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Milestone Violation and Warning Action Field Updates Failing Due to Inactive Picklist Values

Дата публикации: May 1, 2026
Описание

In Salesforce Service Cloud, Milestones are time-based steps in an Entitlement process. Milestones can trigger automated field updates when their deadlines are approaching (Warning Actions) or exceeded (Violation Actions). Milestone field update actions can fail if the picklist values referenced in the milestone actions are inactive or not included in the Selected Values for the relevant Record Type.

 

For example, if a Case Record Type named "Test" has a field "Closed Reason" that is referenced in a Milestone field update action to update it with value "Auto Closed", but the picklist value "Auto Closed" is not added to the Selected Values for the "Closed Reason" field under the "Test" Record Type, the milestone action fails.

 

As a result, the Milestone field update cannot apply changes to either the Status field or the Closed Reason field. Both the controlling field update and the dependent field update fail simultaneously.

Решение

To prevent Milestone field update actions from failing due to inactive or missing picklist values:

  1. Go to Setup > Object Manager and open the relevant object (for example, Case).
  2. Click on Record Types and open the specific record type.
  3. Under picklists available for editing, click Edit next to the picklist field being used in the affected Milestone.
  4. Ensure the picklist value referenced in the Milestone field update (for example, "Auto Closed") is in the Selected Values column. If it is not, move it from Available Values to Selected Values.
  5. Click Save.

Note: Both the controlling field and dependent field updates fail if either picklist value is missing or inactive. Always verify picklist values for all fields referenced in a Milestone field update action.

Дополнительные ресурсы

Milestone Actions
Edit Picklists for Record Types

Номер статьи базы знаний

005132029

 
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Salesforce Help | Article