I have a OOTB Milestone on an Entitlement Process which gets kicked when Status=New & SubStatus=Submit, so I have put the following conditions. I am using categoty & subcategory to differentiate my records.
When initially case gets created Status=New & SubStatus=New, Agent has to manually changed subStatus=Submit. But when the following conditions doesn't trigger the milestones why ?
Category=Paypal AND Subcategory=Basic Auth AND ((Status=New AND
SubStatus=Submit) OR Closed=false) AND Is_Auth_req=Yes
Could you please how we can put the condition here ? So that when status & Substatus changes milestone should not get removed from an entitlement ?