Entitlement Process with multiple milestones of the same type but different criteria deploymed via Changeset/ANT = Wrong milestone criteria selected
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Entitlement Process with multiple milestones of the same type but different criteria deploymed via Changeset/ANT = Wrong milestone criteria selected

Last updated 2017-06-10 ·Reference W-2741518 ·Reported By 22 users

Fixed - Summer '17

When the sandbox is refreshed or the entitlement processes are transferred to the sandbox through change sets or ANT, the criteria in the milestones might not be evaluated properly when the entitlement is assigned to cases. No matter if they are new, cloned or existing cases.
New entitlements, entitlement processes and milestones created on the sandbox or cloned from the existing ones are working fine in existing, new or cloned cases.

1. Create a Sandbox, on it create a new custom field on the case object (picklist: name: "category", values "Basic, Bronze, Silver, Gold, Platinum").
2. Create an entitlement process that contains the same milestone (eg: Analyze Case) multiple times. Each time, the criteria would be based on the custom field on the case object (eg: if ispickval(case.category__c, "Basic"), etc), and specify different milestone target minutes (eg: 360, 240, 120, 60, 30, corresponding to the category values), and also, create the entitlement.
3. Assign the entitlement to a case. technically, depending on the case category field, the milestone target time should be different. This should work correctly.
4. If you change-set the entitlement process/milestones and deploy to another org, and then make some changes to the entitlements and then changeset them and deploy again to another org, the changes may not apply and the correct milestone may not be assigned based on the case.category__c picklist.

Note: There may be other ways to replicate this issue.

The work-around is to manually create entitlements instead of using change sets or ANT at this time.

Is it Fixed?

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