Milestone warning, violation, and success actions
Key Takeaway
Warning actions fire before a milestone is due, and violation actions fire after it is violated. Both need their own time trigger, while success actions use the milestone's time trigger. Time-triggered actions occur only during your Salesforce org's business hours.
Milestone actions are time-dependent workflow actions that you add to each milestone (a step) in an entitlement process. There are three types: warning, violation, and success. They decide when and if workflow actions fire for a support record, such as a case or work order, as it moves through the process. With them, you can warn reps before a deadline, react when a deadline is missed, and run actions tied to success.
Warning, violation, and success actions
Each type of milestone action works a little differently:
- Warning actions fire before the milestone is due. They need their own time trigger.
- Violation actions fire after the milestone is violated. Their time trigger sets how long after the violation they run, so a 0-minute time trigger makes the action fire right after the violation.
- Success actions are the actions tied to success. They don't get their own time trigger, because they use the milestone's time trigger.
Warning and violation actions need a time trigger before you can add any action to them. The option to add a workflow action appears only after you add the trigger.
For example, imagine a First Response milestone with a 60-minute time trigger. You give its warning action a 10-minute time trigger and add an email alert to it. The email alert can then go to the Case Owner and a support role 10 minutes before the first response is due.
Each type of milestone action (warning, violation, and success) allows up to 10 actions and 10 time triggers.