How to put condition for Milestone so that it wont get removed from the related list of case?

Question

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 ?

Answer 1

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

Answer 2

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.