We have setup an Entitlement Process in our org which upon hitting milestones performs a number of field updates on the Case record. These checkboxes correctly update when the milestone is hit, however Process Builders that are supposed to run off these checkboxes do not fire. We have confirmed that the Process Builder fires when the checkboxes are manually checked. We also tried creating a trigger that fires off the checkbox and checks another, however firing a Process Builder off this secondary checkbox also fails to run the Process Builder.
We have ensured that 're-evaluate workflow rules' is enabled on both the field update actions and tried setting the Process Builder to allow for recursion, neither of these settings resolve the issue.
We suspect this may be an order of operations issue? we need a work around.
Best Answer
It is a reported known issue, refer to: https://success.salesforce.com/issues_view?id=a1p30000000SU70AAG