Set Up Milestones

A milestone is a type of entitlement that identifies service levels your organization has committed to its customers, and is tracked when providing service in the context of a request.

Service Level Agreements (SLAs) or Service Level Targets (SLTs) can be tracked by First Response Time and Resolution Time.

Every 10 minutes, a job runs to adjust the time remaining – expired warning status that changes state and can trigger notifications and such.

For milestone dates to be appear on the Help Desk Request, you need to enable the feature for milestones by doing the following:

1. Navigate to Setup and Maintenance.
2. Chose Help Desk in the Setup field.
3. On the Service Entitlements functional area, select Change Feature Section.
4. Check the 'Manage Service Entitlement Using Subscription Coverages' feature check box.
5. Click Done.

Do you want agents to have the ability to override?

A few notes:

• Edit Coverage: HRHD Standard SLAs
• Different Templates for HR Service Request Subscription “Entitlements”
• Work Schedules for HR HD employees
• Schedule Name
• Exception Name
• Pauses stop-watch when next
• Doesn't integrate with HCM schedules
• Criteria can be set on Severity, and Schedule, Time Zones. Based in Minutes.
• Generally set as global.