Why Isn’t My Case Milestone Auto-Completing After Email Sent?

Question

I’ve implemented a class and trigger to auto-complete case milestones when an email is sent to a customer. However, the case milestone no longer auto-completes when the email is sent, even though everything was working fine previously. I have already verified that the entitlement ID is being linked to the case, and the entitlement is active. The trigger conditions seem to be correct, as the case status is being checked properly (e.g., “On Hold,” “In Progress,” “New”). Additionally, I’ve confirmed that the user triggering the email is a “Standard User.” Despite all these checks, the milestone is not being updated. What could be the cause of this issue, and how can I fix it?

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Answer

Possible Causes and Solutions:

1. Trigger and Timing Issues:

• One potential cause of this issue could be the timing of the EmailMessage insertion and whether the trigger is firing as expected. You can add some logging inside your trigger to confirm that it is being invoked properly after an email is sent.
• Example:

System.debug('Trigger Invoked: ' + System.now());

2. Completion Date and Milestone Type Matching:

• Ensure that the MilestoneType.Name is exactly matching with what is expected in your logic. If there is any mismatch in naming or the milestone type has changed, the milestone may not be found to update.
• You can add a debug statement before the update in the completeMilestone method to confirm the correct milestones are being retrieved:

System.debug('Milestones Retrieved: ' + cmsToUpdate);

3. User Permissions and Case Ownership:

• Another issue could be related to user permissions. Make sure that the user sending the email has the correct permissions to update the case or milestone. Double-check the OwnerId field to verify that the user has the necessary access to make updates.

4. Concurrency Issues:

• It’s possible that there is another process running that is preventing the update of the milestone. Check if there are any other triggers, workflows, or processes in your org that could be locking the record or preventing the milestone from being completed.

5. Validation of Conditions:

• You have already checked the conditions in the trigger, but to ensure the case qualifies for the milestone update, consider adding more detailed logging in the trigger to capture the exact values of the case and email message.

System.debug('Case Status: ' + caseObj.Status);
System.debug('Email Address: ' + emIds.get(caseObj.Id));

6. System Limits:

• Salesforce has certain governor limits, and if the number of records being processed exceeds these limits, it might prevent the milestone from being updated. Ensure that you’re not hitting any limits by adding batch processing or limiting the scope of records processed at once.

Additional Considerations:

• Check whether there have been any recent updates to Salesforce (e.g., new platform versions or changes in configurations) that might have affected trigger behavior or system functionality.
• Verify that the entitlement’s service level agreement (SLA) is still valid and hasn’t expired, as expired SLAs may prevent milestone updates.

If none of the above suggestions resolves the issue, it might be helpful to work with Salesforce Support to investigate any underlying platform-related issues that might be affecting your process.

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