Currently facing an issue where milestones are falsely being registered as violated when the priority of a case is changed. Here is how our entitlement process is setup for the first response milestone:
- Priority P1: First response within 60 minutes
- Priority P2: First response within 120 minutes
We've had a number of cases where the case is created as a P2 (which is our default for email-to-case). The agent will respond to a user after 60 minutes, but before 120 minutes, thus not violating the milestone. The agent also in that process realizes that the case is in the wrong priority and updates from P2 -> P1. The milestone that was previously marked as completed and not violated is then updated to a violation status.
Is there a way to prevent this from happening?