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Milestone Criteria met (but not activated) by another milestone Violation action
I have a scenario where I need to set 3 milestones within an Entitlement process. The first milestone is active when the case is created. The subsequent milestones should activate when the previous milestone becomes violated.
The first milestone has a time limit, one this is violated another milestone is added. The third milestone follows the same pattern, using the second milestone violation as it's "enabler".
I've tried to set this up as follows:
There is a custom field on the Case object. Lets call this "Escalation_A". It's a Boolean / tickbox. Default: false.
The first milestone has a Violation Action (1 min after), type "Field Update". This sets the custom field "Escalation_A" to true, and re-evaluates workflow rules.
The Second Milestone critera is:
However the milestone only becomes active on the case if I update the case record (after the first milestone is violated), e.g. by changing account name etc. and saving the case.
Each milestone is independant (no repetition).
Is there anyway for this workflow to happen automatically, or an alternative to this setup to produce the result i'm looking for?
The first milestone has a time limit, one this is violated another milestone is added. The third milestone follows the same pattern, using the second milestone violation as it's "enabler".
I've tried to set this up as follows:
There is a custom field on the Case object. Lets call this "Escalation_A". It's a Boolean / tickbox. Default: false.
The first milestone has a Violation Action (1 min after), type "Field Update". This sets the custom field "Escalation_A" to true, and re-evaluates workflow rules.
The Second Milestone critera is:
Case: Escalation_A EQUALS True
However the milestone only becomes active on the case if I update the case record (after the first milestone is violated), e.g. by changing account name etc. and saving the case.
Each milestone is independant (no repetition).
Is there anyway for this workflow to happen automatically, or an alternative to this setup to produce the result i'm looking for?
This is a known issue:
https://success.salesforce.com/issues_view?id=a1p30000000SU70AAG
A workaround could be to use a scheduled class to update (immediately after select) the cases every few mins:
https://help.salesforce.com/HTViewSolution?id=000107356&language=en_US (https://help.salesforce.com/HTViewSolution?id=000107356&language=en_US)