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Salesforce Entitlement Milestone Disappears When Case Status Is Changed

Publish Date: May 22, 2026
Description

Milestones on a Salesforce Case are triggered by the criteria defined in the Entitlement Process associated with that Case. A milestone remains on the Case as long as the Case continues to meet the milestone's entry criteria. If the Case no longer meets those criteria, the milestone is removed from view by design, because it is now out of scope.

Example:

  • Milestone Criteria: Priority = High and Status = New
  • While the Case has Priority: High and Status: New, the milestone continues to run.
  • If either condition changes — for example, Status changes to Working — the milestone stops appearing because the Case no longer matches the defined criteria.
Resolution

To preserve milestone details before changing a Case status, manually close the milestone before changing the status. This is necessary because Salesforce Entitlement Milestones are criteria-driven: once a Case no longer meets the milestone criteria, the milestone is removed from view by design. Closing the milestone before changing the status ensures that the milestone completion record and timestamp are retained in the Case history.
Follow these steps:

  1. On the Case record, locate the milestone in the Milestones section.
  2. Click Mark as Complete on the milestone to close it manually. Alternatively, use Apex to auto-close the milestone (see Additional Resources).
  3. After the milestone is closed, change the Case Status as needed.

This preserves the milestone record and its details in the Case history.

Knowledge Article Number

005132028

 
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Salesforce Help | Article