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

Date de publication: May 23, 2026
Description

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

Résolution
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.
 
Numéro d’article de la base de connaissances

000395083

 
Chargement
Salesforce Help | Article