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Viewing Metrics for Service Requests (End User)

A metric provides a benchmark to measure performance for a service request. Before you can view the metrics for a service request, you must verify the entitlement for the service request. For more information, see Verifying Entitlements for Service Requests (End User).

Administrators define service metrics in the Metrics view in the Entitlement Templates view of the Administration - Contracts screen. For more information, see Agreements and Entitlements.

This task is a step in Process of Managing Service Requests.

To view the metrics for a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Metrics view tab.