correctly

Solución
The IsViolated boolean field on the Case/Entity Milestone is evaluated to True in below conditions:
  1. If the Completion Date is blank and the Current Date is greater than the Target Date.
  2. If the Completion Date has a value greater than the Targeted Date.

In the first scenario, since the Current Date is a dynamic Date/Time value, the milestone violation does not trigger any update to the record, thus the LastModified Date on the record remains unchanged.
 
Número del artículo de conocimiento

000395083

 
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Salesforce Help | Article