---
schema_version: "1"
id: b262b21397cd5d680eb96bbd20a31d75f60dcedae579c80c67555530a3754de8
title: Milestone Statuses
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_milestones_statuses.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_milestones_statuses.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 69160dc6152fd71f2b7463c1d2e7c16679268ce72217490f37d81c1993241d9f
description: Milestones on support records display one of three statuses.
products:
  - Service Cloud
release: "264"
---
# Milestone Statuses

Milestones on support records display one of three statuses.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193107e57">Status</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193107e60">What It Means</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193107e63">Example</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e57 "> Compliant</td>

          <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e60 ">
            <p>Milestones on the record are either complete or not in violation.</p>
            <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
              <div class="slds-media slds-media_responsive">
                <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-warning"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png" alt="Important"></span></div>
                <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Important</span> New records display as compliant because they're not in
                  violation.</div>
              </div>
            </div>
          </td>

          <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e63 ">The first response on a case is complete or not in violation.</td>

        </tr>
        <tr class="">
          <td data-label="Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e57 ">Open Violation</td>

          <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e60 ">One or more milestones on the record have been violated, and steps in the support
            process are incomplete.</td>

          <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e63 ">The assigned support rep didn’t complete the first response on a case before the
            milestone expired.</td>

        </tr>
        <tr class="">
          <td data-label="Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e57 ">Closed Violation</td>

          <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e60 ">One or more milestones on the record were violated, but the steps in the support
            process were still completed.</td>

          <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e63 ">The assigned support rep completed the first response on a case after the
            milestone expired.</td>

        </tr>
      </tbody>
    </table>

The status icons you see differ based on where the milestone appears and whether you’re in Salesforce Classic or Lightning Experience.

In Lightning Experience, milestones display in the Milestone component:

- Completed: ![Milestone completed icon in Lightning Experience](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_milestone_completed_lex.png)
- Violated: ![Milestone violated icon in Lightning Experience](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_milestone_violated_lex.png)

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note For a list of Lightning Experience limitations related to milestones, see [Entitlement Management Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features.").

If milestone feed items are enabled, icons also display in the feed. Remember that these feed item icons are different in Salesforce Classic and Lightning Experience.