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 ?

Case Milestone-1:

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 ?

  • what is milestones Recurrence Type? Aug 11, 2017 at 19:36
  • First check, if the case has EntitlementId, then only you can track milestones Aug 11, 2017 at 19:43
  • "how we can put the condition to allow not trigger SLA when status=new and SubStatus=Submitted"? question is no clear, when you could trigger the milestone and when you dont want to trigger Aug 11, 2017 at 19:45

2 Answers 2


Basically, your OR Closed=false condition should be replaced with AND Closed=false

Category=Paypal AND Subcategory=Basic Auth 
AND ((Status=New AND SubStatus=Submit) AND Closed=false) 
AND Is_Auth_req=Yes

Because of OR Close=false condition it is always satisfying irrespective of status and SubStatus

  • basically, it is not closing properly, thats why it is getting removed. I mean milestone completion date is not updated in that milestone Aug 11, 2017 at 20:04

I was able to successfully put the condition in an entitlement process by doing some tweaking.

Category=Paypal AND Subcategory=Basic Auth 
AND ((Status=New AND SubStatus=Submit) OR (SubStatus NOT EQUAL TO NEW)) 
AND Is_Auth_req=Yes AND Closed = false

So, this doesn't matter of my status/substatus values are changing, still my milestones and running and when the expected condition matches I am completing the milestone. This works fine.

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